BMC Helix ITSM Reviews

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.

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.

Positive

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.

I was responsible for three implementations with BMC. All of these implementations are related to ITSM, with the IT Service Management implementation, where we manage all the processes like incident management, request fulfillment, problem management, change management, and configuration management. All three projects were of the same scope, with only ITSM managing all these processes in each one.

The most important feature in the BMC is the users' and technical teams' front end. They are good for the front end, simple front end. For the first line of support and for the end users, it's a good front end. It's very simple to register, to follow the cases or incidents. 

It is a stable product if set up correctly.

The solution can scale. 

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.

I've used the solution for about five years. 

If the configuration was well performed, yes, it's a stable solution. However, this is the same problem for all the other solutions in the market. If we don't have a good implementation, we don't have a good illustration of the solution. That said, if we follow the best practice to implementation, it's very stable.

The solution scales well. 

Technical support can be improved. They are fast in response, yet they pass the buck to other people. It is not easy to follow the register of support. It's not the worst support in the world. However, it could be better.

Neutral

I also have knowledge of ServiceNow. 

It's very difficult to set up the product. It's one of the most difficult solutions in the market to implement. It's time-consuming. It will take more than two months compared to something like ServiceNow, which is faster and easier. 

The number of people you need for deployment and maintenance is minimal, maybe four or five people. We can separate that into one project management, one architect, and three developers or analysts to implement the solution.

I was a partner of BMC in my last job function. 

The best support is defending the requirements of the company. This is the same advice I would give in ServiceNow. It's very important for any solution to define the requirements very well. Based on that, it's easier to implement the solution. 

I'd rate the solution eight out of ten. Compared with other solutions in the market, for example, Manage Engine, which has technical limitations, BMC is robust. We can do everything with BMC. We can do a lot with ServiceNow too. BMC does have complexity in the implementation, however. 

I am supporting the top bank in Pakistan, and they are using BMC Helix ITSM. There are multiple solutions in BMC Helix ITSM, such as asset management, configuration management, and tools that are used for monitoring purposes.

The solution can perform well for large-sized companies.

The documentation could improve in BMC Helix ITSM.

I have been using BMC Helix ITSM for approximately eight months.

I rate BMC Helix ITSM an eight out of ten.

We have three to four people using this solution.

The solution is best suited for enterprises.

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

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

Neutral

The initial setup of BMC Helix ITSM requires a technical expert. An expert is required for the configuration and management of the different servers.

The price of BMC Helix ITSM is expensive.

I rate BMC Helix ITSM a seven out of ten.

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.

We use BMC Helix ITSM as a managed ticketing solution for the telecom industry.

The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification. We should take a certification in terms of Service Assurance and Service Framework.

There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency. That is why we have come up with other products that have a similar use case. BMC needs to come up with a plug-and-play system that requires a minimal partition, it would be highly beneficial.

I have been using the solution for seven years.

I give the stability an eight out of ten.

I give the scalability an eight out of ten.

The initial setup is not simple. We require a skilled administrator to complete the deployment. Depending on the customer's requirements the solution can be deployed on-premises or cloud.

I give the solution a seven out of ten.

The differences between BMC Helix and other ITSM solutions depend on the use case, process alignment, and organizational requirements. We have realigned the entire product to suit telecom operations, so it depends on the organization's strategy regarding ticketing solutions.

I recommend the solution to others.

The BMC Helix ITSM can be deployed on-premise or in the cloud.

We use BMC Helix ITSM in the financial sector.

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

BMC Helix ITSM should improve its price.

I have been using BMC Helix ITSM for a couple of years.

BMC Helix ITSM is a stable solution.

We have a lot of clients using BMC Helix ITSM.

The initial installation of BMC Helix ITSM is fine.

I have a team that does the implementation of BMC Helix ITSM.

The price of BMC Helix ITSM could improve their price.

I would recommend BMC Helix ITSM to others.

I rate BMC Helix ITSM an eight 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.