2017-12-18T16:42:00Z
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
  • 0
  • 23

What do you like most about BMC Helix ITSM?

Hi Everyone,

What do you like most about BMC Helix ITSM?

Thanks for sharing your thoughts with the community!

23
PeerSpot user
23 Answers
AANKITGUPTAA - PeerSpot reviewer
Consultant at Pi DATACENTERS
Real User
Top 5Leaderboard
2022-10-12T23:30:25Z
Oct 12, 2022

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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BrunoPires - PeerSpot reviewer
Archietect and delivery manager at Axians
Real User
Top 10
2022-09-07T13:39:45Z
Sep 7, 2022

The solution can scale.

SK
Solutions Architect at Bytes Systems Integration
Real User
Top 20
2022-08-25T20:46:04Z
Aug 25, 2022

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

Yousef Bayari - PeerSpot reviewer
ITSM Consultant at a comms service provider with 10,001+ employees
Real User
Top 5Leaderboard
2022-08-02T21:31:39Z
Aug 2, 2022

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.

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

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

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

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

The most valuable features are the simplicity and the in-duty features.

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

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.

MD
Executive Consultants Team Lead at a tech services company with 11-50 employees
Consultant
2022-03-17T14:23:08Z
Mar 17, 2022

The most valuable feature for our customers using BMC Helix ITSM is change management.

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
Feb 6, 2022

It provides a good user experience.

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

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

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

BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product.

JS
Practice Director, Global Infrastructure Services at Wipro Limited
Real User
Top 5Leaderboard
2021-09-22T18:00:00Z
Sep 22, 2021

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.

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

The digital workplace is appealing.

Horacio Lago - PeerSpot reviewer
Response for services and allocation at Quait Consulting
Real User
Top 20
2021-03-11T04:58:40Z
Mar 11, 2021

It has the power to automatize several different tasks in the ITSM world.

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

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.

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

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.

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

It's a very integrated solution.

EC
Sales Engineer at a tech services company with 51-200 employees
Reseller
2020-11-07T11:08:12Z
Nov 7, 2020

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.

NS
Solutions Architect at Tech Mahindra Limited
Real User
2020-07-09T06:27:05Z
Jul 9, 2020

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.

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

In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything.

reviewer1290114 - PeerSpot reviewer
IT Consultant at a retailer with 10,001+ employees
Real User
2020-02-17T09:40:00Z
Feb 17, 2020

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.

it_user790833 - PeerSpot reviewer
Information Security Specialist at a financial services firm with 501-1,000 employees
User
2017-12-18T16:42:00Z
Dec 18, 2017

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

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
Jul 9, 2020
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
Nov 7, 2020
It is too expensive for a small business.
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
Oct 12, 2022
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?
2 out of 22 answers
Mogle - PeerSpot reviewer
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.
NS
Solutions Architect at Tech Mahindra Limited
Jul 9, 2020
I recommend this solution and I would rate it an eight out of ten.
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