BMC Helix ITSM Review

We have seen YOY customer satisfaction improvement for the last five years


What is our primary use case?

ITIL implementation in a corporate 100 technology company.  

Implemented the following:

  • Service Desk
  • Knowledge Management
  • Problem management
  • Asset Management
  • Service Level Management
  • Service Request Management.

Now, we have MyIT and SmartIT implemented, which have a significantly improved UI.

What is most valuable?

The service desk (incident management) function is the lion's portion of use and value. It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area.

What needs improvement?

The interface is somewhat dated as compared to technologies in use today. They have made steps towards addressing that, but they are still limited in being able to allow the customer to truly extend the UI. In the next releases, they should continue the work with the updated interfaces and extend the toolset so the customer can make more flexible changes to the UI (within reason).  

Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent.

For how long have I used the solution?

More than five years.

Which solutions did we use previously?

The product that was replaced was a homegrown service desk app. We replaced that with Remedy ITSM, which has streamlined our management and routing of service requests. This has reduced the amount of time taken for ticket resolution. We have seen year over year customer satisfaction improvement for the last five years.

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