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BMC Helix ITSM Review

We automated discovery and mapping of assets. Each of the modules in this version have room of improvement.

What is most valuable?

For me specifically the Asset Management & Incident Management modules.

How has it helped my organization?

Since 8.1 is compatible with the ADDM discovery tool, we automated discovery and mapping of assets (CIs) and their relationships migration to the CMDB. We also used them for building services for the operational dashboard.

What needs improvement?

Each of the modules in this version have room of improvement. We also have to perform customizations based on our company environment and business needs but it would be nice if these were available by default.

For how long have I used the solution?

I've been using this version for March 2015, and I was using v6.3 for seven years.

What was my experience with deployment of the solution?

We definitely encountered some issues with the deployment and integration with other tools we are using, but that is the same with the any new tool.

What do I think about the stability of the solution?

There have been no issues with the stability.

What do I think about the scalability of the solution?

There have been no issues with the scalability.

How are customer service and technical support?

Customer Service:

7/10

Technical Support:

7/10

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

I have been in this company for eight years, and it was already in place.

How was the initial setup?

The initial setup wasn’t straightforward.

What about the implementation team?

We hired Column consulting to work on the development and implementation of the upgrade.

What other advice do I have?

It’s not an easy product to use for the customers.

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.

Last updated: Mar 28 2016

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1 Comment

Jeevan Chaukar

Hello,
I keep hearing from many people that BMC products are not "easy to use". But it is something very subjective and also depends a lot on how the end user community has been trained or oriented to use this relatively vast and complex suite.
Definitely there is a learning curve but so is to any other tool. Have you done any comparison with nearest competitors like Service Now? Is there any plan from your end to migrate to a different technology stack just because it is not user friendly?

Regards,
Jeevan

(0)

18 July 17

Author

it_user413265

ITSM Configuration Manager with 51-200 employees

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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IT Service Management (ITSM) Help Desk Software