BMC Helix ITSM Valuable Features

RajkumarK - PeerSpot reviewer
Senior Production Analyst at Victoria's Secret

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 efficiently.
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David Davis - PeerSpot reviewer
Systems Engineer at Frontier Communications

We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years. BMC Helix ITSM pretty much covers all aspects of IT asset management.

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Yousef Bayari - PeerSpot reviewer
ITSM Consultant at Smart IT Service

The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial.

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Buyer's Guide
BMC Helix ITSM
March 2024
Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.
TB
Senior Manager: IT Operations | Information Technology Shared Services at a manufacturing company with 1,001-5,000 employees

The solution has good capabilities for analytics. 

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Andrii Dobrovolskyi - PeerSpot reviewer
Chief Technology Officer at Dominos Pizza

My company uses a lot of features of BMC Helix ITSM, which may be more than 50 percent of what it offers.

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MOHSIN SHAWL - PeerSpot reviewer
Configuration Management at a agriculture with 10,001+ employees

The out-of-the-box features are great. You can look at those before you jump into customization or integrations.

Technical support has been fine. 

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

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.

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JonathanShilling - PeerSpot reviewer
System Analyst II at a energy/utilities company with 1,001-5,000 employees

I like the fact that you can go in there and designate how you close the ticket. You can put notes in, upload files and images, and give a detailed report of how you resolved an issue. The information is stored in a knowledge-based format so people can revert back to the data that's been entered. I like the single sign-on, it works very well. Once you're in the ticket, your administrators can set up and define dropdown windows, and do some customization. I can go through the tickets I receive, fixing them through resolution, and then do a full closure of the ticket. With other software, you can get to a certain point, and then another customer has to come in and close the ticket for you. 

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YH
Design Management Engineer - E&M at MTR Corporation Limited

In general, for incident management, it's okay. It can fit tasks based on user management or change management. These kinds of modules are okay. 

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AANKITGUPTAA - PeerSpot reviewer
Consultant at Pi DATACENTERS

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.

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MakhosonkeMatshoba - PeerSpot reviewer
ESM Specialist at LetsCloudIT

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.

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BrunoPires - PeerSpot reviewer
Archietect and delivery manager at Axians

The most important feature in the BMC is the users' and technical teams' front end. They are good for the front end, simple front end. For the first line of support and for the end users, it's a good front end. It's very simple to register, to follow the cases or incidents. 

It is a stable product if set up correctly.

The solution can scale. 

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Shrikant Pillay - PeerSpot reviewer
Service Management Consultant at Tata Consultancy

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.

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AH
BMC Remedy Developer at a energy/utilities company with 10,001+ employees

The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool.

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JC
Senior Software Engineer at a manufacturing company with 10,001+ employees

The service desk (incident management) function is the lion's portion of use and value. It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area.

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it_user790956 - PeerSpot reviewer
BMC Remedy ITSM Admin/Developer at a retailer with 10,001+ employees

Overall, the product is valuable, but we use Incident and SRM the most. We really liked the Smart Reporting tool and also the new mobile apps as add-ons.

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SV
Service Assurance Manager at a comms service provider with 5,001-10,000 employees

The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification. We should take a certification in terms of Service Assurance and Service Framework.

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it_user411195 - PeerSpot reviewer
Applications Support (Contract) at a comms service provider with 1,001-5,000 employees

With so many cool features available in BMC's own applications like ITSM, it's easy to overlook the platform features that enable them. ARS really shines when it's workflow directly supports critical business processes. And it's this workflow - how easily its translated from business process, how quickly it can be developed, and how fast it can be deployed and used - that I consider it's most valuable feature to the business. It has all of the other features you'd expect in a robust enterprise platform (architectural scalability, flexibility to adapt to Windows/Unix shops, tons of UI widgets, a variety of DB options, cloud offerings, etc.) but it's workflow engine is what makes it a great platform for pretty much any business need.

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it_user396567 - PeerSpot reviewer
BMC Remedy/ITSM Administrator and Consultant at a tech services company with 10,001+ employees

The most valuable feature is the ability to have ITIL Out Of The Box (OOTB) functionality that can be readily customised to fit the specific needs of any given business organisation. This coupled with the open API that allows for integration with existing and legacy data sets means that you can rapidly implement ITSM in an organic fashion. Another valuable feature has to be the fast prototyping environment with allows an organisation to develop customisations in a reactive, agile manner.

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it_user388248 - PeerSpot reviewer
Global IT Specialist (Clarity) at a consumer goods company with 1,001-5,000 employees
  • Configuration Management – to track hardware, software, users
  • Change Management – manage and maintain the company schedule of activities and resources
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TM
Senior BMC Remedy Consultant at Mogle & Partners Limited

The most valuable feature is knowledge management.

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it_user865437 - PeerSpot reviewer
Consultant / Project Manager at a tech consulting company with 5,001-10,000 employees

It was a full-featured product. Based on my experience where I was responsible for Remedy, and for a later project where I worked on a very sophisticated implementation of BMC Remedy, it is full-featured and could do almost anything that you can think of in the ITIL portfolio.

