Happy Customer
October 16, 2024

Happy Customer

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

Overall Satisfaction with BMC Helix ITSM

Use BMC Helix ITSM for ITSM ticketing. Governance and better decision making on change mangement.

Pros

  • Provide a customizable solution for IT Service Management
  • Real time reporting - love new Grafana reporting that replaced Smart Reporting

Cons

  • Blue/Green deployments
  • transformed our Incident Communication and automation
PWA

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

I have been a partner with BMC for 7 years and we moved to PWA last year. This has been a game changer for our organization in which we have moved our communications in this tool which has streamlined and automated a lot of our manual processes

BMC Helix ITSM Feature Ratings

Incident and problem management
9.0
Organize and prioritize service tickets
9
Expert directory
8
Service restoration
10
Self-service tools
10
Subscription-based notifications
9
ITSM collaboration and documentation
7
ITSM reports and dashboards
10
ITSM asset management
8.0
Configuration mangement
8
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change management
8.0
Change requests repository
8
Change calendar
Not Rated
Service-level management
Not Rated

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