BMC Helix ITSM Reviews

We have a different project in which we implement BMC Helix ITSM, including a built-in ERP solution that has different supply chain management, such as finance, and other projects. Each team assigns the tickets, and if any client is facing an issue in a particular model, they will create the ticket and it will go through this particular use case.

If it relates to supply the chain, it goes to a particular administrator or developers. In this use case, we use approximately 500 users in BMC Helix ITSM.

This solution provides complete incident management to our organization which has improved the organization. We have different projects and different models for handling incidents and resolving the client's issues. The solution has helped to manage all the tracking and has enabled us to manage. Additionally, it has helped us with cybersecurity incidents, it's very helpful to visualize and track the exact moment of a particular incident, which is crucial.

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.

I have been using BMC Helix ITSM for approximately seven years.

BMC Helix ITSM is a stable solution.

The scalability of BMC Helix ITSM is based on the license. If you need to scale you can purchase licenses.

We have approximately 500 users of this solution. We do not have plans to increase the usage of the solution in the future.

I rate the support from BMC Helix ITSM a five out of five.

I did not use other similar solutions to BMC Helix ITSM.

The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is.

We did receive an ROI using the solution. It is a requirement for any organization for handling incidents, without it, it is not possible to do it in an automated or systematic way.

We evaluated Snow before choosing BMC Helix ITSM.

For the maintenance of the solution, we require one system administrator because sometimes it creates issues on the server level. One system administrator does not need to be dedicated, but then have other tasks such as the creation of groups and user for the applications, such as the ARM server.

This is a good tool and I would recommend it to others.

I rate BMC Helix ITSM a nine out of ten.

We are using BMC Helix ITSM mainly for incident and change management.

The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool.

When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed.

BMC solutions are now multiple solutions, they are not one comprehensive solution. It would be beneficial if there was one installation that could be done for all the solutions together. It would make it a lot easier to upgrade.

They should improve the reporting and dashboard. However, we have seen the smart report and dashboard, it was very good and I know they have enhanced it with Grafana. They are using Grafana with the latest version, but we did not try it yet.

I have been using BMC Helix ITSM for approximately 25 years.

BMC Helix ITSM is a highly stable solution.

The scalability of BMC Helix ITSM is good. We are able to scale to solution up and down.

I rate the scalability of BMC Helix ITSM a nine out of ten.

I have had a bad experience with the support. Their knowledge was lacking, the response times were not always good for the reported case. Depending on the reporting case the support could be better or worse. 10 to 20 percent of the reported cases are not handled in a timely manner.

I rate the support from BMC Helix ITSM a four out of ten.

Neutral

The initial setup of BMC Helix ITSM is straightforward.

I rate the initial setup of BMC Helix ITSM a nine out of ten.

We used a third-party consultant for the implementation of the solution.

We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price.

I rate the price of BMC Helix ITSM a six out of ten.

I rate BMC Helix ITSM an eight out of ten.

I used this solution as part of my previous role where I was a solution architect designing comprehensive solutions for customers in the APAC region, including India. The customers predominantly have challenges with respect to the ITSM area.

The primary use cases could be particular incident problems and change management modules. There are of course requirements on your cellphone catalog front. Along with other BMC products, it could be discovery or it could be your monitoring solution.

Every fourth or fifth client I have worked with has had the BMC solution.

It's a cloud solution and deployed on-prem.

The most valuable features are the simplicity and the in-duty features. Most of the time people don't use the tool because they either find it clumsy or very difficult to understand. The biggest challenge is that I don't know where I need to raise the request. BMC addresses all these solutions, so that is something I like.

The second thing is the scalability, which isn't a problem at all. You go and buy any product in the market and of course to a certain limit they can work, but the scalability that BMC offers is really great. 

Thirdly, it provides tons of integration options. We haven't faced any issues with integration.

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.

I have been using this solution for 10 years.

It's stable.

The scalability is very good.

Whenever we are stuck or whenever we need support, the technical support is very much appreciated. They have helped me a lot in these areas.

Implementation is easy and simple most of the time. The knowledge base is pretty good. The community pages are very good.

The amount of time it takes to deploy depends on the use cases. Typically, we take around two to three months for implementation, which covers at least six to seven processes of implementation, any incident problem, change, or configuration.

It's a yearly subscription but there are a couple of customers who go for the monthly subscription.

I would rate this solution 8 out of 10.

I would recommend this solution for those who want to start using it.

We use BMC Helix ITSM only for managing internal tickets. I only use it for checking my tickets because I'm just an end-user. I phone the service desk or I use their self-service interface to log my tickets. I have access to the interface, which I use to receive feedback on my tickets. If there's any work that I do for internal support, I use the same interface. The interface is what I use to receive information into the system and let the service desk know how far I am. There's very little that I do on that side of things. It's less than 5 percent of the work I do on BMC Helix ITSM, and 95 percent of the work I do is with CA Service Desk.

