Soo at a manufacturing company with 10,001+ employees
Real User
Top 5
Mar 16, 2024
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.
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 efficientl
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 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 Manager at a manufacturing company with 10,001+ employees
Real User
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.
Technical Program Manager / Site Lead at a computer software company with 51-200 employees
Vendor
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.
ITSM Consultant at a media company with 10,001+ employees
Real User
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.
Sales Engineer at a tech services company with 51-200 employees
Reseller
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.
Solutions Architect at a computer software company with 10,001+ employees
Real User
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.
IT Consultant at a retailer with 10,001+ employees
Real User
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.
BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even...
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.
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 efficientl
The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request.
We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years.
Helix is stable.
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.