BMC Helix ITSM Reviews

Aligning IT processes within your organization with best practices, like ITIL.

Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time.

Our organization already had another solution, therefore there were no issues accepting such a solution. However, the ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier.

• Service request management: Ease and speed of creating new requests. 
• Ease of integration: There are plenty of integration options, e.g., web services, email, RESTful API, and even an ETL tool, Pentaho, which helps a lot.

The amount of software issues are still too big, even considering the complexity of the tool. Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years.

Support could be more skilled. We are wasting too much of our time debugging.

For me specifically the Asset Management & Incident Management modules.

Since 8.1 is compatible with the ADDM discovery tool, we automated discovery and mapping of assets (CIs) and their relationships migration to the CMDB. We also used them for building services for the operational dashboard.

Each of the modules in this version have room of improvement. We also have to perform customizations based on our company environment and business needs but it would be nice if these were available by default.

I've been using this version for March 2015, and I was using v6.3 for seven years.

We definitely encountered some issues with the deployment and integration with other tools we are using, but that is the same with the any new tool.

There have been no issues with the stability.

There have been no issues with the scalability.

7/10

7/10

I have been in this company for eight years, and it was already in place.

The initial setup wasn’t straightforward.

We hired Column consulting to work on the development and implementation of the upgrade.

It’s not an easy product to use for the customers.

Clients use it for incident management, problem management, change management, and device management.

Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. 

The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets.

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.

I have been selling this solution since version 7, that is, for five years to seven years.

There is some difficulty in configuring high reliability and disaster recovery. Sometimes, the solution is not available for end users. The infrastructure must be configured in a certain way to keep it online most of the time. There are no bugs or issues.

It is scalable horizontally and vertically. The problem is that you have to use a lot of servers and server infrastructure to scale it. You need a really big infrastructure to manage and sustain ITSM. Most of our clients are big companies. 

They solved the problem most of the time. I would rate them a nine out of ten. It would be good to have Brazilian support. Currently, you have to talk to engineers in the US, India, and other countries. We don't have local support, and we have to work with a partner.

It was complex. The older versions were complex to customize and create some workflows. It took a lot of time to deploy. I don't know about the latest versions.

It is too expensive for a small business.

I would advise others to prepare and plan a lot before using the product. Define the exact workflows, themes, and end-user experience because the users sometimes don't use self-service. Customize it as little as possible.

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

We use Remedy to automate the ticket registration, attention, and solution from automatic creation to solve them on mobile devices. 

This product helps us to better serve our customers, enabling them anyplace for making requests or updating tickets.

The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great. Also, the option to review reports and dashboards from the mobile.

Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it.

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.

• A lot more alignment with ITIL
• Better customer experience
• Better reporting abilities
• Less failed changes

• Change management and impact analysis
• Central management of Prod Cats and Op Cats

• Easier upgrade path
• Easy to customize
• Avoid all browser cache issues
• Less infrastructure requirements

Yes.

Yes.

They are quick to respond, but could be a bit more helpful.

BMC Remedy ITSM suite solution was chosen to replace the existing ITSM tool. The existing tool was lagging in functionality and not addressing our business requirements. The Remedy tool was very much aligned to ITIL and had the industry experience for significant number of years. BMC also has very other products which help in achieving better service management.

It takes a long-time to plan and deploy the on-premise solution.

The ability to utilise CMDB information is the most valuable feature for us as it helps us to see interlinkages between CIs.

It has improved our issue resolution and change management process.

Desktop client should be an option for heavy users.

We had no issues during the deployment.

We've not experienced any stability issues.

We've had no problem scaling it to our needs.

I've not had to contact technical support.

The initial set-up was straightforward.

We performed the implementation in-house.

Have your business requirements confirmed prior to selecting a vendor.

The ease of installation and configuration is valuable. It's quick to build prototypes and full-fledged, database-based applications.

Product consultants who assist and maintain the product for customers.

It needs to be web based. The product also needs a client native (non web) version re-introduced.

I've been using the AR System for 20 years.

I've had no issues deploying it.

There have been no issues with the stability.

There have been no issues with the scalability.

It's excellent.

It's excellent.

There was no previous solution in place.

The initial setup is partially complex, but reading the install manual ahead of time is recommended to offset the complexity.

We are a consulting firm that assist our customer based in this area.