IT Central Station is now PeerSpot: Here's why

BMC Helix ITSM Pros

AA
Technical Program Manager / Site Lead at a computer software company with 51-200 employees
The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer.
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Fairoz Gadad - PeerSpot reviewer
Project Manager at a computer software company with 501-1,000 employees
BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product.
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Jyoti Ranjan - PeerSpot reviewer
ITSM Consultant at a media company with 10,001+ employees
We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us.
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Buyer's Guide
BMC Helix ITSM
June 2022
Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: June 2022.
610,190 professionals have used our research since 2012.
Horacio Lago - PeerSpot reviewer
Response for services and allocation at Quait Consulting
It has the power to automatize several different tasks in the ITSM world.
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Navneet Gupta - PeerSpot reviewer
IT Manager at a manufacturing company with 10,001+ employees
BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC.
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Shrikant Pillay - PeerSpot reviewer
Service Management Consultant at Tata Consultancy
The most valuable features are the simplicity and the in-duty features.
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MD
Executive Consultants Team Lead at a tech services company with 11-50 employees
The most valuable feature for our customers using BMC Helix ITSM is change management.
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NS
Solutions Architect at a computer software company with 10,001+ employees
What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure.
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MakhosonkeMatshoba - PeerSpot reviewer
ESM Specialist at LetsCloudIT
BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available.
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EC
Sales Engineer at a tech services company with 51-200 employees
Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets.
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BMC Helix ITSM Cons

AA
Technical Program Manager / Site Lead at a computer software company with 51-200 employees
The reports need improvement, it is not a good functioning tool.
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Fairoz Gadad - PeerSpot reviewer
Project Manager at a computer software company with 501-1,000 employees
I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself.
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Jyoti Ranjan - PeerSpot reviewer
ITSM Consultant at a media company with 10,001+ employees
Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features.
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Buyer's Guide
BMC Helix ITSM
June 2022
Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: June 2022.
610,190 professionals have used our research since 2012.
Horacio Lago - PeerSpot reviewer
Response for services and allocation at Quait Consulting
Some parts of the solutions are using the old interface.
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Navneet Gupta - PeerSpot reviewer
IT Manager at a manufacturing company with 10,001+ employees
It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics.
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Shrikant Pillay - PeerSpot reviewer
Service Management Consultant at Tata Consultancy
It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues.
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MD
Executive Consultants Team Lead at a tech services company with 11-50 employees
I have customers that always would like to adapt and personalize BMC Helix ITSM more.
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NS
Solutions Architect at a computer software company with 10,001+ employees
In the next release, I would like to see AI used for classification or categorization.
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MakhosonkeMatshoba - PeerSpot reviewer
ESM Specialist at LetsCloudIT
The notifications that the solution is providing are very helpful, they should keep improving them for the future.
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EC
Sales Engineer at a tech services company with 51-200 employees
It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better.
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Buyer's Guide
BMC Helix ITSM
June 2022
Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: June 2022.
610,190 professionals have used our research since 2012.