Remedy ITSM

Basic Information

BMC Software Remedy ITSM, now primarily known as BMC Helix ITSM, is a comprehensive suite designed for IT Service Management. It automates ITIL processes, offering solutions for incident, problem, change, and asset management. The platform has evolved significantly, with BMC Helix ITSM representing the next generation of the on-premises Remedy ITSM.

• Model: BMC Helix ITSM (formerly BMC Remedy ITSM)
• Version: The latest stable version is BMC Helix ITSM 25.3.02.
• Release Date: BMC Helix ITSM versions are released frequently; for example, version 25.3.02 was released on September 16, 2025. Earlier major versions include Remedy 9.0 (around 2015) and Remedy ITSM 20.02 (May 2020).
• Minimum Requirements: Specific requirements vary significantly based on deployment size and components. For an integration hub, minimums include 2 CPU Cores (2.8GHz), 4 GB RAM, and 10 GB disk space. Older mobility server requirements were Quad CPU 2.8 GHz, 8 GB RAM, and 60 GB disk space.
• Supported Operating Systems: Windows Server (2008 R2, 2012, 2012 R2, 2016, 2019), Ubuntu (14.04 or newer), CentOS 7 (or newer), and RHEL 7 (or newer) are supported for various components.
• Latest Stable Version: BMC Helix ITSM 25.3.02.
• End of Support Date: For BMC Helix ITSM OnPrem 25.3.01, the Full Support End Date is September 3, 2026, with an End of Support Date of March 3, 2027. Older versions like Remedy AR System Server 20.02.00 reached End of Support on February 21, 2025. BMC has encouraged migration from on-premises Remedy to BMC Helix ITSM, with a targeted EOL for Remedy around April 2024.
• End of Life Date: The on-premises BMC Remedy ITSM is transitioning to BMC Helix ITSM, with a targeted End of Life around April 2024 for the older Remedy platform.
• License Type: Licensing is based on user types, including Read, Fixed, Floating, Restricted Read, and Bundled licenses for the Action Request (AR) System. Application-specific user licenses (fixed or floating) are also required.
• Deployment Model: BMC Helix ITSM supports both on-premises and cloud (SaaS/OnDemand) deployment models. On-premises deployments typically follow a multi-tier client/server architecture. BMC Helix ITSM also leverages containerization for operational and deployment efficiencies.

Technical Requirements

BMC Helix ITSM is an enterprise-grade application with scalable technical requirements depending on the deployment size and specific modules utilized. The core system relies on a robust server infrastructure.

• RAM: Minimum 4 GB to 8 GB for smaller components or integration hubs. Enterprise deployments for the full suite require significantly more, often starting at 8 GB per server component and scaling upwards.
• Processor: Minimum 2-4 Cores at 2.8 GHz for smaller components. Enterprise deployments require multi-core processors, typically quad-core or higher, with appropriate clock speeds to handle transaction loads.
• Storage: Minimum 10 GB to 60 GB for individual components. Total storage for a full enterprise deployment, including databases and logs, can range from hundreds of gigabytes to several terabytes, depending on data retention policies and usage.
• Display: A minimum screen resolution of 1280x720 is recommended for administrative interfaces and user access via web browsers.
• Ports: Standard web application ports such as 80 and 8080 (for Apache/Tomcat) are required, along with SMTP for email alerts. Specific ports for database communication, integration points, and internal component communication are also necessary.
• Operating System: Supported server operating systems include Windows Server (various versions from 2008 R2 to 2019), and Linux distributions such as Ubuntu (14.04+), CentOS 7+, and RHEL 7+.

Analysis of Technical Requirements

The technical requirements for BMC Helix ITSM are typical for a large-scale enterprise application. They are highly scalable, meaning that minimum specifications are suitable for smaller deployments or specific components, while full production environments for large organizations demand substantial resources across multiple servers. The platform's multi-tier architecture necessitates careful planning for resource allocation across client, web, application, and database tiers. The shift towards containerization in BMC Helix ITSM implies a more flexible and potentially more efficient use of underlying infrastructure, allowing for dynamic scaling and resource management. The stated requirements for an "Integration Hub" or "Mobility server" serve as a baseline, but actual production deployments of the full ITSM suite will require significantly more robust hardware to ensure optimal performance and high availability.

