The most valuable feature is the flexibility, which allows us to customize it per our customers' requirements.
BMC Helix ITSM Review
It provides email notification that are triggered as and when there is an update on assigned ticket, unassigned ticket for pending and resolved.
Valuable Features
Improvements to My Organization
- Email Notification that are triggered as and when there is an update on assigned ticket, unassigned ticket, pending, and resolved.
- Multiple mailbox configurations helped people from different organizations to communicate/create incidents.
Room for Improvement
As of now, the new release of version 9 is in place which is resolving the issues reported related to Reporting, Change Management, Approval Console, Dashboards.
Use of Solution
I've used it for almost 9 years now.
Deployment Issues
We've had no issues with deployment.
Stability Issues
We've had no issues with stability.
Scalability Issues
We've had no issues with scalability.
Customer Service and Technical Support
Customer Service:
Customer service is a 9 out of 10.
Technical Support:Technical support is a 9 our of 10.
Implementation Team
The system on our end is home-grown, which is used for consulting mostly to online and remote clients.
ROI
I think that the ROI is perfect with the pricing/licensing concept.
Other Advice
You can implement it with customizations per your requirements as it's a flexible product.
Which version of this solution are you currently using?
7.6.04 SP4
**Disclosure: My company has a business relationship with this vendor other than being a customer: We have a support contract with BMC, which is renewed yearly.
Last updated: Feb 21 2016
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Author
it_user389052
Senior ITSM Consultant at Sierra-Cedar
Consultant
Highlights
This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets.
In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything.
What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure.
Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets.
It's a very integrated solution.
We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us.
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