BMC Helix ITSM Review

We can generate any reports as per our needs. The status based on email can be easily manipulated - needs to be improved.


Valuable Features

The reporting feature is valuable as we can generate any reports as per our needs provided the search functionality is known. Never worked on the customization or configuration part of the tool as it is limited to the admin role.

Improvements to My Organization

Email option was available in the newer version that helped with track and trace. Most of the time it helped a lot during contract renewals.

Room for Improvement

There are certain functions, such as status, which changes based on the email and last action taken by individual. Anyone can easily manipulate this functionality.

Use of Solution

I've used it for five years.

Deployment Issues

There have been no issues with deploying it.

Stability Issues

It freezes sometimes.

Scalability Issues

There have been no issues scaling it.

Customer Service and Technical Support

8/10

Previous Solutions

I have used HP Quality Center but I feel tracking and tracing is easier in this tool.

Initial Setup

Simple but the installation file is too big.

Other Advice

So far this is the best tool that I have used. The user interface is not difficult to understand.

Disclosure: My company has a business relationship with this vendor other than being a customer: We're partners with BMC.
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