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.

As people progress in the life cycle of the ticket, you need to know what's happening, and the notifications BMC Helix ITSM provides are helping us a lot to know exactly what's happening.

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

I have been using BMC Helix ITSM for approximately two years.

BMC Helix ITSM is stable, it has high availability.

I am not sure how scalable the solution is but it has always been working well.

I have not contacted the support from BMC Helix ITSM.

I used to work for another company in 2004 and they were using a solution called Remedy, but the interface was a lot different. There are a lot of similarities to BMC Helix ITSM. The company has been using Remedy for approximately 10 years.

There are licenses to use this solution.

I would recommend this solution to others. From what I've read BMC Helix ITSM has a lot of features and far more than the CA Service Desk. I haven't been part of the team to experience the other solutions but from what I've read, it's very rich in its features.

I rate BMC Helix ITSM a nine out of ten.

This is an IT Service Management tool for incident management. 

I use this product as an end-user and not an administrator. This is not a product that I use extensively. We primarily use it for incident tracking and service request tracking.

The interface is nice and it's simple to use.

It provides a good user experience.

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.

We have not faced too many issues with stability. It's fairly okay.

This product is used enterprise-wide, with between 600 and 800 users.

Our administration teams are the ones that have contact with technical support. As such, I have not had any experience with them.

Prior to using BMC Helix, we used CA Service Desk.

I prefer using BMC.

We used a system integrator for the deployment.

I would rate this solution a six out of ten.

I'm a service management specialist and I'm in partnership with BMC.

I like the digital workplace, it's an appealing feature for me. 

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. 

The initial setup required an engineer for configuration, to load data on the system. The datasheet form isn't user friendly, a client wouldn't be able to fill it in, a tech savvy person is required.

I like the tools BMC offers but it's very expensive.  The pricing model needs to be revisited.

BMC is definitely not for small businesses, especially those in Africa, Eastern Europe, and the Middle East. It's difficult to get small businesses onto BMC because of the cost. For functionality, I would give this solution an eight out of 10 but I have a serious problem with the pricing and that brings my rating down to a six.

The primary use case of this solution for individuals calling into the help desk to have a ticket created over the phone, which becomes an incident. If the incident gets upgraded then it becomes a problem and then they work on it.

The most valuable feature is knowledge management.

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.

I have been working with BMC Solutions from Remedy since 1994.

I have used it since it was released.

This solution is stable, it's very good. I would rate the stability a ten out of ten.

This solution is scalable and I think that it's the best that you can get. I would rate the scalability a ten out of ten.

The current project has 140 people, which excludes the users. There are approximately 20,000 users for this project. This site is quite large.

I have worked on sites that have a couple of hundred users to many thousands.

This solution is suitable for medium to large-sized companies.

The technical support is very good and I would rate it a nine out of ten.

At times, you have a critical issue and you need an answer very quickly. Even if it takes half an hour or a day to get an answer, it takes longer than you expect.

There is always room for improvement, although BMC has improved over the last couple of years.

I have worked with other competing products for integrations. I focus on BMC solutions.

The initial setup is complex. If you know what you are doing and what you want then it's straightforward. Most clients don't know what they want and it becomes complex.

I have worked with three or four consultants where you have small teams, and I have worked on larger teams where there is a huge undertaking to implement it.

I implement this solution for my clients.

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:

1. Get a support contract directly with BMC. 
2. Pick your BMC partner or reseller.
3. Get in-house resources and knowledge, and train your employees, or employ someone with the BMC Remedy skills.
4. Get external contractors to top it up with contractors and consultants from the partner.
5. 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 supports our supporting processes. My responsibilities include reporting on the services we offer to end-users, primarily through channels like email. I focus on coordinating arrangements for the services we provide.

The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request. It helps in updating the solution throughout the workflow. I use it to gather information about the people involved, track time, and more.

Working with numerous processes can be complex, and the processes are not always transparent in the solution. At times, users may not be aware of the meaning behind various processes when receiving certain information. The most frequently requested change for the solution is integrating the latest technology to facilitate interactive resolution.

I have been using the solution for the past 20 years.

The solution is stable. I have several servers working together in a cluster.

The solution is scalable.

We haven't needed customer support extensively. However, we did encounter some delays, waiting for several hours to receive a satisfactory answer. Fortunately, there have been no issues with the technical components.

I have worked with SentinelOne and ServiceNow.

The solution is best-suited for medium-sized companies. I rate the solution a nine out of ten.