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BMC Helix ITSM OverviewUNIXBusinessApplication

BMC Helix ITSM is #5 ranked solution in top IT Service Management (ITSM) tools and #6 ranked solution in top Help Desk Software. PeerSpot users give BMC Helix ITSM an average rating of 7.2 out of 10. BMC Helix ITSM is most commonly compared to ServiceNow: BMC Helix ITSM vs ServiceNow. BMC Helix ITSM is popular among the large enterprise segment, accounting for 72% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 31% of all views.
BMC Helix ITSM Buyer's Guide

Download the BMC Helix ITSM Buyer's Guide including reviews and more. Updated: August 2022

What is BMC Helix ITSM?

BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.

BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.

Key Features

Some of BMC Helix ITSM’s key features include:

  • Solves service issues in a way that makes you more efficient. BMC Helix ITSM employs advanced analytic software that searches for areas where your organization can drive efficiencies to provide the best possible service.
  • Groups issues that recur in a way that streamlines both analysis and incident management. It uses artificial intelligence to identify and solve groups of incidents in real time. The AI automates these processes, which can prove both tedious and time-consuming.
  • Securely and seamlessly provides services across multi-cloud environments with “a single pane of glass” interface. This allows you to be highly flexible. You can configure your services in a number of different ways without having to worry that your multi-cloud environment won’t be able to support your service management.
  • The ability to view all of your management data in a way that provides you with clear insights into your system’s management. BMC Helix ITSM enables you to create custom reports and dashboards. This makes it possible for you to see any and all significant trends in your operations and services data.

Reviews from Real Users

BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.

A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”

Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.”

BMC Helix ITSM was previously known as Remedy ITSM, Remedy, Helix Remedy.

BMC Helix ITSM Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University

BMC Helix ITSM Video

BMC Helix ITSM Pricing Advice

What users are saying about BMC Helix ITSM pricing:
  • "I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
  • "BMC is a little bit cheaper than ServiceNow, but BMC doesn't have the same capabilities in its entry-level product at the moment. The basic version does not have the DWP features that most of our customers are requesting."
  • "It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."
  • "It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
  • "There are licenses to use this solution."
  • BMC Helix ITSM Reviews

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    Technical Program Manager / Site Lead at a computer software company with 51-200 employees
    Real User
    Top 20
    Lacking report functionality, complex to operate, but useful interactive activity logs
    Pros and Cons
    • "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."
    • "The reports need improvement, it is not a good functioning tool."

    What is our primary use case?

    The solution is for all IT management. It takes care of the day-to-day operations and customers' policies. The initial implementation was to start creating a knowledge base and capture information as it happened. Then by using that knowledge base analysis and see what trends are occurring within the systems.

    What is most valuable?

    The most valuable features I have found to be the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.

    What needs improvement?

    The reports need improvement, it is not a good functioning tool. No one in my organization seems to be able to use the reports properly. I think it is a dysfunction in the product because there has to be a more simplistic form for building those reports to allow the extrapolation of information for trend analysis and other operations. You want to be able to pull information from a variety of sources to see how you are providing support to the customer, this is what your performance base is. This is why those reports are a significant piece of the equation. You need to be able to produce those right now. People would rather create spreadsheets on their own and just thumb through all kinds of time-consuming tasks, why not use the actual databases that are there to produce that information.  

    For how long have I used the solution?

    I have been using this solution for many years.

    Buyer's Guide
    BMC Helix ITSM
    August 2022
    Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: August 2022.
    622,358 professionals have used our research since 2012.

    What do I think about the stability of the solution?

    When updates come out I am very hesitant when they put out a patch or an update because it disrupts some operations or functionality that is important. It makes it harder for us to readjust the solution and have to start implementing things all over again because the patches are not properly vetted.

    What do I think about the scalability of the solution?

