BMC Helix ITSM Review

We can generate any reports as per our needs. The status based on email can be easily manipulated - needs to be improved.


What is most valuable?

The reporting feature is valuable as we can generate any reports as per our needs provided the search functionality is known. Never worked on the customization or configuration part of the tool as it is limited to the admin role.

How has it helped my organization?

Email option was available in the newer version that helped with track and trace. Most of the time it helped a lot during contract renewals.

What needs improvement?

There are certain functions, such as status, which changes based on the email and last action taken by individual. Anyone can easily manipulate this functionality.

For how long have I used the solution?

I've used it for five years.

What was my experience with deployment of the solution?

There have been no issues with deploying it.

What do I think about the stability of the solution?

It freezes sometimes.

What do I think about the scalability of the solution?

There have been no issues scaling it.

How are customer service and technical support?

8/10

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

I have used HP Quality Center but I feel tracking and tracing is easier in this tool.

How was the initial setup?

Simple but the installation file is too big.

What other advice do I have?

So far this is the best tool that I have used. The user interface is not difficult to understand.

Disclosure: My company has a business relationship with this vendor other than being a customer: We're partners with BMC.
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