Go-to ITSM tool for an organization
April 11, 2025

Go-to ITSM tool for an organization

varun kohli | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Helix ITSM

Dynamic ITSM tool, used by users to log calls/requests.

Pros

  • Request Logging
  • Communication to service Team
  • Workflow based approval wherever applicable
  • Recording change

Cons

  • Personalization can be taken up to next level
  • Interface can be updgraded
  • Automated approval workflows can be placed
  • Technology can be improved with changing time
  • They claim to provide 45% efficiency in service desk working.
  • Plus ROI is marked as 3 times the cost which is great
  • Useful software for working in any organization so return 100% i beleive.
Its a great software.

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

SAP S/4HANA Cloud, SAP Ariba, SAP Concur, eWMS, PiLog Master Data Record Manager (MDRM), SAP Business One
1) For service requests as per ITIL standard working.
2) For change logs, lifecycle and closure.
3) For asset recording and status.

BMC Helix ITSM Feature Ratings

Incident and problem management
9.6
Organize and prioritize service tickets
9
Expert directory
9
Service restoration
10
Self-service tools
10
Subscription-based notifications
9
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
10.0
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
10
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

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