BMC Helix ITSM Review

The versatility and customizability of the product is what I like most


What is our primary use case?

To manage the ITSM process in our organization and the organization's infrastructure via CMDB.

How has it helped my organization?

I have implemented and worked on this product at many customer sites. The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly.

What is most valuable?

The versatility and customizability of the product is what I like most. It provides a strong customization platform in the AR System.

What needs improvement?

The interface is one major complaint about this product. With the recent introduction of Digital Workplace and SmartIT products. I think BMC is finally going in the right direction on that front.

For how long have I used the solution?

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