Comprehensive and powerful tool for overall IT Service Management - BMC Helix ITSM

Overall the product enhances the capability of incident management, problem management and change management. The AI based framework helps generated better visibility and reports. The effectiveness of enhanced service desk suuport improves end user experience as the incidents are handled well in time and aged incidents are highlighted at the right time.

This is great for large-scale incident and problem management. It allows teams of individuals to quickly correlate, track, and resolve incidents and problems across different business units. It shines when used to automate repetitive tasks, manage complicated service transitions, and integrate with multiple IT systems. However, it might not be effective for small organizations that need simple processes, as the robust features could involve a long learning curve, increased costs, and implementation of resource-consuming processes. Customization could also require a strong technical knowledge.