BMC Helix ITSM Review

It has seamless integration with third-party products.

What is most valuable?

It has seamless integration with third-party products.

How has it helped my organization?

Improved IT service desk and change management functions within the organization.

What needs improvement?

On the Administration activity to be more user friendly in terms of capturing logs also more features to be included in development activity.

For how long have I used the solution?

It's been 11 years now.

What was my experience with deployment of the solution?

We had some issues but we have overcome all those.

What do I think about the stability of the solution?

We had some issues but we have overcome all those.

What do I think about the scalability of the solution?

We had some issues but we have overcome all those.

How are customer service and technical support?

Customer Service:

It's very good.

Technical Support:

It's very good.

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

I've never used any other solution in my career.

How was the initial setup?

The implementation. was easy.

What about the implementation team?

We did it in-house.

Which version of this solution are you currently using?

8.1
**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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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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