Achieving excellence with BMC Helix ITSM
September 12, 2024

Achieving excellence with BMC Helix ITSM

Olimpio J B Santos | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Helix ITSM

We use BMC Helix ITSM to control the major disciplines of ITIL (Change Management, Configuration Management, Incident and Request Fulfillment, IT asset management). The main scope is total conformance for hole IT services. Everything is working very well, integrated and secure.

Pros

  • IT Asset Management
  • Change Management
  • Configuration Management
  • User Portal

Cons

  • AI for Service Desk, It is still difficult to apply for ticket analysis
  • Positive impact - predictability of hardware and licensing costs
  • Positive impact - millions of dollars of avoided costs in shadow IT
  • Positive impact - reduction of costs for audit teams
The platform is very good, very useful, and has a lot of possibility to improvement with integrations.
High level of security of data, access control, usability, and possibility of customization

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

IT asset managemet, Configuration Management is particularllly excellent. We have all audit trail, with security, and data protection.

BMC Helix ITSM Feature Ratings

Incident and problem management
9.1
Organize and prioritize service tickets
9
Expert directory
9
Service restoration
9
Self-service tools
9
Subscription-based notifications
9
ITSM collaboration and documentation
9
ITSM reports and dashboards
10
ITSM asset management
10.0
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
10
Change management
9.0
Change requests repository
9
Change calendar
9
Service-level management
9

Comments

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