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BMC Helix ITSM Room for Improvement

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. 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.  

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Fairoz Gadad - PeerSpot reviewer
Project Manager at a computer software company with 501-1,000 employees

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.

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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
August 2022
Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: August 2022.
621,593 professionals have used our research since 2012.
Horacio Lago - PeerSpot reviewer
Response for services and allocation at Quait Consulting

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.

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Navneet Gupta - PeerSpot reviewer
IT Manager at a manufacturing company with 10,001+ employees

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.

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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. 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.

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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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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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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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Principal Architect at a tech vendor with 5,001-10,000 employees

We used to use it and we don't want to use it anymore. We're actually now replacing it.

The interface isn't that great. Also, it just doesn't integrate with as many systems as ServiceNow.

The initial setup is complex. 

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Yousef Bayari - PeerSpot reviewer
ITSM Consultant at a comms service provider with 10,001+ employees

BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services.

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IT-Consultant at a computer software company with 201-500 employees

Their customer service catalog (where a customer can order some products) could be improved. This product is not the best, but they are working on it.

It needs to be more comfortable for the end-user. You need to be able to order some products.

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CTO y Socio at a tech services company with 5,001-10,000 employees

Helix is not quite as mature as ServiceNow, which is a complete product. All of its technology is current. Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases.

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Bharath_Ram - PeerSpot reviewer
Lead, Tools implementation & Project Management at a financial services firm with 501-1,000 employees

Functionality-wise, it falls short of our expectations. This could be the way we have it deployed. Perhaps, the functionalities have not been enabled 100% in our organization. There could be some additional features that our enterprise is not aware of, yet is available.

There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features. For example, it would be helpful if we had more formatting options.

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Will Sefara - PeerSpot reviewer
Managing Director at Will Consulting

One of the issues with the solution is the requirement to provide a lot of information in order to log a request. I'm not talking about end users, technicians or engineers need to provide too much information to initiate a work order or an incident. It doesn't flow; access should require minimal effort. They should consider using ITIL principles and not just IT. 

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Practice Director, Global Infrastructure Services at a computer software company with 10,001+ employees

Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools.

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Head of Customer Operations at a comms service provider with 201-500 employees

Certain features can be improved. We find ourselves having to make a lot of customizations to make things work for us.

They should add some of the bolt-ons into the initial setup, such as chat.

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Buyer's Guide
August 2022
Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: August 2022.
621,593 professionals have used our research since 2012.