BMC Helix ITSM
October 16, 2024

BMC Helix ITSM

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

Overall Satisfaction with BMC Helix ITSM

We utilize BMC Helix ITSM as our central and global ticketing and Incident/Request/Change/Problem management system. We have begun using ComAround Knowledge to capture our SOPs and processand will be extending to AIOps and BMC Helix ITSM GPT shortly to extend capabilities for our users

Pros

  • Ticket Management
  • Reporting and Consolidation of contacts
  • Clean and friendly user interface

Cons

  • Extending additional API capabilities deeper into the tooling
  • Further support for multi-lingual textual analysis
  • Decreased Ticketing counts and MTTR
  • Increased customer and user satisfaction
Coming from ServiceNOW was easy with the new BMC Helix ITSM UI

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

As a centralized ITSM system this is an industry leader in ease of use

BMC Helix ITSM Feature Ratings

Incident and problem management
9.1
Organize and prioritize service tickets
10
Expert directory
8
Service restoration
9
Self-service tools
9
Subscription-based notifications
8
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
9.0
Configuration mangement
9
Asset management dashboard
9
Policy and contract enforcement
9
Change management
8.7
Change requests repository
10
Change calendar
8
Service-level management
8

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