BMC Helix ITSM Valuable Features

Consultant / Project Manager at a tech consulting company with 5,001-10,000 employees
It was a full-featured product. Based on my experience where I was responsible for Remedy, and for a later project where I worked on a very sophisticated implementation of BMC Remedy, it is full-featured and could do almost anything that you can think of in the ITIL portfolio. View full review »
IT Consultant at a retailer with 10,001+ employees
The most valuable feature is the linking of parent and child tickets. When there are major issues, through the help desk, multiple tickets are raised for the same issue. This allows us to segregate it by parent or child tickets and link the child tickets to the parent. It's easy to calculate the SLA as it provides the timing as to when the ticket was raised, and the clock automatically stops when the ticket is on pending status. Thus, at the time of resolution, it provides the SLA, whether the ticket met the SLA or not. View full review »
Information Security Specialist at a financial services firm with 501-1,000 employees
Incident Management is easily the most commonly used module that we have. It is helpful knowing the ins and outs of ITIL. Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues. View full review »
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