    I have found the solution to be scalable. However, other competitors products such as ServiceNow are more robust and scalable. We have many people using the BMC solution in the organization, service managers, individual managers, problem manager, vendors, and individual tiers 0-3. The amount of people is needed as we service over 60 thousand people.

    How are customer service and support?

    The tech support is not consistent. You might get a good person to help you out and actually knows what he is doing or you get somebody who is trying to figure out a solution on their own. You both are left trying to figure out a solution together because you get the feeling you do not have the expertise that you should have for the product. When you initially make the calls, you have to break down the issue to such a deep level of explanation when it should be simplistic for them to understand. This causes some difficulties for the customer. This type of inexperienced customer service devaluates the product, this needs to be improved.

    What about the implementation team?

    The maintenance of the solution is overseen by a staff of approximately seven people.

    What's my experience with pricing, setup cost, and licensing?

    I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually.

    Which other solutions did I evaluate?

    I was trying to get my organization to use ServiceNow because it is more cloud-based. I have seen several demos of ServiceNow and I like the features that it has. It is more intuitive, easier to implement, define roles and manage.

    What other advice do I have?

    I would advise others to consider other options before choosing this solution such as ServiceNow. 

    I rate BMC Helix ITSM a four out of ten.

    Which deployment model are you using for this solution?

    Hybrid Cloud
    Disclosure: I am a real user, and this review is based on my own experience and opinions.
    PeerSpot user
    Fairoz Gadad - PeerSpot reviewer
    Project Manager at a computer software company with 501-1,000 employees
    Real User
    Top 20
    Development team is quick to address bugs or shortcomings in their product
    Pros and Cons
    • "BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
    • "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."

    What is our primary use case?

    Most of our customers use ITSM for incident, problem, and change management, and BMC gives them a complete solution. 

    What needs improvement?

    It would be great if BMC could integrate some new solution — something like DevOps — and improve the smart reporting features. Plus, 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.

    For how long have I used the solution?

    Our company is a BMC partner, and we've been using and promoting BMC products to our end customers for the past 20 years. Also, we install and customize BMC products.

    What do I think about the stability of the solution?

    Version 20.02 was stable, but I don't think 20.08 is quite stable because we have identified many bugs and reported them to BMC. So currently, BMC is working on that.

    What do I think about the scalability of the solution?

    I think most BMC products are scalable. I have somewhere close to 125 customers, and the number of users per client varies. Some only have a few hundred. Others have a medium-sized user base in the 3,000 range. At the highest end, our customers have upwards of 30,000. The only issue is the DWP catalogs or the DWP. We should be able to customize the DWP more. 

    How are customer service and support?

    BMC's technical support team needs to improve. Right now, the problem over here is we are not getting the exact answers on time.  Their engineers are mainly based in the US or Israel, and we get comprehensive dedicated support. Some of the Indian customer service representatives are also outstanding. Unfortunately, in the past six months or seven months, I've been getting brand-new engineers. Either they're not entirely aware of most cases, or they don't know how to troubleshoot further. So for any product to be stable and work correctly, BMC must ensure that customer service is excellent. Even though if your product is a hundred percent, we'll have problems marketing it to our customers.

    How was the initial setup?

    Installing and upgrading are relatively straightforward even if the customer is updating from a really low version, like 4.1 or 7.6. So a customer should be able to upgrade to 20.02 or 20.08, but would need to do it step by step. For example, you would have to upgrade to either 9.1 or 18.05 and then from 18.05 to 20.02. That entire process will take around six months to one year for the customer to come up to the scale or start utilizing the new version. So if I get a database and it's the proper version, BMC should be able to handle it. When I do a fresh installation, it should be competent enough to identify the entire workflows or whatever has been designed in the database and start the process. It should be a quick start rather than taking a year to come up with all the integrations and everything.

    What's my experience with pricing, setup cost, and licensing?

