easy to use and complete tool, although they should be more open with future developers
July 08, 2024

easy to use and complete tool, although they should be more open with future developers

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

Overall Satisfaction with BMC Helix ITSM

We use the application as the main ticketing tool, as well as to inventory all our applications, equipment, printers, etc., in the CMDB. They actively use it with around 200 people, although there may be about 4000 clients. The application helps us comply with ITIL through forms and our own procedures.

Pros

  • Inventory. You can relate an asset with incidents, changes, no disponibility, etc in the same form
  • Development new features in the forms and make new workflows in an easy way
  • intuitive customer interface

Cons

  • Bugs in things that should have been checked before the release in new features
  • BMC Helix ITSM should allows downloading trial versions and manuals with use cases to be able to do tests in laboratories. They force you to buy the complete tool even if it is just to learn
  • Is necessary only one person can check all changes with their documents in an easy way with the checks in changes that match the same asset and date, calendar, etc
  • People without IT skills ask a chatbot about their need and that generates a complex workflow. This saves us workers who have to transfer the client's needs to the workflow.
It is very intuitive and complete. The only thing that keeps it from being outstanding is the ease of training developers and the bugs of the new features

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

Not sure

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

It is a tool that, for the customer, is very intuitive and complete. Anyone can use it with a short 1 hour training.For technical service it is also quite easy to use.But I would only recommend it if you have developers who have already worked with it because of what I mentioned in the negative points. You cannot download software to do laboratories at home and train yourself.

BMC Helix ITSM Feature Ratings

Incident and problem management
8.3
Organize and prioritize service tickets
10
Expert directory
7
Service restoration
6
Self-service tools
9
Subscription-based notifications
9
ITSM collaboration and documentation
8
ITSM reports and dashboards
9
ITSM asset management
8.3
Configuration mangement
9
Asset management dashboard
7
Policy and contract enforcement
9
Change management
8.7
Change requests repository
9
Change calendar
7
Service-level management
10

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