BMC Helix ITSM Valuable Features
Technical Program Manager / Site Lead at a computer software company with 51-200 employees
The most valuable features I have found to be the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.View full review »
The most valuable feature is knowledge management.View full review »
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.View full review »
Helix ITSM has several great features. One of them is the chatbot — the artificial intelligence solution that BMC has. Secondly, Digital Workplace Advanced is important for the end-users — it provides great flexibility. Also, the end-users can manage all requirements and all of the information that they need related to IT services. The chatbots are also integrated with this. The workflow solution is another great feature for the end-users, as part of the engine. It has the power to automatize several different tasks in the ITSM world.
In fact, BMC had a business workflow — this is a solution that is out of the ITSM environment. This solution helps you solve business-related problems. You can automatize a lot of activities related to human resources, finances, production, and so on. It's very useful, it's another feature to emphasize. The presence of BMC in the market of ITSM has been around for more than 20 years. The maturity of ITSM processes has been very good. I think it's excellent. In fact, over the past several years, BMC has begun changing the idea of interfaces for end-users, users of ITSM, and IT people.
Nowadays, the interface is very modern, clear, and practical. It's very easy to use. The user interface is one of the best features. Also, it has a very advanced model of reporting. It's very powerful when it comes to managing metrics, in order to manage APIs. This process is constantly improving. In this arena, I think BMC has very good solutions.View full review »
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. You can also deploy it to a private cloud.
The Helix platform is not restricted to the ITSM. It has the capability to do the workflow management, the digital workplace, the discovery, and the monitoring.View full review »
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.View full review »
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 »
IT-Consultant at a computer software company with 201-500 employees
You can do some customizing if you want, which is great. It's a very integrated solution. You have incident management, change management, release management, and asset management — all of these things work very well together.View full review »
I like the digital workplace, it's an appealing feature for me.View full review »