BMC Helix ITSM Pros and Cons

BMC Helix ITSM Pros

reviewer1290114
IT Consultant at a retailer with 10,001+ employees
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.
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reviewer790833
Information Security Specialist at a financial services firm with 501-1,000 employees
Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues.
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BMC Helix ITSM Cons

In8392cOn
Consultant / Project Manager at a tech consulting company with 5,001-10,000 employees
Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy.
If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture.
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reviewer1290114
IT Consultant at a retailer with 10,001+ employees
To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming.
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reviewer790833
Information Security Specialist at a financial services firm with 501-1,000 employees
We have experienced outages, because some other customers did something on the same cluster that we share.
It has created more layers of bureaucracy.
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