Good
October 16, 2024

Good

Venkata Pendyala | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Helix ITSM

We use BMC Helix ITSM for managing INC, PBI, CHG, Tasks, Knowledge Mgmt and Release Mgmt. one of the challenges we face is in defining Op & PROD Cats so we can relate them to tickets and provide better metrics to Management.

Pros

  • Good in Managing CHG
  • Good in Managing PBI
  • Good in Managing INC & Major INC

Cons

  • Defining quick ways for users to submit a ticket by service catalog
  • Defining Custom approvals for Change & other models
  • Very good
  • Excellent
good

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 very powerful & leading ITSM tool in the market and when implemented properly it will provide quick ROI for business

BMC Helix ITSM Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
10
Service restoration
10
Self-service tools
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
10.0
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
10
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

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