BMC Helix ITSM Review

The IT service management and change request creation features are valuable.

What is most valuable?

  • ITSM features
  • CR creation

How has it helped my organization?

It helped us to implement ITIL and MSTOP.

What needs improvement?

  • Slow BI

For how long have I used the solution?

I have used it for four years.

What was my experience with deployment of the solution?

We have not encountered any deployment issues, as it offers a cloud-based solution.

What do I think about the stability of the solution?

We have not encountered any stability issues.

What do I think about the scalability of the solution?

We have not encountered any scalability issues.

How are customer service and technical support?

Customer Service:

Customer service is average.

Technical Support:

Technical support is 10/10.

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

I previously used a different solution. I switched because my organization switched the tool vendor.

What about the implementation team?

We implemented it through a vendor team.

Which other solutions did I evaluate?

Before choosing this product, we also evaluated HPE Service Manager.

What other advice do I have?

I have no further comments; excellent tools.

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