BMC Helix ITSM, Powerful but effective
October 16, 2024

BMC Helix ITSM, Powerful but effective

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Helix ITSM

We use BMC Helix ITSM at several sites to integrate a large amount of tickets into a centralized desk.

Pros

  • Ticket correlation
  • Knowledge management and lookup

Cons

  • The GUI is voluminous and could use some trimming down!
  • Like to see more dynamic menus based on our particular configuration
  • BMC Helix ITSM has allowed us to concretely access our knowledge base
Although it is a very powerful product, it can be complex to navigate and daunting to brand new users.
By far the most powerful product, BMC Helix ITSM also has a steep learning curve,

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

Red Hat OpenShift, Red Hat Enterprise Linux (RHEL)
It is well suited for complex ticketing scenarios but not necessarily easy to navigate for simple cases.

BMC Helix ITSM Feature Ratings

Incident and problem management
7.1
Organize and prioritize service tickets
7
Expert directory
7
Service restoration
8
Self-service tools
5
Subscription-based notifications
5
ITSM collaboration and documentation
9
ITSM reports and dashboards
9
ITSM asset management
7.7
Configuration mangement
9
Asset management dashboard
9
Policy and contract enforcement
5
Change management
7.0
Change requests repository
8
Change calendar
Not Rated
Service-level management
6

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