ITSM Review
October 16, 2024

ITSM Review

Drew Hunt | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Helix ITSM

I work in the government sector moving multiple government agencies into a single 23.3 Enterprise system

Pros

  • Approvals
  • Notifications
  • Digital Workplace (Service Development)

Cons

  • Notifications for DWP (bring them into the Helix Notification Engine)
  • DWP Branding (give us the options that are available in the Studio pages)
  • multi-tenant capabilities
  • differentiation of roles
I was part of a team that created an ITSM application in Remedy 3.2 in the 90's. I've been very happy with ITSM

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

Even though there are things I would like improved, it's clear that BMC Remedy Helix is an industry leader in Service Management (ITSM). I have recommended it many times over the nearly 30 years I've worked with Remedy

BMC Helix ITSM Feature Ratings

Incident and problem management
7.7
Organize and prioritize service tickets
10
Expert directory
10
Service restoration
7
Self-service tools
10
Subscription-based notifications
5
ITSM collaboration and documentation
4
ITSM reports and dashboards
Not Rated
ITSM asset management
7.3
Configuration mangement
10
Asset management dashboard
7
Policy and contract enforcement
5
Change management
7.7
Change requests repository
8
Change calendar
7
Service-level management
8

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