BMC Helix ITSM Solid, stable and user friendly ITSM tool.
June 27, 2024

BMC Helix ITSM Solid, stable and user friendly ITSM tool.

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Helix ITSM

Our primary use is for our Integrated Service Desk, Security Operations Center, and Network Operations. We also use ITSM and Digital workplace for business case automation, including HR, Finance, Contracts Management, and Supplier Management. We have built many automation and integration workflows to minimize human intervention in repetitive tasks and streamline the Service desk so that we can focus on real support issues.

Pros

  • The Service Asset and Configuration Management capabilities of Helix ITSM are awesome. It can be used as a central repository for all SACM information and seamlessly integrated with Helix Discovery.
  • It has the most certified ITIL process modules of any ITSM system. These modules work seamlessly with each other and give you the power to manage any situation effectively.
  • As an Administrator of Helix ITSM you have many tools at your disposal to create customizations, workflows. BMC makes it easy to manage the system, leaving time to develop customizations and workflows.

Cons

  • Service Level management configs can be lengthy, and when changes are needed to specific SLA, it does take a long time to configure. Templates work but only for certain things, lots of manual work is still required.
  • The Online product documentation can be confusing or in same cases not correct.
  • BMC products are sometimes expensive. When partners try to resell licenses or increase their own allotment, it becomes very expensive.
  • With ITSM Automation, we have reduced human intervention on certain calls by 50%, thereby reducing human effort and allowing staff to focus on high-priority issues.
  • Business use case automation has helped us to reduce manual work by automating some business functions. Combined with automated reporting, we have reduced costs significantly.
  • ITSM system that is easy to maintain and develop means we can spend more time and effort on complex workflows and customizations.

Do you think BMC Helix ITSM delivers good value for the price?

Yes

Are you happy with BMC Helix ITSM's feature set?

Yes

Did BMC Helix ITSM live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of BMC Helix ITSM go as expected?

Yes

Would you buy BMC Helix ITSM again?

Yes

BMC is the obvious choice for medium—to large companies. With all the functionality included, most of it will be used by more prominent companies. The cost vs. use makes sense for them. For smaller companies, the high cost of license implementation and running costs usually make BMC too expensive. Having a light version for them could increase BMC's market share.

BMC Helix ITSM Feature Ratings

Incident and problem management
9.7
Organize and prioritize service tickets
9
Expert directory
9
Service restoration
10
Self-service tools
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
10.0
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
10
Change management
9.3
Change requests repository
10
Change calendar
9
Service-level management
9

Comments

More Reviews of BMC Helix ITSM

  1. Home
  2. IT Service Management (ITSM) Tools
  3. BMC Helix ITSM Reviews
  4. User Review of BMC Helix ITSM