BMC Helix ITSM Review

A highly-integrated solution that could be more simplified


What is our primary use case?

Overall, within our company, there are over 15,000 end-users and 400 incident management members using this solution.

What is most valuable?

You can do some customizing if you want, which is great. It's a very integrated solution. You have incident management, change management, release management, and asset management — all of these things work very well together.

What needs improvement?

Their customer service catalog (where a customer can order some products) could be improved. This product is not the best, but they are working on it.

It needs to be more comfortable for the end-user. You need to be able to order some products.

For how long have I used the solution?

I have been using this solution for over ten years.

What do I think about the stability of the solution?

This solution is very stable.

What do I think about the scalability of the solution?

It's very easy to scale. You can connect one server to another and scale them together if you want.

How are customer service and technical support?

We have a support partner that handles all of our BMC support-related issues.

How was the initial setup?

For us, the initial setup was complex because we needed a lot of customization done.

What about the implementation team?

We have a team of four staff members, including myself, who look after all maintenance-related issues.

What other advice do I have?

I would absolutely recommend BMC Helix ITSM. There are two solutions to look out for: BMC and ServiceNow. I think both solutions are great solutions but I can't say which one is better.

For a smaller company, a solution like JIRA Help Desk may be better. BCM can be quite complex as there are many modules that are not easy to handle.

Overall, on a scale from one to ten, I would give this solution a rating of seven.

If they improved the workflow and processes, simplified the initial setup, improved the UI, and the digital workplace catalog for the end-users, then I would give this solution a rating of 10. 

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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