BMC Helix ITSM Review

It provides ticket history, but is complex to use.


What is most valuable?

The trouble ticket history is valuable if the technician details the resolution of the problem noted.

How has it helped my organization?

It tracks all trouble tickets and provides a ticket history. Problems can be researched and solutions applied based on past tickets. It lets the organization know how well the Tier 1, Tier 2, and Tier 3 folks are doing.

What needs improvement?

Making it easier to use is very important, and the searching of tickets should be an easy procedure instead of being complex.

For how long have I used the solution?

I've been using it for three years.

What do I think about the stability of the solution?

Some settings in the browser had to be adjusted for daily operations.

What do I think about the scalability of the solution?

None that I am aware of.

How are customer service and technical support?

Customer Service:

Most responses are via email support, but the system is quite complex.

Technical Support:

They're good.

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

No, this is the solution the government went with, but after taking a look at BMC Remedy and performing a cost analysis, I did not suggest buying this product. However, powers above me wanted Remedy so it was purchased.

How was the initial setup?

It was complex to setup.

What about the implementation team?

A vendor team setup the initial configuration, and an SME was available for configuration issues. A day's training class, just on how to use it, was provided.

What was our ROI?

I would estimate that it is quite low, or running at a loss.

Which other solutions did I evaluate?

I provided my report three years ago, but my suggestion was not taken.

What other advice do I have?

This is a complex product that is quite expensive and there are other solutions out there at a lower cost, or you could work a trouble ticket system by using a Microsoft product.

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