BMC Helix ITSM

What differentiates BMC Helix ITSM from other similar products?

BMC Helix ITSM offers unique and powerful features that power service offering and request management.

What is your favorite aspect of this product?

Innovative approach to designing the business workflows.

What do you dislike most about this product?

I don't have any strong dislikes about this product.

What recommendations would you give to someone considering this product?

Don't be afraid to use it even if your organization hasn't embraced mature ITIL processes. BMC Helix ITSM is good for every level of maturity. Your organization will grow with the tool.

What differentiates BMC Helix ITSM from other similar products?

The enterprise-wide acceptance along with built-in capabilities really make it stand apart from other similar tools. It also has very detailed documentation available for implementation,

What is your favorite aspect of this product?

I have been using this tool for a long time with my current Org & previous employers. It easily fetches the information you seek. Great tool for Incident management, Changes, Problem management, and requests. A solid CMDB tool I could work with.

What do you dislike most about this product?

I think the search needs to be further improved and it also gets slow after a certain period unless you archive the data. Although you could manage this via setting up automated jobs they have to be developed explicitly; I would love to see something that is already built in.

What recommendations would you give to someone considering this product?

I would say it's really a great tool and they will see the return on investment in a couple of years only. Fantastic tool to go with for any organization.

What differentiates BMC Helix ITSM from other similar products?

I have used BMC remedy in my previous organisation and Service now in my current organisation and I feel BMC remedy has an upper hand in terms of features and capabilities with easy User Interface. Both users and IT support teams can use this tool, so it needs a friendly user interface to maek it understndable at times and this what BMC excels at. Whereas the other tools have comple interface and we get lost with lots of unnecessary information and tracking data would be cumbersome. Also the user interface was much smooth and snappy to load.

What is your favorite aspect of this product?

We have a breadth of features to use in BMC remedy and the tracking of tickets created is so simple. Also we can filter through data and capture statistics of tickets created. The user interface is what I like the most, easy and user friendly and it is what makes it stand tall in the market.

What do you dislike most about this product?

Some times it becomes difficult to integrate it with other tools. for example We use outlook almost always in our day to day life as a IT manager, even though there are plugins to integrate it with outlook for easy ticket creation. But we dont see a way to track a ticket flowing through emails like an email trail getting auto updated in ticket comments based on what we share/send though emails. Although this can be acheived through use of other tools like power automate, but it would have been easier if it was bundled as a plugin in the user interface of other tools.. So integration needs to be improved I would say.

What recommendations would you give to someone considering this product?

I 100% believe if you use this tool you would definitely stick with it due to its capabilities and its user interface. So try it once is all I can recommend to others. It is top notch in terms of performance and it saves you a lot of time with its features and easy user interface.