    The license that we provide to our customers is yearly. We don't offer a monthly license because we only sign yearly contracts with our customers. So you would need to get the customer's side of the story to answer whether Helix ITSM's price is fair because ServiceNow is currently capturing the ITSM market. BMC is a little bit cheaper than ServiceNow, but BMC doesn't have the same capabilities in its entry-level product at the moment. The basic version does not have the DWP features that most of our customers are requesting. When we do demonstrations, BMC uses the premium version, but customers can't afford the license for the advanced version. So they're missing some of the features they want, especially the ability to change the banners. 

    What other advice do I have?

    I would BMC Helix eight out of 10 because I have been working with BMC for almost 20 years now, and it's one of my favorites. BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product. I will definitely recommend the solution to other users.

    Which deployment model are you using for this solution?

    On-premises
    Disclosure: I am a real user, and this review is based on my own experience and opinions.
    PeerSpot user
    Buyer's Guide
    BMC Helix ITSM
    August 2022
    Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: August 2022.
    622,358 professionals have used our research since 2012.
    Jyoti Ranjan - PeerSpot reviewer
    ITSM Consultant at a media company with 10,001+ employees
    Real User
    Top 10
    Good incident management and reporting, ease of access, and stability
    Pros and Cons
    • "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."
    • "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."

    What is our primary use case?

    We mainly use it for service requests and incident management. It is being used for all problem tickets and change requests. We are using the latest version. 

    What is most valuable?

    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.

    What needs improvement?

    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.

    For how long have I used the solution?

    I have been using this solution for the past four years.

    What do I think about the stability of the solution?

    Its stability is good.

    What do I think about the scalability of the solution?

    We have around 7,000 users.

    How are customer service and technical support?

    Their support is sufficient and fine as of now. Our interaction is currently minimal. We generally use the community portal to contact the BMC team. We are also looking for other tools, and we are mostly connecting with the technical team.

    Which solution did I use previously and why did I switch?

    We used a tool called HEAT. We were also using the VPN version of Remedy that had to be installed on a system. We were not using the web-based version of Remedy.

    We migrated to this solution because it is available on the web, and it is easy to access. The previous one had to be installed on a system. If you wanted to raise a ticket and work on the ticket, the user had to raise a request for installation. There were a lot of other things that had to be taken care of before using the solution. That is the reason we moved to BMC Helix ITSM.

    How was the initial setup?

    The initial setup was simple. It took around six months to one year.

    What about the implementation team?

    We took the help of a vendor. For maintenance, we have a separate Remedy team. The maintenance of the cloud part is taken care by the vendor team.

    What's my experience with pricing, setup cost, and licensing?

    It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. 

    There are also additional costs. If you want to use most of the features, you need to pay more.

    What other advice do I have?

    I would recommend this solution because it includes all the best practices of ITIL and ITSM used across the industry. It is a good product.

    I would rate BMC Helix ITSM an eight out of ten.

    Which deployment model are you using for this solution?

    Private Cloud

    If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

    Other
    Disclosure: I am a real user, and this review is based on my own experience and opinions.
    PeerSpot user
    Horacio Lago - PeerSpot reviewer
    Response for services and allocation at Quait Consulting
    Real User
    Automates activities related to human resources, finances, production, and more
    Pros and Cons
    • "It has the power to automatize several different tasks in the ITSM world."
    • "Some parts of the solutions are using the old interface."

    What is most valuable?

    Helix ITSM has several great features. One of them is the chatbot — the artificial intelligence solution that BMC has. Secondly, Digital Workplace Advanced is important for the end-users — it provides great flexibility. Also, the end-users can manage all requirements and all of the information that they need related to IT services. The chatbots are also integrated with this. The workflow solution is another great feature for the end-users, as part of the engine. It has the power to automatize several different tasks in the ITSM world.

    In fact, BMC had a business workflow — this is a solution that is out of the ITSM environment. This solution helps you solve business-related problems. You can automatize a lot of activities related to human resources, finances, production, and so on. It's very useful, it's another feature to emphasize. The presence of BMC in the market of ITSM has been around for more than 20 years. The maturity of ITSM processes has been very good. I think it's excellent. In fact, over the past several years, BMC has begun changing the idea of interfaces for end-users, users of ITSM, and IT people.

