BMC Helix ITSM Makes Business Easier
Updated October 29, 2024

BMC Helix ITSM Makes Business Easier

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

Overall Satisfaction with BMC Helix ITSM

We use BMC Helix ITSM for several ITIL processes...asset, change, incident, knowledge and problem. It is used across the IT organization and even in some business units.

Pros

  • Friendly user interface
  • Ease of getting data out via reporting
  • New features being released regularly
  • Integration between modules

Cons

  • license structure
  • BMC Helix ITSM support maintains and supports the tool...my team no longer has to do this work, freeing them up to be more innovative
  • BMC Helix ITSM performs all upgrades...we have gone from 9 months for an upgrade to just about a month from dev to production
Very user friendly and easy to use. My team has to do little to no training on the tool when new releases are deployed.
BMC Helix ITSM does so much more than Snow Atlas.

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?

Yes

Did implementation of BMC Helix ITSM go as expected?

Yes

Would you buy BMC Helix ITSM again?

Yes

BMC Helix ITSM fits our use cases very well. And if there is a gap, we work with our account team to get new ideas submitted or find a way to fill that gap with functionality we may not be aware of.

BMC Helix ITSM Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
10
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
Not Rated
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

Evaluating BMC Helix ITSM and Competitors

  • Cloud Solutions
  • Scalability
  • Integration with Other Systems
  • Ease of Use
The most important factors for us was the ability to move support and maintenance of our ITSM tools from my small team to BMC, as well has having a solution that provides full Disaster Recovery and Business Continuity.

This was a huge lift for my team to move away from supporting ITSM so that they could focus on innovation and automation.

Using BMC Helix ITSM

ProsCons
Like to use
Relatively simple
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Submitting tickets
  • searching for tickets
  • Reporting
  • Nothing
Yes - Very well...fits to my screen size and very easy to use when away from my laptop

Comments

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