BMC Helix ITSM Review

​CMDB & Asset management is very helpful in locating an asset. ​The SRM module is still pretty complex.

Valuable Features

In recent releases they introduced OOTB email tickets creation. In the older version we needed to write a lot of code for this.

Improvements to My Organization

CMDB & Asset management is very helpful in locating an asset. Also, the CI viewer helps in good impact analysis for a CR. Bmc SIM gives a good model too.

Room for Improvement

The SRM module is still pretty complex, this needs some improvement in AIF creation and configuration. Process designer needs some good video demos and documentation.

Use of Solution

I have been working on this product for the last 10+ years.

Deployment Issues

During code deployment the Ar Server sometimes leaks a lot of memory which needs a regular restart.

Stability Issues

Stability is as good as your defined architecture which is decided by load.

Scalability Issues

Horizontal scalability at AR server level and at mid tier level is very good.

Customer Service and Technical Support

Technical support has improved compared to six or seven years ago. Customers are happy.

Initial Setup

The set-up is pretty easy.

Implementation Team

Most of my implementations were done through an house team.

Pricing, Setup Cost and Licensing

Get floating licenses if your user base is going to be big.

Other Solutions Considered

I evaluated ServiceNow as an alternative solution. Many customers wanted a new tool to evaluate because they have a very old version of Remedy and upgrading is complex because too much customization is needed. Also, ServiceNow has a very good SAAS/PAAS solution.

Other Advice

Keep a balance between your ITIL processes and the tool. Don't break the costly product just to incorporate your old legacy process. When implementing it, you should avoid customising it too much, having complex SRM AIF forms. You should also ensure you don't have a customised approval process and having too much data in the CMDB.

Which version of this solution are you currently using?

8.x, 9.x
**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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