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We use BMC Helix ITSM for the complete end-to-end ITSM suite, mainly for ticketing and service management.

BMC Helix ITSM supports our IT service management processes primarily for all incident, problem, and change management, covering all the basic and traditional modules of ITSM.

BMC Helix ITSM is a good product out-of-box, with a lot of functionalities built-in, so there is no need to worry—just plug and play.

From the features perspective, integrations have been the most valuable in improving our service delivery with BMC Helix ITSM.

Integrations are particularly valuable because I cannot just run with BMC Helix; I need to integrate it with my existing platforms.

Currently, we are not utilizing the AI functionality in BMC Helix ITSM as we are still in the roadmap and development phase at this point in time.

There isn't anything that I would suggest for improvement in BMC Helix ITSM at this point because we have not started fully leveraging it. Once we start leveraging the automation and AI, then we will understand what needs to be improved.

I think customizations can be better, and definitely, documentation can be better to make the process smoother.

I started with BMC Remedy from 2006, and with BMC Helix, it has been almost three years since we upgraded our Remedy on demand to Helix.

We work with the cloud version of BMC Helix ITSM.

Regarding the stability aspect, I find BMC Helix ITSM stable, and that is why we have been with the product for the past 15 years.

BMC Helix ITSM is scalable.

I would evaluate the BMC tech support as very good.

On a scale of one to 10, I would rate the tech support of BMC as 10.

Positive

Apart from BMC Helix ITSM, I have worked with another ITSM solution, as I am also a ServiceNow architect.

The main differences between BMC Helix ITSM and ServiceNow are that ServiceNow is more user-friendly, with user screens and navigation being more intuitive, but Helix is also improving. Otherwise, they are two different technologies.

The setup process and migration part are definitely not straightforward. We need to address some challenges, but they are not too significant.

BMC Helix ITSM brings a return on investment.

My thoughts on the pricing and licensing cost of BMC Helix ITSM are that it is flexible.

I have faced many challenges with BMC Helix ITSM, but we get substantial BMC support, although technically, we need to make many adjustments to fit it to our organization.

We have not fully leveraged the tool now, so we need to see how it fits our organization. On a scale of one to 10, I rate BMC Helix ITSM as a product and solution between seven to eight.

I worked for four to six months with ServiceNow, and then I left it and am generally using more GenAI open-source platforms now.

It was just for one or a few projects that I implemented ServiceNow.

I mainly used it for the development of some no-code platform, but it was very limited usage, after which I moved on.

I didn't do any sort of incident management.

I used it for some sort of analytics to help overcome challenges and check what was wrong if something was wrong.

It did help me see some benefits from using it.

In terms of time, it helped me save time.

It would be more than 30% in time savings.

There were less man-hours in terms of automation capabilities. It helped me with faster service delivery times.

It was faster to develop with ServiceNow.

ServiceNow's customization is not too agile in those cases; it takes a little bit of time.

They should integrate open-source LLM tools and make it a further low-code, no-code build with GenAI. I'm not sure if it is there, but if they can make it a no-code, low-code with GenAI, that would be much better.

I worked for four to six months with ServiceNow, and then I left it and am generally using more GenAI open-source platforms now.

It was easy for me to initially set up this tool.

It took approximately a couple of days to set up ServiceNow.

There were no downtimes, and I never had any sort of technical errors or stability falls.

Regarding scalability, I didn't feel that at any point this tool was not scalable enough or that I had to increase my usage.

I didn't need to contact the technical support of ServiceNow.

Neutral

I didn't actually choose ServiceNow over something else on the market because this came recommended heavily by our CTO.

It was easy for me to initially set up this tool.

It took approximately a couple of days to set up ServiceNow.

I am using some of the no-code, low-code platforms which are more GenAI, such as L-Leverage and others when comparing ServiceNow to something else that I'm working with.

I can't remember any noticeable difference in features or performance when comparing those tools to ServiceNow.

ServiceNow was really good back then, but now there are many other tools which are working better if it was my choice.

I already gave feedback about ServiceNow some time back.

It was more Orchestration, but it was two or three years back.

On a scale from one to ten, I rate ServiceNow a six out of ten.