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AV
Information Systems Computer System Controller at a insurance company with 11-50 employees

The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request. It helps in updating the solution throughout the workflow. I use it to gather information about the people involved, track time, and more.

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SK
Solutions Architect at Bytes Systems Integration

The most valuable features of BMC Helix ITSM are the ease to use and integration.

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

It's a stable, reliable product.

The solution can scale and expand well.

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

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HL
Response for services and allocation at Quait Consulting

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.

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PK
IT Consultant at a retailer with 10,001+ employees

The most valuable feature is the linking of parent and child tickets. When there are major issues, through the help desk, multiple tickets are raised for the same issue. This allows us to segregate it by parent or child tickets and link the child tickets to the parent.

It's easy to calculate the SLA as it provides the timing as to when the ticket was raised, and the clock automatically stops when the ticket is on pending status. Thus, at the time of resolution, it provides the SLA, whether the ticket met the SLA or not.

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it_user375360 - PeerSpot reviewer
BMC ITSM Remedy Administrator / Developer / Architect with 1,001-5,000 employees
  • CMDB is very useful and it is used to manage client and non-client CI
  • Freedom to use your ow way to integrate other systems with BMC Remedy
  • Not too difficult to customize workflows
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Mohamed  Hassan - PeerSpot reviewer
Development manager at Business Management Company

The user experience could be better. 

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AdnanNaseem - PeerSpot reviewer
Senior Database Administrator at a computer software company with 201-500 employees

The solution can perform well for large-sized companies.

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

The interface is nice and it's simple to use.

It provides a good user experience.

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SK
IT Software Engineer at a manufacturing company with 10,001+ employees

The versatility and customizability of the product is what I like most. It provides a strong customization platform in the AR System.

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

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.

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it_user400080 - PeerSpot reviewer
Sr. BMC Remedy Lead Developer (PM) at a transportation company

The main valuable feature is the flexibility of the product -- the ability of being able to make it do almost anything we need it to do to adjust to our business needs and to do it very quickly. The time to deliver a finish product is fast.

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AA
Technical Program Manager / Site Lead at a computer software company with 51-200 employees

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.

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it_user1411707 - PeerSpot reviewer
ITSM Consultant at a media company with 10,001+ employees

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.

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

You can do some customizing if you want, which is great. It's a very integrated solution. You have incident management, change management, release management, and asset management — all of these things work very well together.

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it_user383814 - PeerSpot reviewer
Remedy Consultant at a tech consulting company with 51-200 employees

It's easy to customize and provides a range of features you can customize with practically no exceptions unlike its competing products like ServiceNow, etc. which have many limitations.

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JC
Principal Consultant at a computer software company with 501-1,000 employees

It has complete coverage of ITIL processes and a rich functionality. Plus, it provides a strong customisation platform in AR System which is quite flexible.

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WS
Managing Director at Will Consulting

I like the digital workplace, it's an appealing feature for me. 

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it_user383814 - PeerSpot reviewer
Remedy Consultant at a tech consulting company with 51-200 employees

Its integration and development capacity. Its ease of use and implementation, assuming you have hired the right kind of resources for that.

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it_user374109 - PeerSpot reviewer
ITSM Admin & Consultant at a tech services company with 10,001+ employees

In recent releases they introduced OOTB email tickets creation. In the older version we needed to write a lot of code for this.

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MD
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.

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.

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it_user790863 - PeerSpot reviewer
Senior Developer Technical Lead at a tech vendor with 1,001-5,000 employees

MyIT application for logging and following up of requests. It is much more functional than the old SRM request application. 

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it_user790842 - PeerSpot reviewer
Service Management Senior Systems Analyst at a financial services firm with 1,001-5,000 employees

Service Request Management was the first big win for our company. We are currently implementing Change Management and look forward to seeing more benefits.

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it_user394272 - PeerSpot reviewer
BMC ITSM/Remedy Support Team Leader with 1,001-5,000 employees

Flexibility in development and the capacity of being used by so many different kind of businesses are the most valuable features for us.

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it_user389889 - PeerSpot reviewer
Senior Consultant at a tech services company with 51-200 employees

BMC products have been built over the years to make them highly stable and scalable, inline with the ITIL best practice.

The best part about these products is that it can be easily twisted and tweaked without compromising any of the underlining fundamental components, adding immense value to customers, vendors and partners.

BMC Software provides ETL tools that support seamless integration and data load activities, reducing the timelines to deliver.

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it_user214275 - PeerSpot reviewer
Server Support Analyst at a government with 51-200 employees

The trouble ticket history is valuable if the technician details the resolution of the problem noted.

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

The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients.

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

The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework.

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it_user790713 - PeerSpot reviewer
Remedy Developer at a tech vendor with 1,001-5,000 employees

MyIT is simple to use and its mobility is a big plus for our on the go users.

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it_user382308 - PeerSpot reviewer
Senior Systems Engineer at a tech services company with 10,001+ employees

I've found that the complete set of modules very valuable. All the features, including all modules like asset management, incident management, Service Request Management, CMDB, developing the applications using workflow, etc., are really cool.

