BMC Helix ITSM Review

Good knowledge management features in this highly scalable product


What is our primary use case?

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.

What is most valuable?

The most valuable feature is knowledge management.

What needs improvement?

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.

For how long have I used the solution?

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

I have used it since it was released.

What do I think about the stability of the solution?

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

What do I think about the scalability of the solution?

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.

How are customer service and technical support?

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.

Which solution did I use previously and why did I switch?

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

How was the initial setup?

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.

What about the implementation team?

I implement this solution for my clients.

What other advice do I have?

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.

Which deployment model are you using for this solution?

On-premises
**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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