BMC Helix ITSM - Enterprise Leader
October 03, 2024
BMC Helix ITSM - Enterprise Leader
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with BMC Helix ITSM
As a Managed Service Provider, we use BMC Helix ITSM to support our internal IT services, but also over 2,000,000 client users across over 130 clients.
BMC Helix ITSM enables our organization to facilitate manage changes, handle incidents, and fulfill service requests in a streamlined fashion. The intuitive functionality and AIOps within BMC Helix empowers our staff to triage quickly, and get to the point of resolution.
End-users access IT services through Digital Workplace, a modern personalized user interface.
BMC Helix ITSM enables our organization to facilitate manage changes, handle incidents, and fulfill service requests in a streamlined fashion. The intuitive functionality and AIOps within BMC Helix empowers our staff to triage quickly, and get to the point of resolution.
End-users access IT services through Digital Workplace, a modern personalized user interface.
Pros
- AI drive incident correlation leading to identifying problems and major incidents quickly.
- Digital Workplace gives end-users a modern and personalized UI to submit requests, monitor service health, and receive self-help.
- As an enterprise ITSM, it is critical that Request, Incident, Problem, Asset, and Change Management are integrated and flow together. BMC Helix is built on this principle.
Cons
- Like most ITSM platforms, there are varied levels of licensing and functionality. A more simplified approach to functionality would be well received.
- BMC Helix offers several integration paths for 3rd party products, from 'easy' to use technologies like BMC Helix iPaaS (additional licensing required) to direct API integrations. It would be great if BMC worked with other industry leaders to create more OOTB (and free) integrations.
- BMC documentation is thorough but the online enterprise training programs are limited and dated.
- Through AI Incident correlation and workflow fine tuning, we have seen a nearly 50% improvement on the 'noise' being generated via system alerts.
- Prior to migrating to BMC Helix SaaS we had regular system issues and downtimes within our ITSM while we managed the complex on-premise infrastructure. Since migrating to Helix, we have seen 100% availability for 12+ months and rarely have had even minor service interruptions. The system stability has been critical for us in how we manage our business and MSP practice.
- The system scalability has been incredible. We are able to manage over 2,000,000 end users and over 125 operating companies. As we grow, BMC scales our environment to keep us ahead of the curve.
- The Digital Workplace application allows us to cater a self-service platform not only at the company level, but within sub-groups inside of a company.
- ServiceNow Now Platform, Cherwell Service Management (discontinued), Freshservice, Jira Service Management and Halo Service Desk
As I mentioned, as an MSP we are exposed to most ITSM products on the marketplace. On completeness of offering, we find BMC ahead of the rest.
The only other comparable product is ServiceNow, and functionality is neck and neck with BMC ahead in ITOM, and with ServiceNow pricing is premium for the branding and marketing.
The only other comparable product is ServiceNow, and functionality is neck and neck with BMC ahead in ITOM, and with ServiceNow pricing is premium for the branding and marketing.
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 Feature Ratings
Using BMC Helix ITSM
2000 - IT and Line of Business workers from Service Desk through to Engineer.
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