Recommend BMC Products to all IT Operations
October 17, 2024
Recommend BMC Products to all IT Operations
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with BMC Helix ITSM
We are using this for customer interactions, ticketing, device management and knowledge bases. Our CSR's are utilizing the ticketing for our customer relations and problem resolution in tandem with our evolving knowledge bases inside BMC Helix ITSM
Pros
- Ticketing
- categorization of incidents
- reporting
Cons
- Some instances of glitching, lag in the interface
- more control over interface customization for end users preferences
- duplication recognition capabilities
- This has allowed us to follow our customers trouble reporting extensively
- This has allowed us to integrate with our survey platform to gain insights
- The above has allowed us to drive excellence in CSAT to satisfy contract extension
In my opinion, Servicenow is overly expensive and pulling the curtain back exposes a deep abyss of insufficiency compared to the true capabilities of BMC Helix ITSM. I think Servicenow is shiny out of the box, but you find it is inferior after a deeper dive
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
Comments
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