Item: BMC Helix ITSM
Rating: 10
Author: Alfia Fisher

Overall Satisfaction with BMC Helix ITSM

Use Cases and Deployment Scope

I would say that a very primary thing that it addresses is the speed at which it answers pretty much questions for every department, for every user down to that level of just the user in terms of whether it's a question about a ticket, about an issue, about a place or a CI. I think the speed at which it's able to answer everything for everybody, whatever level of employment where you are, it's able to answer all of that. I think speed is the biggest standout.

Pros and Cons

Pros

I think in presenting, I'll say in presenting search results, it does that well. And that comes to mind because throughout the years, the product has increased in its ability to present what most likely are the answers. Obviously that's due to the AI included in it now. I think that's probably why I would say search results being a major thing. I think the relationships that are now able to be made through the software in terms of different cis and not just ticket types, meaning incident or work order or change tickets, but how the relationships are made in the system and kept and tracked throughout the system. So I think probably those two that come to mind.

Cons

Think my primary for what might be a better focused on is not separating so much the product from a technician that might be an engineer or developer working in the system for a customer. In other words, keeping that relationship close. I know and understand that BMC is a software company, but somebody has to run that software, somebody has to customize it for customers. I think those two are forever married because of what the software is and that is what gives it the rating of top rating out there in the real world is that connection. I think the biggest thing is not just because otherwise you end up with people who bought something and they may or may not know how to use it and however long they're there, somebody else comes in, you're introducing them to something that's new to them probably and they don't know how to use it and there's no one there to show them because that person's moved on.

Return on Investment

No, but I think that's primarily due to companies being slow to adopt it, to use it to go there. That's definitely the answer to the negative side, but I have extreme eagerness about jumping into it with them and helping them to get there and to get on this Helix train because I think they're going to be extremely glad that they did. It can do so much of what companies have always talked about that they need and want. I wish there was something that would do this and it does and it will and it's still customizable. It's interesting, it's like a new thing and you're looking around who's going to be the first to jump in with exception of the companies that actually have, but how close, how well do maybe more companies in the government space and outside of banking, how much do they know about it, how much are they aware of it? And maybe that could be a marketing note for BMC. I don't know. I don't think that they necessarily aren't marketing to the government space and now I think about it. Maybe some of that might be access to people who have clearances that would help them to have a bigger presence there. So there's that. That's a good one and that one I also look forward to.

Usability

Alternatives Considered

I have used ServiceNow and to me, it's not able to handle extremely large organizations and entities that software. And that was of course three or four years ago. So perhaps they've grown, but that's my opinion, my first impression based on some companies moving to it. That's my first thought is I foresee them coming back to Remedy or to Helix ITSM because I don't think they know that they can handle that software, can't handle this size of an organization.

Key Insights

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

Likelihood to Recommend

The closest that I would say for less appropriate would probably be a competing company that does the same thing. Then if you were to present it to a competing company and went in there, then you've got the risk of them finding out all your things about your software that they didn't know. So there's that.
Very well-suited companies, definitely everything related to customer service. Wherever you have a service desk, a help desk, that kind of thing for sure. Definitely there. Then also on the side of and in change management particularly, I think that's pretty much suited well for just about everywhere because all companies on whatever and different levels go through making changes in and two their environments and things in their company, but it's well proven if you don't go about it the right way, you could really mess some things up pretty badly. If you've got a plan and roll things out in a certain specific way, you'll be much better off and be much more happy with your results than just, "oh yeah, let's buy that, let's do this." And so I think those are specifics.

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