Item: BMC Helix ITSM
Rating: 9
Author: Tim Kendall

Overall Satisfaction with BMC Helix ITSM

Use Cases and Deployment Scope

In our organization, we use BMC Helix ITSM to capture requests from the business for all of our support offerings, whether that be IS, HR, or facilities management. We can easily manage and track any and all of our business needs through a single tool, we then utilize these requests to generate change requests, work orders or incidents for our internal support groups, or to integrate our solution to 3rd party companies through RestAPI to bi-directionally communicate the request parameters. Our Contracts and Assets are all managed within BMC Helix ITSM today as well.

Pros and Cons

Pros

Request Management
Ease of Use through the interfaces
Helix Dashboards for reporting

Cons

Contract Management, hasn't been updated to be used in the latest User interface
Customization of forms to integrate into the Smart IT console
Smart IT console to contain administration modules/forms

Return on Investment

Through the use of Helix dashboards we are able to easily view our metrics and how successful we are at meeting our service targets
Through Digital WorkPlace our business has a single area to go to easily request whatever service they need, and aren't required to go to multiple applications
The highly customizable interface allows for ever changing business needs and procedures

Usability

The interface itself is very easy to navigate for even the beginner user, there are multiple User interfaces to satisfy the needs of different support agents. The process lifecycles and separated modules allow for better organization of each request lifecycle to ensure every request is successfully fulfilled end to end. The Helix Dashboards are easy to use and navigate and offer a very visually appealing view of the analytical side of our system.

Alternatives Considered

ServiceNow IT Service Management and Freshservice

ServiceNow and Freshservice although both have a very modern interface, they both have some major drawbacks that limit their ability to compare to the BMC Helix ITSM suite of applications. Freshservice, although has been on the market for quite some time now, offered a very basic, limited console, which is great for small companies that don't need a lot of advanced or custom processes. Whereas ServiceNow appeared very limited on how much a workflow could be customized, unless you're having to build new processes that can be complex and cumbersome to integrate with existing or out of the box functionality. The backend interface for ServiceNow is very dated and appears clunky to work with.

Key Insights

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

Likelihood to Recommend

BMC Helix ITSM offers a wide array of different modules for better organization of the different classifications of ticket types to allow for clear distinction between the different types. The change management module follows a very customizable and innovative lifecycle to easily align to the internal business process. The Developer Studio allows for customizations of virtually any scenario you would like created or changed.

BMC Helix ITSM Feature Ratings

Comments

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BMC Helix ITSM is a great product that offers a wide variety of modules and processes to suit your business needs