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NS
Solutions Architect at a computer software company with 10,001+ employees

What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure. You can also deploy it to a private cloud.

The Helix platform is not restricted to the ITSM. It has the capability to do the workflow management, the digital workplace, the discovery, and the monitoring. 

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it_user627003 - PeerSpot reviewer
Senior Technical Lead at a comms service provider with 1,001-5,000 employees
  • ITSM features
  • CR creation
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it_user351420 - PeerSpot reviewer
Remedy Consultant at a tech services company with 501-1,000 employees
  • Incident management
  • Change management
  • Problem management
  • Knowledge management
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it_user790794 - PeerSpot reviewer
Sr. Programmer/Analyst at a government with 10,001+ employees
  • Smart IT is a great help to the help desk. It allows them to quickly add INC  tickets. 
  • Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports.
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it_user389052 - PeerSpot reviewer
Senior ITSM Consultant at Sierra-Cedar

The most valuable feature is the flexibility, which allows us to customize it per our customers' requirements.

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it_user790833 - PeerSpot reviewer
Information Security Specialist at a financial services firm with 501-1,000 employees

Incident Management is easily the most commonly used module that we have. It is helpful knowing the ins and outs of ITIL. 

Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues.

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it_user1162056 - PeerSpot reviewer
Sales Engineer at a tech services company with 51-200 employees

Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. 

The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets.

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it_user791670 - PeerSpot reviewer
IT Service Management Team Leader at mStart
  • Service request management: Ease and speed of creating new requests. 
  • Ease of integration: There are plenty of integration options, e.g., web services, email, RESTful API, and even an ETL tool, Pentaho, which helps a lot.
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it_user792396 - PeerSpot reviewer
SR. ITSM/BSM Consultant (Remedy) at a consultancy with 11-50 employees

The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great. Also, the option to review reports and dashboards from the mobile.

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it_user364209 - PeerSpot reviewer
Sr. BMC Remedy ITSM Consultant at a tech services company with 501-1,000 employees

For us, there are two main features that are most valuable:

  • IT Service Management, and
  • Service Support
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it_user790758 - PeerSpot reviewer
Programmer/Analyst at a insurance company with 1,001-5,000 employees

Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people. This also helps to cut down calls and emails to the Service Desk by routing things automatically via the catalog.

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it_user358272 - PeerSpot reviewer
Network Field Operations at a tech services company with 1,001-5,000 employees

Call logging and escalation features are the most valuable for us because they are easy to use and with them, we can assign a request to a specific person or department.

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it_user394497 - PeerSpot reviewer
Senior (Technical) Business Analyst at a financial services firm with 1,001-5,000 employees

The ability to utilise CMDB information is the most valuable feature for us as it helps us to see interlinkages between CIs.

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it_user388002 - PeerSpot reviewer
Senior BMC Remedy Consultant at a tech services company with 501-1,000 employees

The ease of installation and configuration is valuable. It's quick to build prototypes and full-fledged, database-based applications.

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it_user393657 - PeerSpot reviewer
BMC Remedy Consultant at a tech services company with 10,001+ employees

It has seamless integration with third-party products.

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it_user792399 - PeerSpot reviewer
BMC Remedy Technical Specialist at a tech services company with 201-500 employees
  • Change management and impact analysis
  • Central management of Prod Cats and Op Cats
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it_user791214 - PeerSpot reviewer
ICT Specialist with 10,001+ employees

From a business point of view, it is important to have a tool that is scalable and has the possibility to modify reports of different indicators. This functionality has improved significantly.

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it_user413265 - PeerSpot reviewer
ITSM Configuration Manager with 51-200 employees

For me specifically the Asset Management & Incident Management modules.

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it_user410547 - PeerSpot reviewer
Desktop Support at a tech services company with 1,001-5,000 employees

I like the automation abilities of Remedy, specifically the ability to have templates that also auto-create tasks to be resolved by different teams.

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it_user371460 - PeerSpot reviewer
Support Engineer at a tech services company with 51-200 employees

Multifunctional tracking

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it_user379617 - PeerSpot reviewer
SAP GTS Functional Consultant at a tech services company with 10,001+ employees

The reporting feature is valuable as we can generate any reports as per our needs provided the search functionality is known. Never worked on the customization or configuration part of the tool as it is limited to the admin role.

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ShashiGupta - PeerSpot reviewer
Soo at a manufacturing company with 10,001+ employees

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.

For instance, if you require a virtual machine from a specific data center group, you no longer need to endure traditional processes. Automation kicks in, and you have all the necessary details within moments. This efficiency level isn't confined to just IT; it also permeates management levels. Beyond that, the tool offers scalability and flexibility, facilitating the maintenance of knowledge repositories and standard release processes. Additionally, it has features where users can make service requests based on their specific needs, thanks to tailored questionnaires. This ensures that only the exact resources that can support us will be allocated. 

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Buyer's Guide
BMC Helix ITSM
March 2024
Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.