BMC Helix ITSM Pros and Cons
BMC Helix ITSM Pros
Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother.
We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing.
We use this tool for managing tickets, other employee related services, and reporting purposes.View full review »
MyIT is simple to use and its mobility is a big plus for our on the go users.
The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline.View full review »
Provides a clean front-end for our users to log requests and has rich ITSM functionality.
Initial, out-the-box setup was easy with no problems.
Customer support is always fantastic and willing to help. No matter what time of day we have a problem.View full review »
Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues.View full review »
Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people.
Our Change Management and Incident Management processes have been greatly improved.View full review »
It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area.
We have seen year over year customer satisfaction improvement for the last five years.View full review »
Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time.
The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier.View full review »
Improved our organization with better customer experience and reporting abilities.View full review »
With service requests, we have been able to give visibility to the business users.View full review »
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.
The versatility and customizability of the product is what I like most.View full review »
BMC Helix ITSM Cons
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.View full review »
Needs to make customizable/configurable article templates in the Knowledge Management.View full review »
SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT.
From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs.View full review »
The Approval Central system needs to be refreshed.
It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems.View full review »
We have experienced outages, because some other customers did something on the same cluster that we share.
It has created more layers of bureaucracy.View full review »
We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved. During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time.View full review »
The interface is somewhat dated as compared to technologies in use today.
Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent.View full review »
Support could be more skilled. We are wasting too much of our time debugging.
The amount of software issues are still too big, even considering the complexity of the tool.
Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years.View full review »
Needs less infrastructure requirements.
Encountered issues with scalability and stability.
It takes a long-time to plan and deploy the on-premise solution.View full review »
I would also love to see consistency across all consoles.
Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this.View full review »