BMC Helix ITSM Review

Flexibility in development and the capacity of being used by so many different kind of businesses are the most valuable features for us.


What is most valuable?

Flexibility in development and the capacity of being used by so many different kind of businesses are the most valuable features for us.

How has it helped my organization?

It enhances the implementation of process between teams in a central way, and if that is not possible it makes the integration with other applications easily.

What needs improvement?

There is a lack of features to help the support team in supporting this application. Anything that help to understand the workflow would be very appreciated. Having a "big picture" of a solution is a great way to solve any issue. Something that allows the "navigation" in the workflow (step-by-step), would be fantastic.

For how long have I used the solution?

We've used Remedy for 17 years and five years for ITSM.

What was my experience with deployment of the solution?

There were no issues with the deployment

What do I think about the stability of the solution?

It has a problem with the memory management. It's the biggest problem from my point of view.

What do I think about the scalability of the solution?

It has a problem with the memory management. It's the biggest problem from my point of view.

How are customer service and technical support?

Customer Service:

3/10 - customer service is very painful. It takes a lot of time to pass the issue to the technical support and until that happens, the issue jumps between the people in support, that ask us always the some things.

Technical Support:

The technical service is OK.

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

I have always worked with this product, but the company where I work, has a lot of others products similar to this one, and along the years are converting for this one. So, for me, this is evidence of the quality of the product.

How was the initial setup?

For the needs that my company have the structure is complex, and so the setup is a little complex to, but if you only need one server, the setup is straightforward.

What about the implementation team?

In the many years I have experienced both situations. My advice is to have a vendor team so they can validate everything in the setup.

What was our ROI?

Very dificult to talk about ROI in financial terms. Taking into account that the main concern is to choose the best delivery for a service, we are very happy with this product, and the feeling is that it pays for it self.

What other advice do I have?

The final product has an installation with many modules, so choose carefully according to what your needs are. If you have something simple and if you know how to develop, the price of getting this product will decrease a lot.

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