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2020-06-30T08:17:32Z
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
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What advice do you have for others considering BMC Helix ITSM?

If you were talking to someone whose organization is considering BMC Helix ITSM, what would you say?

How would you rate it and why? Any other tips or advice?

20
PeerSpot user
20 Answers
SK
Solutions Architect at Bytes Systems Integration
Real User
Top 20
2022-08-25T20:46:04Z
25 August 22

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

Yousef Bayari - PeerSpot reviewer
ITSM Consultant at a comms service provider with 10,001+ employees
Real User
Top 5Leaderboard
2022-08-02T21:31:39Z
02 August 22

BMC Helix ITSM is a comprehensive solution. The market is booming toward the Cloud and that's why most customers are targeting ServiceNow. I can't say I'm an expert in ServiceNow, but the flexibility that the semi-cloud version, BMC Remedy ITSM, has in terms of customization, is one of the best. I rate BMC Helix ITSM a nine out of ten.

SA
Principal Architect at Long View Systems
MSP
Top 20
2022-06-22T22:04:01Z
22 June 22

We're an MSP. We resell it for BMC amongst other things. This solution is a SaaS, a Software as a Service, solution. It's probably the second-best solution out there. It's just that, as an MSP, we just need to work with a bunch of other toolsets. When that happens, then you run into more support issues and run into more integration issues. That said, I would still say it's the second-best ITSM solution out there. I'd rate the solution five out of ten.

Navneet Gupta - PeerSpot reviewer
IT Manager at a manufacturing company with 10,001+ employees
Real User
Top 20
2022-06-13T23:45:00Z
13 June 22

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

Shrikant Pillay - PeerSpot reviewer
Service Management Consultant at Tata Consultancy
Real User
Top 5Leaderboard
2022-05-20T18:58:51Z
20 May 22

I would rate this solution 8 out of 10. I would recommend this solution for those who want to start using it.

MakhosonkeMatshoba - PeerSpot reviewer
ESM Specialist at LetsCloudIT
Real User
Top 5Leaderboard
2022-03-17T19:20:54Z
17 March 22

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.

Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: September 2022.
634,325 professionals have used our research since 2012.
MD
Executive Consultants Team Lead at a tech services company with 11-50 employees
Consultant
2022-03-17T14:23:08Z
17 March 22

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.

Farid Abbasi - PeerSpot reviewer
Consultant & CEO at Technosys Limited
User
2022-03-09T17:22:39Z
09 March 22

If you are looking for purely an ITSM tool then 'BMC Helix' is a very good platform. 


However, ServiceNow is slightly ahead of 'BMC Helix'. It is rated highly by Gartner and other leading resources. ServiceNow is much more flexible and offers a lot more than just ITSM.

Bharath_Ram - PeerSpot reviewer
Lead, Tools implementation & Project Management at a financial services firm with 501-1,000 employees
Real User
Top 10
2022-02-06T07:31:37Z
06 February 22

I would rate this solution a six out of ten.

AG
CTO y Socio at a tech services company with 5,001-10,000 employees
Real User
Top 20
2021-12-24T10:16:00Z
24 December 21

I rate Helix eight out of 10.

Fairoz Gadad - PeerSpot reviewer
Project Manager at a computer software company with 501-1,000 employees
Real User
Top 20
2021-10-26T11:15:02Z
26 October 21

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.

PeerSpot user
Practice Director, Global Infrastructure Services at Wipro Limited
Real User
Top 5Leaderboard
2021-09-22T18:00:00Z
22 September 21

On a scale of one to 10, I would rate it a seven. Before adopting, I would recommend evaluating how well all the options are suited to your requirements.

Will Sefara - PeerSpot reviewer
Managing Director at Will Consulting
Real User
Top 5
2021-07-21T05:39:05Z
21 July 21

BMC is definitely not for small businesses, especially those in Africa, Eastern Europe, and the Middle East. It's difficult to get small businesses onto BMC because of the cost. For functionality, I would give this solution an eight out of 10 but I have a serious problem with the pricing and that brings my rating down to a six.

Horacio Lago - PeerSpot reviewer
Response for services and allocation at Quait Consulting
Real User
2021-03-11T04:58:40Z
11 March 21

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

AA
Technical Program Manager / Site Lead at a computer software company with 51-200 employees
Real User
Top 20
2021-02-26T20:51:23Z
26 February 21

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.

Jyoti Ranjan - PeerSpot reviewer
ITSM Consultant at a media company with 10,001+ employees
Real User
Top 10
2020-11-15T16:12:39Z
15 November 20

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.