Support & Compatibility

BMC Helix ITSM offers extensive support and compatibility, reflecting its enterprise focus and continuous development.

• Latest Version: BMC Helix ITSM 25.3.02 is the most current stable release.
• OS Support: The platform supports a range of operating systems, including various versions of Windows Server, Ubuntu (14.04+), CentOS 7+, and RHEL 7+.
• End of Support Date: Support dates vary by specific version and deployment type. For instance, BMC Helix ITSM OnPrem 25.3.01 has an End of Support Date of March 3, 2027. Older on-premises Remedy versions have reached or are nearing their end of support, with BMC encouraging migration to Helix.
• Localization: BMC Helix ITSM provides language offerings, with specific details available in compatibility matrices.
• Available Drivers: As a software suite, BMC Helix ITSM does not typically use "drivers" in the hardware sense. Instead, it offers robust integration capabilities through RESTful APIs and native connectors.

Analysis of Overall Support & Compatibility Status

BMC Helix ITSM demonstrates strong support and compatibility, crucial for an enterprise-level solution. The frequent release cycle for BMC Helix ITSM ensures continuous improvements and updates. BMC provides clear end-of-support dates for its versions, allowing organizations to plan upgrades and migrations effectively. The emphasis on migrating from older Remedy on-premises solutions to BMC Helix ITSM highlights the vendor's strategy to consolidate and modernize its offerings, leveraging cloud-native capabilities and AI/ML. Compatibility with major server operating systems ensures broad applicability. The availability of RESTful APIs and native integrations with platforms like Salesforce and AWS underscores its interoperability within diverse IT ecosystems.

Security Status

Security is a critical aspect of BMC Helix ITSM, with features designed to protect sensitive IT and business data.

• Security Features: Includes controlled release management, auditable requirements for traceability, and protection against cross-site request forgery (for Remedy SSO). The platform also integrates with security best practices and offers application security measures.
• Known Vulnerabilities: No specific known vulnerabilities are highlighted in the provided information, but regular patches and updates address potential security issues.
• Blacklist Status: Not applicable for this type of enterprise software.
• Certifications: While not explicitly listed, BMC Helix ITSM is designed to facilitate ITIL compliance, which often aligns with various regulatory and security frameworks.
• Encryption Support: The underlying AR System supports encryption through components like "BMC Remedy Encryption Performance Security" and "BMC Remedy Encryption Premium Security."
• Authentication Methods: Supports BMC Remedy Single Sign-On (RSSO) for secure user authentication.
• General Recommendations: Best practices for secure deployment and configuration are provided through official documentation and support channels.

Analysis on the Overall Security Rating

BMC Helix ITSM maintains a strong security posture, integrating various features to protect data and operations. The use of Remedy Single Sign-On (RSSO) provides centralized and secure authentication. The platform's adherence to ITIL processes inherently promotes controlled changes and auditable actions, contributing to overall security. While specific certifications are not detailed, the focus on enterprise-grade security, including encryption support and protection against common web vulnerabilities, indicates a robust approach. Continuous updates and patches are crucial for addressing emerging threats, and BMC's frequent release cycle for Helix ITSM supports this.

Performance & Benchmarks

BMC Helix ITSM is engineered for high performance and scalability, essential for managing complex enterprise IT environments.

• Benchmark Scores: Specific public benchmark scores are not readily available. Performance is typically measured in terms of transaction throughput, response times, and concurrent user support, which vary greatly by deployment size and configuration.
• Real-world Performance Metrics: The platform aims for faster incident resolution, reduced failed changes (e.g., 40% reduction), lower cost per change event (e.g., 55% reduction), and increased process efficiency (e.g., 35% increase). Scalability is a key feature, allowing the system to adapt to changing business needs. Load balancing solutions are often used to optimize performance and ensure high availability.
• Power Consumption: As enterprise software, direct power consumption is not applicable. However, operational efficiencies via containerization in BMC Helix ITSM contribute to optimized resource utilization, indirectly impacting energy consumption of the underlying infrastructure.
• Carbon Footprint: Not directly applicable to the software itself. Resource efficiency and optimized infrastructure usage contribute to a lower overall environmental impact.
• Comparison with Similar Assets: BMC Helix ITSM is a leading ITSM platform, often compared with solutions like ServiceNow. It distinguishes itself through its blend of automation, user-centric design, and seamless integration of ITIL processes.

