My Independent Review
Overall Satisfaction with BMC Helix ITSM
We support various customers across industries on there ITSM Journey/Projects, We are a BMC Partner in South Africa and implemented the BMC Helix ITSM solution for various customers.
One problem customers have is where the existing solution they use do not have all the capabilities they are looking for. We engage with the customer to then enable them to onboard the unique capabilities BMC Helix ITSM has to offer.
Another problem is where there is a disconnect between the back office and the self-service users and service desk users. With the abiiity to communicate and use swarming adds a lot of benefit in resolving issues faster specifically saving time from a WAR room perspective.
One problem customers have is where the existing solution they use do not have all the capabilities they are looking for. We engage with the customer to then enable them to onboard the unique capabilities BMC Helix ITSM has to offer.
Another problem is where there is a disconnect between the back office and the self-service users and service desk users. With the abiiity to communicate and use swarming adds a lot of benefit in resolving issues faster specifically saving time from a WAR room perspective.
Pros
- Seamless interoperability between solutions
- Easy integration capabilities
- Allowing infusion of operations into service management providing the service desk real time visibility of a service.
Cons
- Marketing to outperform competitors like ServiceNow
- Better mobile experience in specific to Asset Management
- Channel agnostic approach to be more seamless so customers can use BMC Helix ITSM across channels regardless.
- We have some big customers where the experience form users to take-on the solution and use it was very successful and adoption was fast due to the easy nature of using the solution.
- Digital Workplace and the ability to customize portals is a great way to help organisations brand internal between business units.
- Service Monitoring provides a tremendous ROI if implemented correctly.
BMC CMDB and some key capabilities are much more easy to use and again the seamless workings between BMC products adds more value eliminating the need for integration.
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?
No
Did implementation of BMC Helix ITSM go as expected?
No
Would you buy BMC Helix ITSM again?
Yes
Comments
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