BMC Helix ITSM Review

Provides a clean front-end for our users to log requests and has rich ITSM functionality

What is our primary use case?

  • Logging of incidents
  • Work orders
  • Purchase orders and change requests

We use this to track all future development requests from our end users.

How has it helped my organization?

Provides a clean front-end for our users to log requests and has rich ITSM functionality.

What is most valuable?

MyIT application for logging and following up of requests. It is much more functional than the old SRM request application. 

What needs improvement?

The Approval Central system needs to be refreshed. 

It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems.

For how long have I used the solution?

More than five years.

What do I think about the stability of the solution?

No issues.

What do I think about the scalability of the solution?

No issues. 

How are customer service and technical support?

Customer support is always fantastic and willing to help. No matter what time of day we have a problem. We always get a friendly, helpful support engineer to guide us through any small challenges that we face.

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

HEAT. We changed due to the rich functionality offered by BMC Software.

How was the initial setup?

Initial, out-the-box setup was easy with no problems. The gathering of business data to import into the system was more complex.

What about the implementation team?

At first, we used a vendor and then moved it in-house.

What was our ROI?

Not sure at this moment, as we have not been asked to provide that to the business.

Which other solutions did I evaluate?

Yes, FrontRange by HEAT.

What other advice do I have?

Look at cloud-based hosting to a provide a stable, easily expandable solution. We found on-premise did have a few challenges.

With a proper well laid out project plan and some good developers, this solution is able to meet any requirements that your organization may have.

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