BMC Helix ITSM makes my things easier!
Updated October 23, 2024

BMC Helix ITSM makes my things easier!

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

Overall Satisfaction with BMC Helix ITSM

We use BMC Helix ITSM for our customer portal and ticketing tool. The tool allows customers to report their issues or submit requests for new items, and we can route those tickets to the correct groups, in order to resolve their issues/requests quickly.

Pros

  • Service Portal in Digital Workplace for users to submit new requests/tickets
  • Smart IT smart recorder for IT agents to quickly create tickets
  • Can customize the forms/fields for our needs.

Cons

  • I think developing progressive web applications is hard to do, the interface is difficult
  • there are so many configuration settings, sometimes it's hard to remember where to find what. Whether it's in a form or the configuration settings.
  • Higher customer satisfaction
It is easy to customize. From the admin side, it is more difficult to use and find config settings. From the tech side, it is easier to use.

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

BMC Helix ITSM is very customizable and can be changed to fit your needs, from forms to drop downs to adding fields.

BMC Helix ITSM Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
ITSM asset management
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change management
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated

Comments

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