BMC Helix ITSM
October 16, 2024

BMC Helix ITSM

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

Overall Satisfaction with BMC Helix ITSM

We use BMC Helix ITSM to support our customers, if they have any issues with the product. We also use BMC Helix ITSM for Change Management. The Product helps us to streamline our communication and offer our customers a Self Service Portal, with which they can open Incidents, Requests and so on.

Pros

  • Easy and userfriendly Self Service Portal
  • All information is displayed at the right time in the right place
  • BMC Helix ITSM GPT enhances the user experience and helps with efficiency gains

Cons

  • I think the Container Installation is heavy and maintenance intensive
  • In my experience, customisation is really difficult and complex
  • I think the Architecture of the tool is complex (Many redundant functionalities)
  • Cost cuts in Support
  • Raised efficiency in Support
  • Reduced costs in Change Management
BMC Helix ITSM could benefit from reducing the complexity in the architecture and the modules. There are many modules which are redundant and could be cut off with little losses. Overall BMC Helix ITSM offers a wide range of functionality and every process of a company could be supported by it.
BMC Helix ITSM offers an onpremise option, which is not provided by many of the big ITSM solutions. BMC offer an integrated plattform solution, which does not need any addons or custom connectors to integrate every solution, like inventory, event management, Configration Management Database or it operation Management together. BMC offers all solutions on one plattform.

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 is well suited for customers with a big budget and who wants to tightely customize the processes to their needs. BMC Helix ITSM is not suited for customers with less than 100 Users which want to use ITIL Out-of-the-Box functionality without customize it heavily and with basic needs.

BMC Helix ITSM Feature Ratings

Incident and problem management
7.7
Organize and prioritize service tickets
7
Expert directory
7
Service restoration
7
Self-service tools
9
Subscription-based notifications
8
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
ITSM asset management
10.0
Configuration mangement
10
Asset management dashboard
10
Change management
8.3
Change requests repository
8
Change calendar
8
Service-level management
9

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