BMC Helix ITSM Valuable Features

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.

View full review »
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. 

View full review »
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.

View full review »
Buyer's Guide
BMC Helix ITSM
December 2022
Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: December 2022.
657,397 professionals have used our research since 2012.
Horacio Lago - PeerSpot reviewer
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.

View full review »
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.

View full review »
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.

View full review »
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.

View full review »
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.

View full review »
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. 

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

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.

View full review »
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.

View full review »
Bharath_Ram - PeerSpot reviewer
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.

View full review »
Will Sefara - PeerSpot reviewer
Managing Director at Will Consulting

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

View full review »
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.

View full review »
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.

View full review »
SK
Solutions Architect at Bytes Systems Integration

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

View full review »
Buyer's Guide
BMC Helix ITSM
December 2022
Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: December 2022.
657,397 professionals have used our research since 2012.