BMC Helix ITSM Room for Improvement

RajkumarK - PeerSpot reviewer
Senior Production Analyst at Victoria's Secret

Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable.

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David Davis - PeerSpot reviewer
Systems Engineer at Frontier Communications

BMC Helix ITSM should have an easy-to-use user interface. The solution should also have a more contemporary look.

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Yousef Bayari - PeerSpot reviewer
ITSM Consultant at Smart IT Service

BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services.

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Buyer's Guide
BMC Helix ITSM
March 2024
Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.
TB
Senior Manager: IT Operations | Information Technology Shared Services at a manufacturing company with 1,001-5,000 employees

Our middleman provider limits the available functionality so we cannot even do our own analytics. It is important to check your products and services. We used to be able to draw data, export, and do our own analytics. Now, we have to rely on our provider and that is not a good relationship.

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Andrii Dobrovolskyi - PeerSpot reviewer
Chief Technology Officer at Dominos Pizza

The product's customization capabilities, price, and technical support are areas of concern where improvements are needed.

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MOHSIN SHAWL - PeerSpot reviewer
Configuration Management at a agriculture with 10,001+ employees

The dashboard can be better. 

The remote reporting can be improved.

I'd say that the tool itself can be lighter in weight. It's too heavy.

Technical support is not very fast.

For the discovery, which is top to bottom, I would have an option for scanning sideways.

The functionality could be better.

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Navneet Gupta - PeerSpot reviewer
IT Manager at a manufacturing company with 10,001+ employees

There's some confusion with the BMC roadmap. The BMC Remedy Mid Tier architecture didn't have a good-looking frontend, but you could build any functionality, so it had a lot of flexibility. The frontend of BMC Smart IT is relatively limited in its ability to change, hide, and show fields and those kinds of things that pop up.

With Helix, they're trying to build things and add a little more capabilities, but they still have a  long way to go. It's not a complete solution. For example, they are phasing out Smart Reporting because it doesn't fit well in an ITSM solution.

It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics.

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JonathanShilling - PeerSpot reviewer
System Analyst II at a energy/utilities company with 1,001-5,000 employees

The dashboard and search features could both be improved. You can't edit a ticket via the console which is frustrating. It requires opening the default view that takes you to an older version of Remedy. There are other small drawbacks although there could be a couple of things that need to be improved on our end. CMDB is not up to par yet and requires some work. 

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YH
Design Management Engineer - E&M at MTR Corporation Limited

We've had some small problems using the solution. It doesn't work perfectly.

There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view. When compared to ServiceNow, it is lacking.

Also, there are so many restrictions when I am using the reporting. For example, there's a limitation on the number of records that can be returned. Maybe it is a performance issue? Therefore, the reporting aspect definitely is one of the things that need to improve for BMC Helix.

One of the things it can improve is the mobile app for support. When we submit a ticket on the incident and assign it to someone, we must use the computer instead of the mobile app. We'd like it to be mobile based as well.

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MakhosonkeMatshoba - PeerSpot reviewer
ESM Specialist at LetsCloudIT

The notifications that the solution is providing are very helpful, they should keep improving them for the future.

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BrunoPires - PeerSpot reviewer
Archietect and delivery manager at Axians

In the back office, for the expertise technicians, it's more complex to manage the layout. The back office for the expertise needs work. It's too specialized for technicians. Sorry, they need to simplify this background and back office more. For this level of support, it's very complex, and for the customers, it's an issue. The biggest issue for our customers is the back office for the specializations through the second and third lines of support.

The management of the solution, the maintenance of the solution is based on this back office, so it's very complex for the teams to manage the solution.

It's very difficult to implement.

Support could be better.

I'd like to see the globalization of the solution. The solution has varied models needed to make a simple implementation. BMC needs to look to a centralized solution, an all-in-one solution. To implement ITSM, I need to have a model for change management, I need to have a model for orchestration, I need to have a model for workflow design, and all suites of BMC have this problem. With ServiceNow, all are included in the ITSM solution. For example, however, for BMC, we need varied models to implement. 

The customers also need to maintain the solution after the implementation. It is very difficult for them to give that support.

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Shrikant Pillay - PeerSpot reviewer
Service Management Consultant at Tata Consultancy

It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues. They like the products a lot, but when it comes to the costing part of it, sometimes they say it's not in their budget.

