Item: BMC Helix ITSM
Rating: 8
Author: Verified User

Overall Satisfaction with BMC Helix ITSM

Use Cases and Deployment Scope

We are using BMC Helix ITSM to apply ITIL processes ( incidents, requests, changes and release) this is to address employees issues and requests and to track our environments changes and release.

Pros and Cons

Pros

allow employees to open incidents they are facing for example labtops issues
also we provide customer care team to open IM for customers issues that need solution from IT team
also enable the employees to open service request to receive IT services , maintenance services
to facilities employess onboarding and offboarding we develope workflow to give new employees requires services like users, email , labtop ...etc
some business processes like getting required appprovals cusotmer to reduce found rates and so on
track and close audit points

Cons

need to develop more in business process management to increase the scope of this area
asset management need to be easier

Return on Investment

it helps us managing tracking incidents and dashboards and reports more than enough it allows us to know what the weak points is or incidents trends
tracing changes that allow us to relate incidents related to which change happen and when it starts
from incidents and changes tracking we can create problems
it allows us to manage teams' performance and KPI's