BMC Helix ITSM pros and cons

The solution can scale.

BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product.

Technical support has been fine.

The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information.

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.

The most valuable features are the simplicity and the in-duty features.

The most valuable feature for our customers using BMC Helix ITSM is change management.

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.

It's one of the top solutions on the market for ITSM capabilities.

The most useful aspect of Sage CRM is the capability to keep track of each staff member's communication and bill processing activities. The ability to track both customers and employees is a useful tool.

Support could be better.

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.

The dashboard can be better.

The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is.

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.

It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues.

I have customers that always would like to adapt and personalize BMC Helix ITSM more.

The notifications that the solution is providing are very helpful, they should keep improving them for the future.

The interface isn't that great.

Sage CRM would benefit from improving its interaction with email communication sites and social media platforms in order to gather more leads.