BMC Helix ITSM Room for Improvement

Mogle
Senior BMC Remedy Consultant at Mogle & Partners Limited
All products can be improved. For this solution, the customization could be improved. BMC has its own community where we can go in and suggest ideas and changes to the products, which is great, but at times BMC is not very responsive. There have been suggestions that were submitted five years ago and still not delivered. BMC has indicated that it was in development. They could be more responsive to feedback from their community board. View full review »
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. View full review »
reviewer979188
Solutions Architect at a computer software company with 10,001+ employees
If you want to have to migrate from on-premises to Helix or from Helix to a ServiceNow, or from cloud to on-premises, it's easy but it requires additional tools. It should be included in the existing package, rather than clients having to go with a third-party tool. It could be offered to customers as a value on a separate line item. There are some companies that provided a customized solution to identity what customization has been done, and to reduce the number of your upgrade cycle. If they had this type of solution included, it would be helpful. In the next release, I would like to see AI used for classification or categorization. View full review »
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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. View full review »
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. Some fields should take data automatically; for example, ticket routing to the teams after entering the team's respective CI (Configuration Item). This will save time and creating tickets would be faster. The GUI looks a bit complex and can be much better. When generating reports, there are limited options to customize as per user requirement. It is in need of better customization so that these requirements can be satisfied. View full review »
reviewer1427520
IT-Consultant at a computer software company with 201-500 employees
Their customer service catalog (where a customer can order some products) could be improved. This product is not the best, but they are working on it. It needs to be more comfortable for the end-user. You need to be able to order some products. View full review »
Find out what your peers are saying about BMC, ServiceNow, Atlassian and others in IT Service Management (ITSM). Updated: February 2021.
465,623 professionals have used our research since 2012.