What is our primary use case?
This tool is used for ticketing purposes, to track down daily issues and requests as part of business requirements.
It includes ITIL practices such as incident management, problem management, change management, asset management, and configuration management. We are able to link tickets to one another.
It is used to create, modify, update, and resolve tickets. Parent/child tickets are possible to create. It can also create problem tickets and change requests. It will easily calculate SLAs and can create and customize reports as per user requirement.
How has it helped my organization?
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.
We can easily check the progress of these tickets and follow up with the respective teams.
It provides us the facility to maintain a KEDB (Knowledge database), which is indeed very beneficial for day to day activities.
It can easily add notes to every ticket with the status update.
For us, this tool is essential for ticketing purposes.
What is most valuable?
The most valuable feature is the linking of parent and child tickets. When there are major issues, through the help desk, multiple tickets are raised for the same issue. This allows us to segregate it by parent or child tickets and link the child tickets to the parent.
It's easy to calculate the SLA as it provides the timing as to when the ticket was raised, and the clock automatically stops when the ticket is on pending status. Thus, at the time of resolution, it provides the SLA, whether the ticket met the SLA or not.
What needs improvement?
To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming. Some fields should take data automatically; for example, ticket routing to the teams after entering the team's respective CI (Configuration Item). This will save time and creating tickets would be faster.
The GUI looks a bit complex and can be much better.
When generating reports, there are limited options to customize as per user requirement. It is in need of better customization so that these requirements can be satisfied.
For how long have I used the solution?
We have been using BMC Helix ITSM for six years.