They go and they compromise, instead of compromising on the budget front. Sometimes they go with an open source or a cheaper tool. They have scalability issues, and they don't get quality support.

Sometimes on the pricing front, we lose some deals, particularly in the emerging market.

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AH
BMC Remedy Developer at a energy/utilities company with 10,001+ employees

When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed.

BMC solutions are now multiple solutions, they are not one comprehensive solution. It would be beneficial if there was one installation that could be done for all the solutions together. It would make it a lot easier to upgrade.

They should improve the reporting and dashboard. However, we have seen the smart report and dashboard, it was very good and I know they have enhanced it with Grafana. They are using Grafana with the latest version, but we did not try it yet.

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FG
Project Manager at Vyom Labs

It would be great if BMC could integrate some new solution — something like DevOps — and improve the smart reporting features. Plus, I would like to see the BMC add advanced DWP features and customization to the standard package.  Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself.

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JC
Senior Software Engineer at a manufacturing company with 10,001+ employees

The interface is somewhat dated as compared to technologies in use today. They have made steps towards addressing that, but they are still limited in being able to allow the customer to truly extend the UI. In the next releases, they should continue the work with the updated interfaces and extend the toolset so the customer can make more flexible changes to the UI (within reason).  

Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent.

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it_user790956 - PeerSpot reviewer
BMC Remedy ITSM Admin/Developer at a retailer with 10,001+ employees

If BMC can add and extend the Release Management with ease, it would be great. Also, make customizable/configurable article templates in the Knowledge Management. 

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SV
Service Assurance Manager at a comms service provider with 5,001-10,000 employees

There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency. That is why we have come up with other products that have a similar use case. BMC needs to come up with a plug-and-play system that requires a minimal partition, it would be highly beneficial.

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it_user411195 - PeerSpot reviewer
Applications Support (Contract) at a comms service provider with 1,001-5,000 employees

There are two areas where I think improvements could be made; web support of custom applications and upgrades. BMC provides a couple of modern web interfaces with SmartIT and MyIT, but these are limited to fronting their own (ITSM) applications. Having a modern web layer for custom applications running on the ARS platform would help a lot (indeed there are several very large technology companies who do this for themselves, but having a BMC solution would simplify the DevOps process and associated infrastructure). Upgrading to a new ARS version in a complex environment remains a challenge. It's not that any one part is hard (and BMC has the ability to offer a zero-down-time option), but it's often a manual, long, and time-consuming process. Managing multiple tasks and handling them as part of the installation would simplify things).

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it_user396567 - PeerSpot reviewer
BMC Remedy/ITSM Administrator and Consultant at a tech services company with 10,001+ employees

The two main areas for improvement are the User Interface and ad-hoc reporting. The User Interface still has the appearance of being clunky and not user friendly. This has changed with the release of Remedy/ITSM V9 and related products such as SmartIT and MyIT. Reporting has always been an issue with the Remedy/ITSM paradigm. It is not user friendly, too limited and clearly not intended for the End User. With Remedy/ITSM V9 comes the SmartReporting module. I look forward to using this in the future.

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TM
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.

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it_user865437 - PeerSpot reviewer
Consultant / Project Manager at a tech consulting company with 5,001-10,000 employees

BMC Remedy has more features now than I know about and have used, so it would be presumptuous for me to try to suggest improvements for a future release.

What I do find is that, 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.

However, 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. I wish them well but I don't see how they're going to keep going, long-term, without a total rewrite and coming out with a new system.

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AV
Information Systems Computer System Controller at a insurance company with 11-50 employees

Working with numerous processes can be complex, and the processes are not always transparent in the solution. At times, users may not be aware of the meaning behind various processes when receiving certain information. The most frequently requested change for the solution is integrating the latest technology to facilitate interactive resolution.

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SK
Solutions Architect at Bytes Systems Integration

BMC Helix ITSM should improve its price.

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SA
Principal Architect at a tech vendor with 5,001-10,000 employees

We used to use it and we don't want to use it anymore. We're actually now replacing it.

The interface isn't that great. Also, it just doesn't integrate with as many systems as ServiceNow.

The initial setup is complex. 

