BMC Helix ITSM Pros
The solution can scale.
View full review »FG
Fairoz Gadad
Project Manager at Vyom Labs
BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product.
View full review »Technical support has been fine.
View full review »Buyer's Guide
BMC Helix ITSM
March 2023

Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: March 2023.
687,947 professionals have used our research since 2012.
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.
View full review »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.
View full review »The most valuable features are the simplicity and the in-duty features.
View full review »MD
reviewer1403640
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.
View full review »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.
View full review »SA
reviewer1288452
Principal Architect at a tech vendor with 5,001-10,000 employees
It's one of the top solutions on the market for ITSM capabilities.
View full review »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.
View full review »BMC Helix ITSM Cons
Support could be better.
View full review »FG
Fairoz Gadad
Project Manager at Vyom Labs
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.
View full review »The dashboard can be better.
View full review »Buyer's Guide
BMC Helix ITSM
March 2023

Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: March 2023.
687,947 professionals have used our research since 2012.
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.
View full review »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.
View full review »It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues.
View full review »MD
reviewer1403640
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.
View full review »The notifications that the solution is providing are very helpful, they should keep improving them for the future.
View full review »SA
reviewer1288452
Principal Architect at a tech vendor with 5,001-10,000 employees
The interface isn't that great.
View full review »Sage CRM would benefit from improving its interaction with email communication sites and social media platforms in order to gather more leads.
View full review »Buyer's Guide
BMC Helix ITSM
March 2023

Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: March 2023.
687,947 professionals have used our research since 2012.