Item: BMC Helix ITSM
Rating: 9
Author: Verified User

Overall Satisfaction with BMC Helix ITSM

Use Cases and Deployment Scope

As an MSP, BMC Helix ITSM is at the core of our business. We utilize DWP to offer our clients a self-service portal to be able to submit issues and requests in a convenient and modern experience. Our technical staff utilizes Smart IT to manage their work and quickly utilize resources such as similar issues and related knowledge to resolve issues and fulfill requests.

Pros and Cons

Pros

Simple workflow design to deploy catalog items
Proactively presenting technical staff with recommendation on how to perform their work
Keeping up with client needs by rapidly deploying new functonality.

Cons

Documentation

Return on Investment

Being able to quickly deploy and adapt the DWP user portal has reduced demand on technical staff by enabling efficient ticket creation and self-service with fulfillment automations.

Usability

Recent versions have addressed usability issues in the past by improving the user experience and addressing workflow issues. Overall, I like the approach they are taking by integrating workflows from both ITSM and IT Ops groups.

Alternatives Considered

Jira Service Management and ServiceNow IT Service Management

Key Insights

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

Other Software Used

Azure DevOps Services

Likelihood to Recommend

It offers the most holistic solution in my option to IT Service Management and IT Operations needs. It is rapidly evolving to meet demands of the changing landscape of truly bridging the IT Service Management and IT Operations with the integrated ServiceOps approach.

BMC Helix ITSM Feature Ratings

Comments

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BMC Helix ITSM Review