BMC Helix ITSM Pros and Cons
BMC Helix ITSM Pros
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.View full review »
Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues.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 »
To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming.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 »