    Nowadays, the interface is very modern, clear, and practical. It's very easy to use. The user interface is one of the best features. Also, it has a very advanced model of reporting. It's very powerful when it comes to managing metrics, in order to manage APIs. This process is constantly improving. In this arena, I think BMC has very good solutions.

    What needs improvement?

    Some parts of the solution are using the old interface — the contracts and contract management part of the solution. It needs to mature a little further in order to become more user-friendly. BMC has been a leader for several years now. In fact, it's a leader in the Gartner Magic Quadrant, along with ServiceNow. I believe BMC is actually on par with ServiceNow in terms of critical capabilities. For this reason, I don't see many areas for improvement.

    BMC not only has ITSM solutions, but it also has solutions for asset management — they are really powerful. Discovery, for instance, is a very good solution. It complements ITSM because it's autodiscovery. It's very powerful in terms of discovering all assets connected to the network and the cloud. This capability not only shows all of your infrastructures and relationships in mass, but the connection with CMDB is very strong. It takes all of the information that has already been discovered and transfers it to CMDB. From an ITSM perspective, you can manage your CMDB and the construction of different services more efficiently because all of the information is updated and the relationships between assets are clear. 

    When you have to use ITSM processes, you can assign incidents, requests, or changes for the right assets. For instance, in the case of a change in management, you can perform a very efficient impact analysis. This is another reason why Discovery is a very good complement to the ITSM solution. Of course, I am mentioning this as a complement to the ITSM environment, but all the solutions are related and work together very efficiently.

    What other advice do I have?

    Overall, on a scale from one to ten, I would give BMC Helix ITSM a rating of eight.

    Which deployment model are you using for this solution?

    Hybrid Cloud
    Disclosure: I am a real user, and this review is based on my own experience and opinions.
    PeerSpot user
    Navneet Gupta - PeerSpot reviewer
    IT Manager at a manufacturing company with 10,001+ employees
    Real User
    Top 20
    It has a more robust backend than most competitors, but it lacks some flexibility
    Pros and Cons
    • "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."
    • "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."

    What is our primary use case?

    The main use case for Helix ITSM is managing break/fix tickets and all other issues with the product. It tracks customer issues using an incident model. 

    We have problem management for recurring issues and do a deep dive if we need some change to fix the root cause. We can also identify if a change caused the issue with a holistic analysis. 

    What is most valuable?

    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.

    What needs improvement?

    There's some confusion with the BMC roadmap. The BMC Remedy Mid Tier architecture didn't have a good-looking frontend, but you could build any functionality, so it had a lot of flexibility. The frontend of BMC Smart IT is relatively limited in its ability to change, hide, and show fields and those kinds of things that pop up.

    With Helix, they're trying to build things and add a little more capabilities, but they still have a  long way to go. It's not a complete solution. For example, they are phasing out Smart Reporting because it doesn't fit well in an ITSM solution.

    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.

    For how long have I used the solution?

    I have been working with BMC for nearly 15 years.

    What do I think about the stability of the solution?

    BMC is more stable than the average product. I'm not certain, but I've heard Salesforce has some performance issues with similar infrastructure. BMC has a robust backend, so we've never had issues. It's a highly stable environment, so I don't need to invest a lot of time dealing with support.

    What's my experience with pricing, setup cost, and licensing?

    The pricing depends on the contract.  If you ask three different people, you get very three different answers, but I don't deal with it. The people in charge of procurement handle that. 

    Which other solutions did I evaluate?

    We're currently trying out Salesforce Service Cloud, and in a few months, I should be able to compare Helix and Salesforce better. Salesforce is a little more open than Helix ITSM. For example, you can integrate HR Case Management with ITSM. One kind of application can talk to another application. That's the biggest advantage of Salesforce. The Service Cloud and Sales Cloud can talk to each other. 

