BMC Helix ITSM Review

The ease of use and integration made it a worthwhile investment


What is our primary use case?

Aligning IT processes within your organization with best practices, like ITIL.

Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time.

How has it helped my organization?

Our organization already had another solution, therefore there were no issues accepting such a solution. However, the ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier.

What is most valuable?

  • Service request management: Ease and speed of creating new requests. 
  • Ease of integration: There are plenty of integration options, e.g., web services, email, RESTful API, and even an ETL tool, Pentaho, which helps a lot.

What needs improvement?

The amount of software issues are still too big, even considering the complexity of the tool. Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years.

For how long have I used the solution?

More than five years.

How is customer service and technical support?

Support could be more skilled. We are wasting too much of our time debugging.

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner.
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