Satisfied with BMC Helix ITSM. GPT is not yet integrated with all features. It has a long roadmap, but has evolved a lot compared to the previous version (OnPrem).
November 04, 2024

Satisfied with BMC Helix ITSM. GPT is not yet integrated with all features. It has a long roadmap, but has evolved a lot compared to the previous version (OnPrem).

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Helix ITSM

We use BMC Helix ITSM SaaS as Service Portal, Smart IT, Calendar, Helix GPT, Helix Insight (Proactive Problem Management and Real-Time Incident Correlation), CMDB, Helix Discovery. All business and IT requests are made through the Helix Service Portal, that is, Helix is ​​the company's request centralizer. The CMDB and Discovery modules assist with the Incident, Change and Delivery processes.

Pros

  • Centralization of requests through the Service Portal
  • Helix Discovery keeps the CMDB up to date and complete.
  • The Helix Dashboard has improved 100% compared to the old Helix Report.

Cons

  • Integração do bot com OpenAI (HelixGPT) e Smart IT (Ask HelixGPT). Em outras palavras, o prompt do bot deveria ser o mesmo do Ask HelixGPT.
  • Helix Insight (Proactive Problem Management and Real-time Incident Correlation) is not flexible for word discarding.
  • There is no native integration between products from the same vendor, for example Control-M.
  • All of the company's routines are fully interconnected with IT processes, so the use of Helix is ​​essential.
  • We evaluated other tools before choosing Helix, but BMC was the best option considering ROI.
We already had BMC Helix, so even after updating and using the SaaS environment, the processes are very similar. Some features have changed a lot, and for the better, such as the Helix Dashboard. In addition, new features based on user experience and AI have been implemented, such as GPT, Insights, and Innovation Studios.
Jira Service Management is a new tool with a lot of potential (highly rated by Gartner) but for now it lacks the experience, robustness and integrations with BMC Helix. And thinking about Service Operations, the discovery tool still needs to be improved. It is a promising tool, but it still lacks experience. Maybe in 2 to 5 years it will be an excellent option.

ServiceNow is a complete tool. It has a suite that serves all areas of the company, from HR to IT. The only problem, besides being very expensive, is the lack of clarity regarding licensing and future renewals. We have also heard reports from other companies that implementing business processes in the tool is very time-consuming and complex.

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

We use BMC Helix ITSM SaaS in DevOps scenarios due to its ease of integration with tools such as Jira, GitHub, Bamboo, etc. In addition, we use all the Change, Incident, CMDB, Knowledge Base, etc. modules integrated. This makes it easier to manage IT processes.

BMC Helix ITSM Feature Ratings

Incident and problem management
9.0
Organize and prioritize service tickets
9
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
9
ITSM asset management
8.0
Configuration mangement
8
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change management
8.7
Change requests repository
8
Change calendar
10
Service-level management
8

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