Thanks BMC
October 16, 2024

Thanks BMC

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Helix ITSM

We use it for incident, change, and service request management. Enables a more seamless experience for customers, users, and stakeholders. Helix supports 50K incidents, 100K changes, and 30K service requests annually.

Pros

  • Easy to use interface
  • tightly integrated with the knowledge base.
  • Helpful dashboards and consoles.

Cons

  • #1 complaint from my front line analysts is the inability to delete/remote a saved note from an incident.
  • We can be nimble when helping our customers due to the easy to use interface and self service options.
It's easy to use.
Prior to our partnership with BMC, we used home grown tools to support the ITSM functions. Our tools were outdated, inefficient, and ineffective which is why we switched to BMC.

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

Well suited for incident management, but does not seem to be well suited as a development work management tool, therefore we have two different technologies at play in our company,

BMC Helix ITSM Feature Ratings

Incident and problem management
7.3
Organize and prioritize service tickets
6
Self-service tools
6
Subscription-based notifications
8
ITSM collaboration and documentation
9
ITSM reports and dashboards
Not Rated
ITSM asset management ()
Not Rated
Change management
3.7
Change requests repository
7
Change calendar
1
Service-level management
3

Comments

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