BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations.
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HubSpot CRM
Score 8.4 out of 10
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HubSpot’s CRM enables growth-minded businesses to optimize their relationships with leads and customers. Through harnessing the power of carefully crafted sales, marketing, customer service, content management, and operations tools, the software aims to make it easy to unify team strategy and drive conversion. Additionally, the software allows users to connect with over 875 integration apps, APIs, and solutions partners to create a customizable user experience that suits the way teams work.…
BMC Helix ITSM it is all round platform for any size enterprise offering every capability you would need with a high level of customization capabilities offering the possibility to align the tool to your processes. The platform leverages AI in multiple places improving the overall experience and efficiency. Unfortunately some parts of the platform are still running on old technology, holding back the rest of platform from evolving even faster
I am giving it a 9 rating out of 10 because it has saved my job and helped my team to cracks very big deals. Last year, we were supposed to give a presentation to a client as we were about to sign him for a project. The client asked for our numbers in a real meeting, but we hadn't prepared them for our presentation. I logged in to HubSpot CRM and created a small report that included the relevant numbers. This turned out to be a very good decision for our company, as we subsequently signed that client.
AI drive incident correlation leading to identifying problems and major incidents quickly.
Digital Workplace gives end-users a modern and personalized UI to submit requests, monitor service health, and receive self-help.
As an enterprise ITSM, it is critical that Request, Incident, Problem, Asset, and Change Management are integrated and flow together. BMC Helix is built on this principle.
Timeline view and conversation log is extremely helpful and an underrated feature; this is in addition to the entire user profile view.
Task management is simple but effective.
Deal and company tracking with stakeholder management inside companies / deals is very handy; we know what is happening even though we might not be directly working on it.
Gmail integration is quite smooth along with email tracking.
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.
More of an integration issue I think than a problem with HubSpot CRM, but we have AirCall integrated for direct phone lines and synching with individual users for outbound calls. Opening Aircall to make an outbound call automatically generates a new client - unattached to a company record as an orphan.
Historical records with activities is awesome but when creating a deal it isn't always a choice to capture last 30 days of history. When it is an option and you click to add that to a deal you can see all the activity items and people who have done anything with the "file".
I would like to see more native options for automation.
Thus far, our company has found HubSpot CRM to be a reliable service that serves its purpose well: a centralized business contacts database, accessible remotely, with a simple and visually-pleasing interface. Issues are non-existent or resolved quickly, and when the service is experiencing interruptions, notifications and/or updates are sent regularly.
Overall the product enhances the capability of incident management, problem management and change management. The AI based framework helps generated better visibility and reports. The effectiveness of enhanced service desk suuport improves end user experience as the incidents are handled well in time and aged incidents are highlighted at the right time.
I am giving it this rating because it has helped us keep track of leads, it saved us a lot of time by automating tasks, and it makes it easy for different teams to work together. It is user-friendly and has improved our approach to communicating with customers and closing deals.
Their tech support is top notch. They respond and get back to us, even on lower level incidents and issues, very quickly. It is rare that we deal with a support technician who does not know what they are doing.
Because when I needed help HubSpot responded immediately and provided me with the information I needed which enabled me to realize that HubSpot was even more customizable and easier to use than I thought! And I already thought HubSpot was very user friendly and easy to use, and then Support showed me how to manipulate the settings, columns and the appearance of the tool.
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
If you've had any prior experience with cloud based marketing automation or group communication tools, you can do the implementation without paid outside support. Though getting to a SLA (service level agreement) would be best achieved with the help of a third party who can facilitate
I believe Remedy's performance and market share exceeds its competitors. But it is worth mentioning that Microsoft's SCCM has excellent integration with Microsoft enterprise solutions and has is less expensive and not efficient. The IBM solution has better analytics but lacks the wide features and capabilities of Remedy. HP & CA are the real competitors for Remedy but lacks the stability, maturity, and effectiveness in Remedy
We've been using Hubspot for years and don't foresee making any changes away from it. It has been fully integrated into how our business operates. We ultimately selected HubSpot CRM because it had all the features and functions that our marketing, sales, and operations teams wanted. And it offered those features and functions at the right price point for our organization.
Positive: an introduction to ITIL and viewing Asset, User Management from the perspective of ITIL, and how BMC has implemented those processes
Negative: The development team needs to communicate better with the sales and support side, and they need offer an open API
Negative: Currently the Asset Management side has little security and validation of Asset input: anyone can make API (mostly), at any item, which is a problem that I am apart of solving.
The UX needs updating, badly. Its quality is poor: it functions, but it is cumbersome, click-heavy and requires several hours to understand how to function with it. Also, it needs to ditch IE11 support, altogether.
