Go for Gold with the Best.
October 13, 2024

Go for Gold with the Best.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Helix ITSM

A ticketing system is used to address all the day-to-day tickets, e.g., service requests, incidents, infrastructure events, change management, work order assignment, and digitalized customized request forms with approval workflows. All this is tracked accordingly, and users are aware of the progress of each ticket status and self-serve to manage the request entirely. Notification will be sent as well to inform you of the creation and closure of each ticket status. This reduces all the unnecessary paperwork or emails that need to be tracked separately.

Pros

  • Change Management.
  • Incident Management.
  • Service Desk.

Cons

  • Self-serve dashboard for reports and details.
  • Service Desk.
  • Change Management.
Overall, we are satisfied with how it is able to address our company's alignment toward AIops with the built-in workflow automation to trigger playbooks with other third-party data sources or scripts.
It is very module-based, doesn't have much customization that requires integration effort and is time-consuming.

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

Splunk Cloud, Dynatrace, BMC Helix Client Management, BMC Helix Configuration Management Database (CMDB)
Highly customizable and strictly follows ITIL Process and with ISO20K standards that easily manage audits from PWC and KPMG for any evidence or findings. It is a customizable and complete suite for ITSM instead of separate modules and integration compared to their competitors. The visibility of each status is easy to use and unique to different user profiles.

BMC Helix ITSM Feature Ratings

Incident and problem management
8.0
Organize and prioritize service tickets
8
Expert directory
8
Service restoration
9
Self-service tools
9
ITSM collaboration and documentation
7
ITSM reports and dashboards
7
ITSM asset management
7.7
Configuration mangement
8
Asset management dashboard
7
Policy and contract enforcement
8
Change management
9.0
Change requests repository
9
Change calendar
9
Service-level management
9

Using BMC Helix ITSM

4000 - The entire company for different purposes.
5 - Intermediate skills.
  • Automation
  • Integration with 3rd party tool.
  • Reduce Service scope from 10k tickets to 2k.
  • Workflows automation.
It able to assist to achieve our overall ambitions towards aiops.

Comments

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