HW
IT-Consultant at a computer software company with 201-500 employees
Consultant
2020-11-13T09:45:28Z
13 November 20

I would absolutely recommend BMC Helix ITSM. There are two solutions to look out for: BMC and ServiceNow. I think both solutions are great solutions but I can't say which one is better. For a smaller company, a solution like JIRA Help Desk may be better. BCM can be quite complex as there are many modules that are not easy to handle. Overall, on a scale from one to ten, I would give this solution a rating of seven. If they improved the workflow and processes, simplified the initial setup, improved the UI, and the digital workplace catalog for the end-users, then I would give this solution a rating of 10.

EC
Sales Engineer at a tech services company with 51-200 employees
Reseller
Top 20
2020-11-07T11:08:12Z
07 November 20

I would advise others to prepare and plan a lot before using the product. Define the exact workflows, themes, and end-user experience because the users sometimes don't use self-service. Customize it as little as possible. I would rate BMC Helix ITSM an eight out of ten.

NS
Solutions Architect at Tech Mahindra Limited
Real User
2020-07-09T06:27:05Z
09 July 20

I recommend this solution and I would rate it an eight out of ten.

Mogle - PeerSpot reviewer
Senior BMC Remedy Consultant at Mogle & Partners Limited
Consultant
2020-06-30T08:17:32Z
30 June 20

BMC Helix is a marketing term. The name changed from BMC Remedy ITSM to BMC Helix a few years ago. It's also linked to BMC's CMDB, where they have an image of all of the assets in the company. In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything. It might take some time and it may have some consequences later on when you are upgrading and you want to install a newer version, especially when you are on-premises. Other solutions may have a better BEB Cloud interface or better sales organization, but BMC is a trustworthy company and they keep their promises. Some other competitors make promises but don't always honor them. My advice to others would be the following: * Get a support contract directly with BMC. * Pick your BMC partner or reseller. * Get in-house resources and knowledge, and train your employees, or employ someone with the BMC Remedy skills. * Get external contractors to top it up with contractors and consultants from the partner. * Set up a good project team that communicates with BMC contract partners, your employees, and the contractor. I would rate this solution a ten out of ten.

Related Questions
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
Aug 25, 2022
Hi, We all know it's really hard to get good pricing and cost information. Please share what you can so you can help your peers.
2 out of 13 answers
NS
Solutions Architect at Tech Mahindra Limited
09 July 20
Pricing on the licensing depends on how you want to position it. If you are looking for some kind of professional services form the OEM then you would have to purchase that.
EC
Sales Engineer at a tech services company with 51-200 employees
07 November 20
It is too expensive for a small business.
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
Jul 02, 2020
One of the most popular comparisons on IT Central Station is BMC Helix vs ServiceNow. People like you are trying to decide which one is best for their company. Can you help them out? What is the biggest difference between BMC Helix (Remedy) and ServiceNow? Which of these two solutions would you recommend to a colleague evaluating these solutions and why? Thanks for helping your peers make th...
2 out of 8 answers
it_user917112 - PeerSpot reviewer
CEO with 51-200 employees
12 February 19
Team, Please find the attached comparison sheet. Rgds, Pavan Kumar iValue InfoSolutions Pvt. Ltd. m: +91 9008097032 e: pavan.kumar@ivalue.co.in w: www.ivalue.co.in Leaders in optimizing, protecting and transforming “DIGITAL ASSETS" of organizations with leading edge & proven offerings, in collaboration with trusted Partners
JS
Account Manager - Technical at a tech services company with 501-1,000 employees
12 February 19
BMC Helix (Remedy) is not a new product release from BMC. This is a relaunched SaaS offering from BMC under a new Package called as Helix previously known as RemedyOnDemand. Having said that, the Helix seems much more than RemedyOnDemand used to offer. With Helix, the customer has the option to choose a cloud - BMC Cloud, AWS and MS Azure. The core products are Remedy ITSM, Digital workplace (MyIT/SmartIT) mobile apps, BMC Discovery, BMC Business workflows (case management solution for LOB). The supported products are Remedy Single-Sign-On, BMC Client Management, and BMC Client Gateway. These are all available today On-Premise as well. The deployment technology is no longer the old method of installations and configurations on a VM. The new technology that BMC Helix brings is Containerisation. The Docker and Kubernetes container technologies help in provisioning the Helix Products within a day and thus you are ready to configure/customized to suit your business needs from day two itself. Further, Helix offers cognitive capabilities for your ITSM with solutions completely built on cloud - Chatbot and AI automation powered by IBM Watson. Innovation suite platform - a microservices based architecture and integrations through REST APIs. The innovation suite offers an integration studio with few in-built connectors as well like Jira, Service Cloud, etc. You can further build your own connectors using the integration controller within the innovation suite platform. So to summarise my view - Helix offers a lot to the customer within one single package and must be given a shot as it brings a choice of cloud, container technology and cognitive capabilities for the products which are already known and popular in the ITSM world.
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