BMC Helix ITSM has made our merger easier
October 16, 2024

BMC Helix ITSM has made our merger easier

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

Overall Satisfaction with BMC Helix ITSM

We are using BMC Helix ITSM to integrate the IT Service Management processes of three companies that merged into one. We have been able to start implementing best practices and eliminate the issue of 'that's the way we've always done it'. BMC has been a great partner to help sell ITSM to a diverse IT audience.

Pros

  • Dashboards
  • Integration of ITSM Processes

Cons

  • Modeling services to the need of the customer.
  • Self Service and the ability to reduce calls to the Service Desk
  • Resource Management and focusing our resources
Easy to use, very intuitive.

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 focused on delivering ITSM solutions where some competitors are more interested in being 'everything to everyone'

BMC Helix ITSM Feature Ratings

Incident and problem management
8.9
Organize and prioritize service tickets
10
Expert directory
8
Service restoration
8
Self-service tools
10
Subscription-based notifications
6
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management ()
Not Rated
Change management
9.7
Change requests repository
9
Change calendar
10
Service-level management
10

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