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HL
Response for services and allocation at Quait Consulting

Some parts of the solution are using the old interface — the contracts and contract management part of the solution. It needs to mature a little further in order to become more user-friendly. BMC has been a leader for several years now. In fact, it's a leader in the Gartner Magic Quadrant, along with ServiceNow. I believe BMC is actually on par with ServiceNow in terms of critical capabilities. For this reason, I don't see many areas for improvement.

BMC not only has ITSM solutions, but it also has solutions for asset management — they are really powerful. Discovery, for instance, is a very good solution. It complements ITSM because it's autodiscovery. It's very powerful in terms of discovering all assets connected to the network and the cloud. This capability not only shows all of your infrastructures and relationships in mass, but the connection with CMDB is very strong. It takes all of the information that has already been discovered and transfers it to CMDB. From an ITSM perspective, you can manage your CMDB and the construction of different services more efficiently because all of the information is updated and the relationships between assets are clear. 

When you have to use ITSM processes, you can assign incidents, requests, or changes for the right assets. For instance, in the case of a change in management, you can perform a very efficient impact analysis. This is another reason why Discovery is a very good complement to the ITSM solution. Of course, I am mentioning this as a complement to the ITSM environment, but all the solutions are related and work together very efficiently.

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PK
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.

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it_user375360 - PeerSpot reviewer
BMC ITSM Remedy Administrator / Developer / Architect with 1,001-5,000 employees

In 8.1.02 the Atrium core in the Midtier should be improved. It is using flex technology which is not so reliable. I think in v9 it was changed the technology.

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AdnanNaseem - PeerSpot reviewer
Senior Database Administrator at a computer software company with 201-500 employees

The documentation could improve in BMC Helix ITSM.

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BR
Lead, Tools implementation & Project Management at a financial services firm with 501-1,000 employees

Functionality-wise, it falls short of our expectations. This could be the way we have it deployed. Perhaps, the functionalities have not been enabled 100% in our organization. There could be some additional features that our enterprise is not aware of, yet is available.

There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features. For example, it would be helpful if we had more formatting options.

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SK
IT Software Engineer at a manufacturing company with 10,001+ employees

The interface is one major complaint about this product. With the recent introduction of Digital Workplace and SmartIT products. I think BMC is finally going in the right direction on that front.

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JS
Practice Director, Global Infrastructure Services at a computer software company with 10,001+ employees

Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools.

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it_user400080 - PeerSpot reviewer
Sr. BMC Remedy Lead Developer (PM) at a transportation company

It has improved the life cycle of the development making it a lot shorter to go from the concept phase (requirements gathering) to the deployment portion.

We also have been able to provide a lot more applications to the businesses within to service them better. Improve their processes by automating a lot of their sticky notes and spreadsheets and other paper trails that they were using prior to the application being created.

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AA
Technical Program Manager / Site Lead at a computer software company with 51-200 employees

The reports need improvement, it is not a good functioning tool. No one in my organization seems to be able to use the reports properly. I think it is a dysfunction in the product because there has to be a more simplistic form for building those reports to allow the extrapolation of information for trend analysis and other operations. You want to be able to pull information from a variety of sources to see how you are providing support to the customer, this is what your performance base is. This is why those reports are a significant piece of the equation. You need to be able to produce those right now. People would rather create spreadsheets on their own and just thumb through all kinds of time-consuming tasks, why not use the actual databases that are there to produce that information.  

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it_user1411707 - PeerSpot reviewer
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.

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HW
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.

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it_user383814 - PeerSpot reviewer
Remedy Consultant at a tech consulting company with 51-200 employees

I can’t quite think of any areas that may require improvement – web services maybe as until v8 there was one small limitation which I think has been removed with the v9. It was possible to circumvent the limitation in previous versions by rewriting the WSDL.

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JC
Principal Consultant at a computer software company with 501-1,000 employees

The traditional UI of Remedy is somewhat of a weak point from the end user perspective. Also, from a developer perspective, a lack of version of management support unlike traditional programming languages such as Java/C# etc where you can easily create code lines, create branches/merge branches, create automated drops of code etc. One can't do this in Remedy in that manner. In general, Remedy doesn't support very aggressive Agile development and is more conducive to a waterfall kind of SDLC. Also, the debugging of defects or performance issues in Remedy is not well assisted by the Remedy Developer Studio.

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WS
Managing Director at Will Consulting

One of the issues with the solution is the requirement to provide a lot of information in order to log a request. I'm not talking about end users, technicians or engineers need to provide too much information to initiate a work order or an incident. It doesn't flow; access should require minimal effort. They should consider using ITIL principles and not just IT. 

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it_user383814 - PeerSpot reviewer
Remedy Consultant at a tech consulting company with 51-200 employees

As a developer and a architect, there is very little I might feel a need for to do what I need to do for 99% of the cases. I may wish however for this product to mature a little more on the web front-end which I believe it has on version 9 which I am yet to be exposed to. Also, I would wish for it to remove a limitation I came across with in the past (2 versions ago) on web services on some constructs that the Remedy Web service engine does not handle all too well without modifying the WSDL itself.

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it_user374109 - PeerSpot reviewer
ITSM Admin & Consultant at a tech services company with 10,001+ employees

The SRM module is still pretty complex, this needs some improvement in AIF creation and configuration. Process designer needs some good video demos and documentation.

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MD
Executive Consultants Team Lead at a tech services company with 11-50 employees

I have customers that always would like to adapt and personalize BMC Helix ITSM more.

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it_user790863 - PeerSpot reviewer
Senior Developer Technical Lead at a tech vendor with 1,001-5,000 employees

The Approval Central system needs to be refreshed. 

It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems.

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it_user790842 - PeerSpot reviewer
Service Management Senior Systems Analyst at a financial services firm with 1,001-5,000 employees

Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this. 

I would also love to see consistency across all consoles.

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it_user394272 - PeerSpot reviewer
BMC ITSM/Remedy Support Team Leader with 1,001-5,000 employees

There is a lack of features to help the support team in supporting this application. Anything that help to understand the workflow would be very appreciated. Having a "big picture" of a solution is a great way to solve any issue. Something that allows the "navigation" in the workflow (step-by-step), would be fantastic.

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it_user389889 - PeerSpot reviewer
Senior Consultant at a tech services company with 51-200 employees

Did come across few hiccups around some product documentation not available or not very useful or not enough support available or may be a utility not working as desired, however, these were not show stoppers and we managed to work our way around these. I will recommend good fall back in terms of very well documented products and utilities, and strong technical support.

At times, some consoles, forms are loaded with too much information and for the user it can get confusing, suggest take "Less is more" approach and make them intuitive and easy to use.

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it_user214275 - PeerSpot reviewer
Server Support Analyst at a government with 51-200 employees

Making it easier to use is very important, and the searching of tickets should be an easy procedure instead of being complex.

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AG
CTO y Socio at a tech services company with 5,001-10,000 employees

Helix is not quite as mature as ServiceNow, which is a complete product. All of its technology is current. Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases.

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PB
Head of Customer Operations at a comms service provider with 201-500 employees

Certain features can be improved. We find ourselves having to make a lot of customizations to make things work for us.

They should add some of the bolt-ons into the initial setup, such as chat.

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it_user790713 - PeerSpot reviewer
Remedy Developer at a tech vendor with 1,001-5,000 employees

SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT. We would love to see this feature in the near future.

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it_user382308 - PeerSpot reviewer
Senior Systems Engineer at a tech services company with 10,001+ employees

Upgrading to a higher version should be easier. Also, performance is the factor which needs a lot of improvements. Apart from that all modules need small small enhancements which I believe would have been taken care in higher version as I never used a higher version.

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NS
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.

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it_user627003 - PeerSpot reviewer
Senior Technical Lead at a comms service provider with 1,001-5,000 employees
it_user351420 - PeerSpot reviewer
Remedy Consultant at a tech services company with 501-1,000 employees

Many things still need improvement, and they are mostly related to the customization aspects of the tool.

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it_user790794 - PeerSpot reviewer
Sr. Programmer/Analyst at a government with 10,001+ employees

Adding additional fields does not work very well. We needed assistance from our vendor support team.

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it_user389052 - PeerSpot reviewer
Senior ITSM Consultant at Sierra-Cedar

As of now, the new release of version 9 is in place which is resolving the issues reported related to Reporting, Change Management, Approval Console, Dashboards.

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it_user790833 - PeerSpot reviewer
Information Security Specialist at a financial services firm with 501-1,000 employees

Most On Demand customers can tell you the daily struggles. There are some bugs which magically fix themselves. 