    BMC should think about the future and redesign the whole solution. More companies are moving to low and no-code solutions, but BMC still requires a great deal of development skill to use. Businesses don't have time for that.

    What other advice do I have?

    I rate BMC Helix six out of 10. BMC is changing, but they're still behind in 2022. 

    Disclosure: I am a real user, and this review is based on my own experience and opinions.
    Flag as inappropriate
    PeerSpot user
    Shrikant Pillay - PeerSpot reviewer
    Service Management Consultant at Tata Consultancy
    Real User
    Top 5Leaderboard
    Monitoring solution for incident problems and change management modules
    Pros and Cons
    • "The most valuable features are the simplicity and the in-duty features."
    • "It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."

    What is our primary use case?

    I used this solution as part of my previous role where I was a solution architect designing comprehensive solutions for customers in the APAC region, including India. The customers predominantly have challenges with respect to the ITSM area.

    The primary use cases could be particular incident problems and change management modules. There are of course requirements on your cellphone catalog front. Along with other BMC products, it could be discovery or it could be your monitoring solution.

    Every fourth or fifth client I have worked with has had the BMC solution.

    It's a cloud solution and deployed on-prem.

    What is most valuable?

    The most valuable features are the simplicity and the in-duty features. Most of the time people don't use the tool because they either find it clumsy or very difficult to understand. The biggest challenge is that I don't know where I need to raise the request. BMC addresses all these solutions, so that is something I like.

    The second thing is the scalability, which isn't a problem at all. You go and buy any product in the market and of course to a certain limit they can work, but the scalability that BMC offers is really great. 

    Thirdly, it provides tons of integration options. We haven't faced any issues with integration.

    What needs improvement?

    It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues. They like the products a lot, but when it comes to the costing part of it, sometimes they say it's not in their budget.

    They go and they compromise, instead of compromising on the budget front. Sometimes they go with an open source or a cheaper tool. They have scalability issues, and they don't get quality support.

    Sometimes on the pricing front, we lose some deals, particularly in the emerging market.

    For how long have I used the solution?

    I have been using this solution for 10 years.

    What do I think about the stability of the solution?

    It's stable.

    What do I think about the scalability of the solution?

    The scalability is very good.

    How are customer service and support?

    Whenever we are stuck or whenever we need support, the technical support is very much appreciated. They have helped me a lot in these areas.

    How was the initial setup?

    Implementation is easy and simple most of the time. The knowledge base is pretty good. The community pages are very good.

    The amount of time it takes to deploy depends on the use cases. Typically, we take around two to three months for implementation, which covers at least six to seven processes of implementation, any incident problem, change, or configuration.

    What's my experience with pricing, setup cost, and licensing?

    It's a yearly subscription but there are a couple of customers who go for the monthly subscription.

    What other advice do I have?

    I would rate this solution 8 out of 10.

    I would recommend this solution for those who want to start using it.

    Which deployment model are you using for this solution?

    Hybrid Cloud
    Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
    Flag as inappropriate
    PeerSpot user
    Executive Consultants Team Lead at a tech services company with 11-50 employees
    Consultant
    Effective change management, highly scalable, and reliable

    What is our primary use case?

    We are mostly involved in service assurance for telecommunications; service assurance and network provisioning for telecommunications. We use BMC Helix ITSM in these areas.

    Most of our use cases involving BMC Helix ITSM are for change management and trouble ticketing. If you look at telecommunications companies, everything revolves around incident problems and change.

    What is most valuable?

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

    BMC Helix ITSM encourages the use of APIs as much as possible. They're looking to use machine learning in the future, and all the time moving towards a zero-touch type environment.

    What needs improvement?

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

    For how long have I used the solution?

    I have been using BMC Helix ITSM since it came out. 

    What do I think about the stability of the solution?

    BMC Helix ITSM is stable.

    What do I think about the scalability of the solution?

