BMC Helix ITSM Valuable Features

Mogle
Senior BMC Remedy Consultant at Mogle & Partners Limited
The most valuable feature is knowledge management. View full review »
reviewer979188
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 »
reviewer1290114
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 »
Find out what your peers are saying about BMC, ServiceNow, Atlassian and others in IT Service Management (ITSM). Updated: August 2020.
438,944 professionals have used our research since 2012.