Senior BMC Remedy Consultant at Mogle & Partners Limited
Jun 30, 2020
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.
The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification.
The solution can perform well for large-sized companies.
The solution has good capabilities for analytics.
I like the single sign-on and that administrators can customize.
The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool.
In general, for incident management, it's okay.
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.
The solution can scale.
The most valuable features of BMC Helix ITSM are the ease to use and integration.
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.
It's one of the top solutions on the market for ITSM capabilities.
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.
The most valuable features are the simplicity and the in-duty features.
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 most valuable feature for our customers using BMC Helix ITSM is change management.
It provides a good user experience.
The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients.
BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product.
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.
The digital workplace is appealing.
It has the power to automatize several different tasks in the ITSM world.
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.
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.
It's a very integrated solution.
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.
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.
In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything.
This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets.
Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues.