Great tool!
August 14, 2024

Great tool!

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC AMI Ops

We use BMC Helix ITSM in our company for various use cases. One such use case is for event monitoring, which is linked to ScienceLogic, It seamlessly integrates with BMC Helix ITSM and automatically syncs all the tickets. We also use BMC Helix ITSM to manage various change requests and tasks. BMC Helix ITSM is useful for easily managing tickets throughout their lifecycle.

Pros

  • Manage tickets efficiently and efficiently
  • Provide insights by giving the options for reports
  • Complete support to manage incidents, change requests, tasks

Cons

  • It could be a lot more faster as it takes a bit of time to open and show information
  • Better UI/UX, it has a outdated UI
  • Easier to upload files and adding drag and drop option
  • Cuts Unplanned Downtime in Half
  • Legacy solution cost savings
  • Helps in foreseeing issues and reduce SLA breaches
I give BMC Helix ITSM this rating since I really like the tool, however I think that the User friendliness is a bit low, which is why I have reduced 3 points from the rating. It could be hard for someone who is just entering the field, so the barrier to entry should be made easier.

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

I would definitely recommend it to colleagues if they need an IT Service management platform and require end to end support along with detailed explanation which is required.
I would not recommend if a new age client requires an ITSM as there are options like Service now that integrate with other tools better rather than BMC Helix ITSM.

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