ITSM Review
October 16, 2024

ITSM Review

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

Overall Satisfaction with BMC Helix ITSM

Working on an enterprise Helix environment. full ITSM and DWP

Pros

  • dwp services
  • Smart Recorder
  • Progressive views

Cons

  • work order is not in sync with the rest of ITSM
  • More examples for DWP objects
  • a way to pass 1st level support for developers
  • only R&D knows how to help with hybrid environment. We only use SASS for customer interface
  • would like a list of code updates with the upgrade not just general statements
  • bring back the user client for developers

work Order needs to be improved

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

Have been working with ARS since 1996.

BMC Helix ITSM Feature Ratings

Incident and problem management
9.2
Organize and prioritize service tickets
10
Expert directory
10
Service restoration
10
Self-service tools
10
ITSM collaboration and documentation
5
ITSM reports and dashboards
10
ITSM asset management
8.0
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
8
Change management
9.0
Change requests repository
9
Change calendar
9
Service-level management
9

Comments

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