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BMC Helix ITSM review
KuldeepNayak
Senior Application Developer BMC at Balfour Beatty
Self-service portal significantly reduces resolution time and transforms service...
We initially had a lot of tickets generated via the service desk through calls and emails. Now, we have almost moved out of email creations by introducing the DWP features on the Studio pages, with about 90% of the tickets coming in via our self-service portal. Recent upgrades offer different types of views for particular business lines,...
BMC Helix ITSM review
Ameet Darole
IT Service Delivery at Abcl
Used for user ticket management, incident management, and event management
We had a manual event management process and a separate monitoring tool called Dynatrace. The alerts generated did not flow to the ITSM tool. With BMC Helix ITSM, the alerts flow and auto-route to respective technical support. If the alerts are resolved, the ticket will be automatically closed. So, the workload and automation are much...
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