2017-12-18T16:42:00Z
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
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What needs improvement with BMC Helix ITSM?

Please share with the community what you think needs improvement with BMC Helix ITSM.

What are its weaknesses? What would you like to see changed in a future version?

23
PeerSpot user
23 Answers
BrunoPires - PeerSpot reviewer
Archietect and delivery manager at Axians
Real User
Top 10
2022-09-07T13:39:45Z
Sep 7, 2022

In the back office, for the expertise technicians, it's more complex to manage the layout. The back office for the expertise needs work. It's too specialized for technicians. Sorry, they need to simplify this background and back office more. For this level of support, it's very complex, and for the customers, it's an issue. The biggest issue for our customers is the back office for the specializations through the second and third lines of support. The management of the solution, the maintenance of the solution is based on this back office, so it's very complex for the teams to manage the solution. It's very difficult to implement. Support could be better. I'd like to see the globalization of the solution. The solution has varied models needed to make a simple implementation. BMC needs to look to a centralized solution, an all-in-one solution. To implement ITSM, I need to have a model for change management, I need to have a model for orchestration, I need to have a model for workflow design, and all suites of BMC have this problem. With ServiceNow, all are included in the ITSM solution. For example, however, for BMC, we need varied models to implement. The customers also need to maintain the solution after the implementation. It is very difficult for them to give that support.

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

BMC Helix ITSM should improve its price.

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

BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services.

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

We used to use it and we don't want to use it anymore. We're actually now replacing it. The interface isn't that great. Also, it just doesn't integrate with as many systems as ServiceNow. The initial setup is complex.

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

There's some confusion with the BMC roadmap. The BMC Remedy Mid Tier architecture didn't have a good-looking frontend, but you could build any functionality, so it had a lot of flexibility. The frontend of BMC Smart IT is relatively limited in its ability to change, hide, and show fields and those kinds of things that pop up. With Helix, they're trying to build things and add a little more capabilities, but they still have a long way to go. It's not a complete solution. For example, they are phasing out Smart Reporting because it doesn't fit well in an ITSM solution. It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics.

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

It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues. They like the products a lot, but when it comes to the costing part of it, sometimes they say it's not in their budget. They go and they compromise, instead of compromising on the budget front. Sometimes they go with an open source or a cheaper tool. They have scalability issues, and they don't get quality support. Sometimes on the pricing front, we lose some deals, particularly in the emerging market.

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

The notifications that the solution is providing are very helpful, they should keep improving them for the future.

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

I have customers that always would like to adapt and personalize BMC Helix ITSM more.

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

Functionality-wise, it falls short of our expectations. This could be the way we have it deployed. Perhaps, the functionalities have not been enabled 100% in our organization. There could be some additional features that our enterprise is not aware of, yet is available. There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features. For example, it would be helpful if we had more formatting options.

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

Helix is not quite as mature as ServiceNow, which is a complete product. All of its technology is current. Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases.

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

It would be great if BMC could integrate some new solution — something like DevOps — and improve the smart reporting features. Plus, I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself.

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

Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools.

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

One of the issues with the solution is the requirement to provide a lot of information in order to log a request. I'm not talking about end users, technicians or engineers need to provide too much information to initiate a work order or an incident. It doesn't flow; access should require minimal effort. They should consider using ITIL principles and not just IT.

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

Some parts of the solution are using the old interface — the contracts and contract management part of the solution. It needs to mature a little further in order to become more user-friendly. BMC has been a leader for several years now. In fact, it's a leader in the Gartner Magic Quadrant, along with ServiceNow. I believe BMC is actually on par with ServiceNow in terms of critical capabilities. For this reason, I don't see many areas for improvement. BMC not only has ITSM solutions, but it also has solutions for asset management — they are really powerful. Discovery, for instance, is a very good solution. It complements ITSM because it's autodiscovery. It's very powerful in terms of discovering all assets connected to the network and the cloud. This capability not only shows all of your infrastructures and relationships in mass, but the connection with CMDB is very strong. It takes all of the information that has already been discovered and transfers it to CMDB. From an ITSM perspective, you can manage your CMDB and the construction of different services more efficiently because all of the information is updated and the relationships between assets are clear. When you have to use ITSM processes, you can assign incidents, requests, or changes for the right assets. For instance, in the case of a change in management, you can perform a very efficient impact analysis. This is another reason why Discovery is a very good complement to the ITSM solution. Of course, I am mentioning this as a complement to the ITSM environment, but all the solutions are related and work together very efficiently.

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 reports need improvement, it is not a good functioning tool. No one in my organization seems to be able to use the reports properly. I think it is a dysfunction in the product because there has to be a more simplistic form for building those reports to allow the extrapolation of information for trend analysis and other operations. You want to be able to pull information from a variety of sources to see how you are providing support to the customer, this is what your performance base is. This is why those reports are a significant piece of the equation. You need to be able to produce those right now. People would rather create spreadsheets on their own and just thumb through all kinds of time-consuming tasks, why not use the actual databases that are there to produce that information.

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

Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features.

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

Their customer service catalog (where a customer can order some products) could be improved. This product is not the best, but they are working on it. It needs to be more comfortable for the end-user. You need to be able to order some products.

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

It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better.

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

If you want to have to migrate from on-premises to Helix or from Helix to a ServiceNow, or from cloud to on-premises, it's easy but it requires additional tools. It should be included in the existing package, rather than clients having to go with a third-party tool. It could be offered to customers as a value on a separate line item. There are some companies that provided a customized solution to identity what customization has been done, and to reduce the number of your upgrade cycle. If they had this type of solution included, it would be helpful. In the next release, I would like to see AI used for classification or categorization.

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

All products can be improved. For this solution, the customization could be improved. BMC has its own community where we can go in and suggest ideas and changes to the products, which is great, but at times BMC is not very responsive. There have been suggestions that were submitted five years ago and still not delivered. BMC has indicated that it was in development. They could be more responsive to feedback from their community board.

JS
Account Manager - Technical at a tech services company with 501-1,000 employees
User
Top 10
2020-07-15T05:27:57Z
Jul 15, 2020

BMC Helis ITSM is a very good tool, can be customized, can be integrated with other tools but still has the scope of improvements from a UI/UX perspective. some of them are listed below:


1. Offline updates should be allowed in Smart IT, this will ease the life of field engineers, remote service desk engineers in case of any network, power failure as most of the staff are now working remotely.


2. Smart IT has limitations when it comes to workflow customizations in Remedy. It's difficult to use both Mid-Tier and Smart IT consoles together. It should be either one - Mid-tier is old and traditional but still holds together the Remedy tool from the support agent perspective. No doubt Smart IT is modern UI and much better look and feel but doesn't help a lot of things don't work.


3. Huge Gap between Digital Workplace - Basic and Advanced Version. Basic is free and very limited whereas Advanced is a paid option but full of capabilities and features. Most of the customers think of a budget and go with the Basic and get disappointed and regret using the Basic.


4. On-Premise still incurs a lot of cost on Hardware, implementation, and upgrades. BMC should quickly look for the Containerized On-Premise version as well.


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

To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming. Some fields should take data automatically; for example, ticket routing to the teams after entering the team's respective CI (Configuration Item). This will save time and creating tickets would be faster. The GUI looks a bit complex and can be much better. When generating reports, there are limited options to customize as per user requirement. It is in need of better customization so that these requirements can be satisfied.

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

Most On Demand customers can tell you the daily struggles. There are some bugs which magically fix themselves. We also have experienced outages, because some other customers did something on the same cluster that we share.

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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