BMC Helix ITSM Pros and Cons

BMC Helix ITSM Pros

Mogle
Senior BMC Remedy Consultant at Mogle & Partners Limited
In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything.
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Jyoti Ranjan
ITSM Consultant at a media company with 10,001+ employees
We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us.
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reviewer979188
Solutions Architect at a computer software company with 10,001+ employees
What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure.
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reviewer1162056
Sales Engineer at a tech services company with 51-200 employees
Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets.
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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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reviewer1427520
IT-Consultant at a computer software company with 201-500 employees
It's a very integrated solution.
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BMC Helix ITSM Cons

Mogle
Senior BMC Remedy Consultant at Mogle & Partners Limited
They could be more responsive to feedback from their community board.
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Jyoti Ranjan
ITSM Consultant at a media company with 10,001+ employees
Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features.
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reviewer979188
Solutions Architect at a computer software company with 10,001+ employees
In the next release, I would like to see AI used for classification or categorization.
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Find out what your peers are saying about BMC, ServiceNow, Atlassian and others in IT Service Management (ITSM). Updated: February 2021.
465,339 professionals have used our research since 2012.
reviewer1162056
Sales Engineer at a tech services company with 51-200 employees
It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better.
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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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reviewer1427520
IT-Consultant at a computer software company with 201-500 employees
It needs to be more comfortable for the end-user.
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Find out what your peers are saying about BMC, ServiceNow, Atlassian and others in IT Service Management (ITSM). Updated: February 2021.
465,339 professionals have used our research since 2012.