BMC Helix ITSM Reviews

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.

We use Helix to manage incidents and requests. 

The user experience could be better. 

I have used Helix for one year.

Helix is stable.

Helix is scalable.

Setting up Helix is complex, and it takes about a day to deploy. 

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.

It's a help desk software. It is an ITSM system. We are an MSP. We use it in-house and then we use it for a bunch of our other customers.

It's a stable, reliable product.

The solution can scale and expand well.

It's one of the top solutions on the market for ITSM capabilities. 

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. 

I've been using the solution for 11 years or so. 

The stability is very, very good. I'd rate it four out of five in terms of reliability. It doesn't crash or lag on us. There aren't bugs or glitches. 

It is highly scalable. We have lots of users. We've never had a problem expanding it. It's not a problem.

Their support is not really good yet. Due to our scale, when we work with their support, it's not very good.

Neutral

We are actually on the way to phasing this solution out. We are replacing it with ServiceNow. ServiceNow integrates with more solutions. 

The initial setup is pretty complex. 

We had the competency to handle the setup in-house. 

The cost is high and going up. Part of the reason why we're changing products is that the pricing actually went up recently by a lot.

We're an MSP. We resell it for BMC amongst other things.

This solution is a SaaS, a Software as a Service, solution. 

It's probably the second-best solution out there. It's just that, as an MSP, we just need to work with a bunch of other toolsets. When that happens, then you run into more support issues and run into more integration issues. That said, I would still say it's the second-best ITSM solution out there.

I'd rate the solution five out of ten. 

We are mostly involved in service assurance for telecommunications; service assurance and network provisioning for telecommunications. We use BMC Helix ITSM in these areas.

Most of our use cases involving BMC Helix ITSM are for change management and trouble ticketing. If you look at telecommunications companies, everything revolves around incident problems and change.

The most valuable feature for our customers using BMC Helix ITSM is change management.

BMC Helix ITSM encourages the use of APIs as much as possible. They're looking to use machine learning in the future, and all the time moving towards a zero-touch type environment.

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

I have been using BMC Helix ITSM since it came out. 

BMC Helix ITSM is stable.

Having the solution on the cloud brings increased scalability. The scalability of BMC Helix ITSM is good.

The deployment of BMC Helix ITSM is difficult. If you deploy it in a single-use enterprise it's probably fairly simple. A lot of the deployments of the solution we are doing are at a global level where there is a lot of consolidation. BMC Helix ITSM requires individuals that are doing the process to have a deep understanding of the solution.

A lot of people are moving from legacy on-premise systems to SaaS cloud versions. The most difficult element of doing this is data migration. This process could improve. There are good processes in place for migration, but it's having the level of understanding about what data do you need to migrate that can be difficult.

We use an Agile approach to the implementation of BMC Helix ITSM. We could have a delivery phase that requires six or seven people as part of the delivery in the Agile scrum-type approach. Your next iteration could be two or three people or more. Then you have your consultants on top of that and your architects. However, it is depending on what is required for that sprint. 

What we tend to do is use an initial waterfall approach to create the base, or the minimum viable solution, up and running. Then we move to an Agile sprint approach for iterations and for meeting customer requirements. We figure out what the business requirements are and what are the priorities, et cetera. There can be a lot of teams involved, such as testing and redelivery teams.

I would advise others before implementing this solution to be clear on what they are trying to achieve.

I rate BMC Helix ITSM a nine out of ten.

We use Helix to manage services for clients in Latin America and provide a service desk. 

The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients.

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.

We have around 25 clients and are in the process of moving one client to Helix. We will continue the deployment over the next 18 months or so.

Helix is stable.

Helix is scalable enough to handle our use cases. We plan to implement it for 200 users, but right now we're at fewer than 20.

We're BMC partners in Latin America, so we have strong support in the region. It isn't a problem.

I can't say much about the implementation because my team handles that, but I think it isn't complex.

We paid a service fee for implementation, and there's an ongoing monthly fee for the Helix, license based on the current number of named users. 

We evaluated ServiceNow, and the features are similar. ServiceNow probably has better functionality. However, BMC offered a better price, so it was ultimately an economic decision. Considering the cost of both solutions, Helix provides the best value for the money.

I rate Helix eight out of 10. 

We use BMC Helix for application discovery and dependency mapping the area of the nCode. It's one of the best programs we've used. We usually serve around 10 to 20 customers with this solution but it's fewer than 10 now.

Many other tools are similar. I've used these tools and find that they meet my requirements. 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.

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.

We've been using Helix for at least 10 years.

It is very stable and scalable.

I haven't really done the installation, so I do not know how complex it is.

The license is yearly.

On a scale of one to 10, I would rate it a seven. Before adopting, I would recommend evaluating how well all the options are suited to your requirements.

It is basically in for the management and problem management.

The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework.

Certain features can be improved. We find ourselves having to make a lot of customizations to make things work for us.

They should add some of the bolt-ons into the initial setup, such as chat.

I have been using this solution for three years.

It is reasonably good.

It is scalable.

Their technical support is pretty good.

It was quite complex from memory. It was over three years ago, but it was quite complex.

We did evaluate other options. There were business reasons for choosing BMC over other providers.

I would advise making sure that you have the expertise to administer the system.

I would rate BMC Helix ITSM an eight out of 10.