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BMC Helix ITSM pros and cons

Vendor: BMC
4.0 out of 5
3,008 followers
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BMC Helix ITSM Pros review quotes

ShashiGupta - PeerSpot reviewer
Mar 16, 2024
If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions.
AA
Feb 26, 2021
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.
BrunoPires - PeerSpot reviewer
Sep 7, 2022
The solution can scale.
Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: May 2024.
771,346 professionals have used our research since 2012.
FG
Oct 26, 2021
BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product.
TM
Jun 30, 2020
In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything.
MOHSIN SHAWL - PeerSpot reviewer
Dec 16, 2022
Technical support has been fine.
it_user1411707 - PeerSpot reviewer
Nov 15, 2020
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.
RajkumarK - PeerSpot reviewer
Nov 21, 2023
It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl
AANKITGUPTAA - PeerSpot reviewer
Oct 12, 2022
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.
HL
Mar 11, 2021
It has the power to automatize several different tasks in the ITSM world.
 

BMC Helix ITSM Cons review quotes

it_user865437 - PeerSpot reviewer
May 7, 2018
Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy.
ShashiGupta - PeerSpot reviewer
Mar 16, 2024
The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility.
AA
Feb 26, 2021
The reports need improvement, it is not a good functioning tool.
Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: May 2024.
771,346 professionals have used our research since 2012.
BrunoPires - PeerSpot reviewer
Sep 7, 2022
Support could be better.
FG
Oct 26, 2021
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.
TM
Jun 30, 2020
They could be more responsive to feedback from their community board.
it_user1411707 - PeerSpot reviewer
Nov 15, 2020
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.
MOHSIN SHAWL - PeerSpot reviewer
Dec 16, 2022
The dashboard can be better.
RajkumarK - PeerSpot reviewer
Nov 21, 2023
Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable.
AANKITGUPTAA - PeerSpot reviewer
Oct 12, 2022
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.