BMC Helix ITSM - a short review
August 06, 2024

BMC Helix ITSM - a short review

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

Overall Satisfaction with BMC Helix ITSM

We use BMC Helix ITSM primarily for the Incident management and Change management. The tool is mainly used by the Customers and Service desk agents to submit tickets for their issues in the services. The ticket will be worked upon by multiple support teams as per customer service level agreements.

Pros

  • Customer Service Overview
  • Incident reporting and tracking
  • KPI tracking and reporting

Cons

  • More customizable options on the UI
  • More intuitive reporting and dashboards
  • More low-code capabilities
  • Huge volume of incidents per day
  • Supported across multiple geo locations
  • Customization is not easy anymore
As my personal opinion, BMC Helix ITSM is easy to use with simpler incident process. All the other modules like change management, problem management, knowledge management, service request management are integrated seamlessly with the incident management. Also, this tool offers the complete view of the CMDB and its service offering.
Our company is a large scale enterprise and BMC Helix ITSM is a key tool for the incident management. In terms of load and volume of incidents, other tools are not efficient enough to handle the same volume.

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?

I wasn't involved with the implementation phase

Would you buy BMC Helix ITSM again?

Yes

BMC Helix ITSM is well suited for the scenarios where a IT Service Management application is needed at the enterprise level. it can also support multiple integrations and interfaces. also, it can be a one stop solution for the all the ITSM needs including Service request portal.

but, it is not suitable for smaller enterprises.

BMC Helix ITSM Feature Ratings

Incident and problem management
7.9
Organize and prioritize service tickets
9
Expert directory
7
Service restoration
8
Self-service tools
8
Subscription-based notifications
8
ITSM collaboration and documentation
8
ITSM reports and dashboards
7
ITSM asset management
8.3
Configuration mangement
8
Asset management dashboard
9
Policy and contract enforcement
8
Change management
9.0
Change requests repository
9
Change calendar
9
Service-level management
9

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