BMC Helix ITSM Perspective
October 16, 2024

BMC Helix ITSM Perspective

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

Overall Satisfaction with BMC Helix ITSM

It Service Management - change, incident, request, knowledge mgmt, problem mgmt

Pros

  • Integration
  • Flexibility
  • Security

Cons

  • Reporting
  • Data mapping
  • Mid tier to smart it functionality disparity
  • Better alignment of services
  • Integration of other tools
  • Consistent service delivery
BMC Helix ITSM continues to improve their product and continues to make it relevant for today’s customers
BMC Helix ITSM is much more robust and configurable for the enterprise

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?

Yes

Would you buy BMC Helix ITSM again?

Yes

Enterprise ITSM mgmt and integration with other systems is capable of being the glue that holds it all together

BMC Helix ITSM Feature Ratings

Incident and problem management
8.2
Organize and prioritize service tickets
10
Expert directory
Not Rated
Service restoration
8
Self-service tools
8
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
8
ITSM reports and dashboards
7
ITSM asset management
7.0
Configuration mangement
7
Asset management dashboard
7
Policy and contract enforcement
Not Rated
Change management
9.0
Change requests repository
9
Change calendar
9
Service-level management
Not Rated

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