Just Honest
Updated December 16, 2024

Just Honest

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Helix ITSM

We have different use cases implementing customers. Major Problems are the quality of Products, Documentation and Support of BMC. The lack and quality of documentation is wide known. Our level of technical knowledge is strong. However the contact with BMC Support starts always on 1st level which, in my experience, is mostly incompetent, asking the same several times, taking too much time to accept we need specialists, etc.... it is hard this way.

Pros

  • Ticketing (Incients, Changes, Problems, Workorders)
  • Asset Management
  • DWP Catalog flexibility

Cons

  • Smart IT is obsolete.
  • New PWA should be Implemented OOTB for all forms
  • BMC SHould concentrate on Quality through the whole company. In my opinion, this just doesn't exist
  • Development flexibility helps to save time and automate
  • Migration Problems and missing Knowhow on BMC Side resulted in problems for us
  • Lack of quality and no interest to be better on bmc side. In my experience, its always just about solve this actual problem and mark it as solved. no lessons learned
there is always place for improvement. I think quality is poor. support 1st level is mostly no useful for us. technolgy is always changing. the switch from onprem installer to kubernets which happened in 2020 will never be forgotten. Without to inform the customers and partners no update was delivered for 2 years. that will be always a shame!
flexibility in development and customization. however now in saas we lost lot of that. anyway its all about fantasy. the idea of the solution from dough is still there even when innovation studio is trying to overtake. i hope bmc will stop with bad decisions

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?

No

Would you buy BMC Helix ITSM again?

Yes

BMC Helix ITSM is solution for bigger companies. In my opinion, there is no solution for smaller customers. DWP Catalog is very flexible and works well. There is lot of space to improve the BMC Helix ITSM Look and Feel which is now like splitted between Midtier and SmartIT. And please stop to come all the time with new solutions and technologies. We don't want to learn everything becasue of BMC. Best example is Reporting. There was Reporting Engine, then SmartReporting yellowfin, now we have dashboards grafana...what will be next ? please stop!

BMC Helix ITSM Feature Ratings

Incident and problem management
8.7
Organize and prioritize service tickets
9
ITSM collaboration and documentation
8
ITSM reports and dashboards
9
ITSM asset management
9.0
Configuration mangement
9
Change management
8.3
Change requests repository
9
Change calendar
7
Service-level management
9

Using BMC Helix ITSM

100 - mostly support persons from different customer companies. newly also human ressources users in bwf
5 - lot of patience and technical knowledge
  • incident management tickets
  • asset management content
  • dwp services
  • specific external systems integration
  • data collection with ai
  • automation customizations
  • innovation suite applications
  • business workflows integration
there is space for improvement

Evaluating BMC Helix ITSM and Competitors

  • Scalability
  • Integration with Other Systems
data migratio analysis and preparation. exact definition and documentation of environment. milestones and timeplan agreement with punishment in broken slas

BMC Helix ITSM Implementation

  • Third-party professional services
  • bmc support
  • problems reporting
  • product quality

BMC Helix ITSM Training

  • Online Training
  • No Training
the trainers dont have so much practical experiences. its mostly follow up and reading existing documentation withou own input. of course experiences people are on shore or have no free time. sad truth
for sure a training,even when it just means reading documentation, is helpful.

Configuring BMC Helix ITSM

it is good that the product configuration is so complex. that opens on the other side doors to all kind of usecases
speak a lot with support. require exact environment description. ask all the time what was done and why
lot of gateway connection to internal systems/interfaces

BMC Helix ITSM Support

first level is mostly just forwarde and it is hard to get to experts
ProsCons
Kept well informed
Slow Resolution
Less knowledgeable
Problems left unsolved
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Slow Initial Response
yes and it doesn't mean anything
Yes - depends on which one. sometimes it was ok, sometimes took too long or was exhausting, sometimes it didnt bring anything
there are of course also highlight where suppor does exceptional work. unfortunately its a minority of cases

Using BMC Helix ITSM

ProsCons
Like to use
Easy to use
Technical support not required
Slow to learn
  • ticket create
  • define sla
  • create dwp service
  • adapt archiving qualification
  • search for related workflow
  • configure new company
Yes, but I don't use it

BMC Helix ITSM Reliability

the product is,probably, really scalable. however as it is in cloud,this theme isn't of our interest anymore
for now we are satisfied. first two months 😉
could be faster. db is slower from introducing postgresql

Integrating BMC Helix ITSM

  • File import/export
  • Single Signon
  • API (e.g. SOAP or REST)
beware the gateway

Relationship with BMC Software Inc.

lot of management, never needed
no comment. got money, lost interest
any
unclear. lot of for less
exact wording and punishments

Upgrading BMC Helix ITSM

  • release of hw
  • new features
  • less internal support for environment
  • new features
  • stability
  • performance

Comments

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