BMC Helix ITSM Review

It holds us accountable for IT services, leading to a reduction in IT service outages.


Valuable Features

For us, there are two main features that are most valuable:

  • IT Service Management, and
  • Service Support

Improvements to My Organization

It holds us accountable for IT services, leading to a reduction in IT service outages.

It's also given us a tight and streamlined management of services and reduction in resource utilization.

Room for Improvement

It could be improved in the areas of cloud management, documentation, and training.

Use of Solution

I've been using it for 10+ years.

Deployment Issues

We didn't encounter any issues with deployment.

Stability Issues

It's been stable for us.

Scalability Issues

It's scaled for us as needed.

Customer Service and Technical Support

Customer Service:

Customer service is good.

Technical Support:

Technical support is good.

Previous Solutions

We didn't use a previous solution.

Initial Setup

The initial setup was straightforward.

Implementation Team

We used a vendor team for implementation. There was a significant time frame for analysis and design in implementing the solution.

Other Solutions Considered

We didn't look at other solutions.

Other Advice

I highly recommend this solution.

Disclosure: My company has a business relationship with this vendor other than being a customer: We're an authorized partner.
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