New to BMC Helix ITSM
October 16, 2024

New to BMC Helix ITSM

Jill Ober | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Helix ITSM

We will use BMC Helix ITSM for our ticketing support. We are implementing now and find far superior to what we are currently using

Pros

  • Creating Tickets
  • Closing Tickets

Cons

  • Allowing tickets to be locked while technician opens
  • The Self Service Is key to our company
The information required in the ticket helps to speed up our process with Service

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?

I wasn't involved with the implementation phase

Would you buy BMC Helix ITSM again?

Yes

Not being able to lock a ticket is important to my team

BMC Helix ITSM Feature Ratings

Incident and problem management
8.9
Organize and prioritize service tickets
9
Expert directory
9
Service restoration
9
Self-service tools
10
Subscription-based notifications
8
ITSM collaboration and documentation
8
ITSM reports and dashboards
9
ITSM asset management
8.0
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
8
Change management
8.0
Change requests repository
8
Change calendar
8
Service-level management
8

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