Analysis of the Overall Performance Status

BMC Helix ITSM is designed for robust performance and high scalability, critical for enterprise IT operations. While explicit benchmark numbers are not publicly detailed, the focus is on delivering measurable improvements in IT service delivery metrics, such as incident resolution times and change management efficiency. The architecture supports load balancing and high availability, ensuring consistent performance even under heavy loads. The adoption of containerization in BMC Helix ITSM further enhances performance by enabling more efficient resource allocation and faster deployment. Its competitive standing against other major ITSM tools suggests a strong performance profile in real-world enterprise scenarios.

User Reviews & Feedback

User reviews and feedback for BMC Software Remedy ITSM (now BMC Helix ITSM) generally highlight its comprehensive capabilities and robust feature set, alongside some areas for improvement.

• Strengths:
  • Comprehensive Functionality: Users appreciate its wide array of features, including incident management, problem resolution, change control, asset management, and service request management, providing a holistic approach to IT operations.
  • Automation and Workflow: Strong automation capabilities streamline IT operations, reducing manual tasks and increasing efficiency.
  • ITIL Compliance: The tool is highly valued for its ability to align with ITIL best practices, ensuring seamless integration of ITIL processes with business workflows.
  • Scalability: The platform is recognized for its ability to scale with business growth and adapt to evolving needs.
  • Smart Reporting and Analytics: Provides in-depth insights and analytics for informed decision-making.
  • User Experience (Smart IT/PWA): Modern interfaces like Smart IT and Progressive Web Apps (PWA) offer intuitive, social, and mobile service desk experiences, enhancing user productivity.
  • AI and Machine Learning: Recent versions leverage AI and ML for predictive service management, auto-classification, cognitive email analysis, and enhanced agentic chat, improving efficiency and user support.
  • Integration Capabilities: Offers native integrations with platforms like Salesforce and AWS, along with robust RESTful APIs for broader interoperability.
• Weaknesses:
  • Complexity: Some users find the comprehensive nature of the suite can be "too much to handle" for organizations seeking only basic help desk solutions, potentially leading to a steeper learning curve or over-provisioning for simpler needs.
  • Migration Challenges: The transition from older on-premises Remedy versions to BMC Helix ITSM can involve significant migration efforts.
• Recommended Use Cases:
  • Organizations requiring a robust, ITIL-aligned solution for end-to-end IT Service Management.
  • Enterprises looking to streamline and automate incident, problem, change, and asset management processes.
  • Businesses aiming to enhance self-service capabilities and improve user experience through modern interfaces.
  • Companies seeking to leverage AI and machine learning for predictive and intelligent service operations.
  • Environments needing strong integration capabilities with other enterprise systems.

Summary

BMC Software Remedy ITSM, now predominantly known as BMC Helix ITSM, stands as a leading enterprise-grade solution for IT Service Management. It offers a comprehensive suite of functionalities encompassing incident, problem, change, and asset management, all deeply rooted in ITIL best practices. The platform excels in providing extensive automation, smart reporting, and a highly scalable architecture that supports both on-premises and cloud deployments, including modern containerization for operational efficiency.

Key strengths include its robust feature set, strong ITIL alignment, and continuous innovation, particularly with the integration of AI and machine learning capabilities in BMC Helix ITSM. These advancements enable predictive service management, intelligent automation, and an enhanced user experience through modern interfaces like Smart IT and Progressive Web Apps. The platform's extensive integration options via APIs and native connectors ensure seamless operation within diverse IT ecosystems.

However, its comprehensive nature can present a learning curve or be perceived as overly complex for organizations with very basic ITSM needs. The ongoing transition from older on-premises Remedy versions to BMC Helix ITSM also implies a migration effort for existing users.

Overall, BMC Helix ITSM is a powerful, people-centric solution ideal for large and mid-sized enterprises seeking to optimize IT operations, enhance service delivery, and achieve ITIL compliance. It is particularly well-suited for organizations that require advanced automation, predictive analytics, and a highly scalable platform to manage complex IT landscapes and drive digital transformation.

The information provided is based on publicly available data and may vary depending on specific device configurations. For up-to-date information, please consult official manufacturer resources.