    Having the solution on the cloud brings increased scalability. The scalability of BMC Helix ITSM is good.

    How was the initial setup?

    The deployment of BMC Helix ITSM is difficult. If you deploy it in a single-use enterprise it's probably fairly simple. A lot of the deployments of the solution we are doing are at a global level where there is a lot of consolidation. BMC Helix ITSM requires individuals that are doing the process to have a deep understanding of the solution.

    A lot of people are moving from legacy on-premise systems to SaaS cloud versions. The most difficult element of doing this is data migration. This process could improve. There are good processes in place for migration, but it's having the level of understanding about what data do you need to migrate that can be difficult.

    What about the implementation team?

    We use an Agile approach to the implementation of BMC Helix ITSM. We could have a delivery phase that requires six or seven people as part of the delivery in the Agile scrum-type approach. Your next iteration could be two or three people or more. Then you have your consultants on top of that and your architects. However, it is depending on what is required for that sprint. 

    What we tend to do is use an initial waterfall approach to create the base, or the minimum viable solution, up and running. Then we move to an Agile sprint approach for iterations and for meeting customer requirements. We figure out what the business requirements are and what are the priorities, et cetera. There can be a lot of teams involved, such as testing and redelivery teams.

    What other advice do I have?

    I would advise others before implementing this solution to be clear on what they are trying to achieve.

    I rate BMC Helix ITSM a nine out of ten.

    Which deployment model are you using for this solution?

    On-premises
    Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
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    PeerSpot user
    MakhosonkeMatshoba - PeerSpot reviewer
    ESM Specialist at LetsCloudIT
    Real User
    Top 5Leaderboard
    High availability, helpful notifications, and feature rich
    Pros and Cons
    • "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."
    • "The notifications that the solution is providing are very helpful, they should keep improving them for the future."

    What is our primary use case?

    We use BMC Helix ITSM only for managing internal tickets. I only use it for checking my tickets because I'm just an end-user. I phone the service desk or I use their self-service interface to log my tickets. I have access to the interface, which I use to receive feedback on my tickets. If there's any work that I do for internal support, I use the same interface. The interface is what I use to receive information into the system and let the service desk know how far I am. There's very little that I do on that side of things. It's less than 5 percent of the work I do on BMC Helix ITSM, and 95 percent of the work I do is with CA Service Desk.

    What is most valuable?

    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.

    As people progress in the life cycle of the ticket, you need to know what's happening, and the notifications BMC Helix ITSM provides are helping us a lot to know exactly what's happening.

    What needs improvement?

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

    For how long have I used the solution?

    I have been using BMC Helix ITSM for approximately two years.

    What do I think about the stability of the solution?

    BMC Helix ITSM is stable, it has high availability.

    What do I think about the scalability of the solution?

    I am not sure how scalable the solution is but it has always been working well.

    How are customer service and support?

    I have not contacted the support from BMC Helix ITSM.

    Which solution did I use previously and why did I switch?

    I used to work for another company in 2004 and they were using a solution called Remedy, but the interface was a lot different. There are a lot of similarities to BMC Helix ITSM. The company has been using Remedy for approximately 10 years.

    What's my experience with pricing, setup cost, and licensing?

    There are licenses to use this solution.

    What other advice do I have?

    I would recommend this solution to others. From what I've read BMC Helix ITSM has a lot of features and far more than the CA Service Desk. I haven't been part of the team to experience the other solutions but from what I've read, it's very rich in its features.

    I rate BMC Helix ITSM a nine out of ten.

    Which deployment model are you using for this solution?

    On-premises
    Disclosure: I am a real user, and this review is based on my own experience and opinions.
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    Buyer's Guide
    Download our free BMC Helix ITSM Report and get advice and tips from experienced pros sharing their opinions.
    Updated: August 2022
    Buyer's Guide
    Download our free BMC Helix ITSM Report and get advice and tips from experienced pros sharing their opinions.