We also have experienced outages, because some other customers did something on the same cluster that we share.  

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it_user1162056 - PeerSpot reviewer
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.

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it_user791670 - PeerSpot reviewer
IT Service Management Team Leader at mStart

The amount of software issues are still too big, even considering the complexity of the tool. Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years.

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it_user792396 - PeerSpot reviewer
SR. ITSM/BSM Consultant (Remedy) at a consultancy with 11-50 employees

Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it.

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it_user364209 - PeerSpot reviewer
Sr. BMC Remedy ITSM Consultant at a tech services company with 501-1,000 employees

It could be improved in the areas of cloud management, documentation, and training.

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it_user790758 - PeerSpot reviewer
Programmer/Analyst at a insurance company with 1,001-5,000 employees

We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved.  During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time.

We understand this occurred mainly because the Dev team rewrote the entire code from scratch to remove the spaghetti code.  However, in doing so, they really broke quite a few things which left not only us, but numerous companies, in dire straights for quite some time.

I highly recommend that more QA be done on a product like this, especially after a complete rewrite, to make sure things are working properly. I can't imagine what it was like in version 9.0.

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it_user358272 - PeerSpot reviewer
Network Field Operations at a tech services company with 1,001-5,000 employees

It doesn't allow a person logging a call to assign the ticket to a specific department, but only to update it.

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it_user394497 - PeerSpot reviewer
Senior (Technical) Business Analyst at a financial services firm with 1,001-5,000 employees

Desktop client should be an option for heavy users.

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it_user388002 - PeerSpot reviewer
Senior BMC Remedy Consultant at a tech services company with 501-1,000 employees

It needs to be web based. The product also needs a client native (non web) version re-introduced.

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it_user393657 - PeerSpot reviewer
BMC Remedy Consultant at a tech services company with 10,001+ employees

On the Administration activity to be more user friendly in terms of capturing logs also more features to be included in development activity.

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it_user792399 - PeerSpot reviewer
BMC Remedy Technical Specialist at a tech services company with 201-500 employees
  • Easier upgrade path
  • Easy to customize
  • Avoid all browser cache issues
  • Less infrastructure requirements
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it_user791214 - PeerSpot reviewer
ICT Specialist with 10,001+ employees

Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another.

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it_user413265 - PeerSpot reviewer
ITSM Configuration Manager with 51-200 employees

Each of the modules in this version have room of improvement. We also have to perform customizations based on our company environment and business needs but it would be nice if these were available by default.

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it_user410547 - PeerSpot reviewer
Desktop Support at a tech services company with 1,001-5,000 employees

While Remedy is an excellent ticketing system, the knowledge base module needs to be optimized for MITS companies to organize documentation for multiple client organizations.

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it_user371460 - PeerSpot reviewer
Support Engineer at a tech services company with 51-200 employees

I believe the software can be a little bit more user friendly. It can be a bit busy when using the resources provided.

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it_user379617 - PeerSpot reviewer
SAP GTS Functional Consultant at a tech services company with 10,001+ employees

There are certain functions, such as status, which changes based on the email and last action taken by individual. Anyone can easily manipulate this functionality.

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ShashiGupta - PeerSpot reviewer
Soo at a manufacturing company with 10,001+ employees

The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility. 

It also needs improvement in product categorization and information organization based on feedback and surveys. Currently, there are limitations in terms of user-friendliness and customization options. For instance, the inability to adjust certain categories or banners hampers usability, especially compared to other platforms like AngularJS or NodeJS. 

The tool needs improvement in monitoring. Every asset has a plethora of monitoring tools available in the market. Requirements may vary from customer to customer, but from what I've observed in large-scale industries, it falls short.

From my experience, it typically takes around six to seven months for BMC Helix ITSM to go through the discovery phase, provide releases, test them repeatedly, and so on. Over the past four or five years, I've raised various cases with different companies, and it consistently took a minimum of three to six months to resolve them. Sometimes, I had to close the cases because I had to move to a newer version to overcome those bugs. Apart from that, it's been quite challenging when it comes to performance because we haven't received that level of support. So, there's a need for improvement or better resources to be allocated at the initial stage. I wouldn't say that we don't receive support, but if the right resources are aligned at the right time, it would make things easier for the end customer.

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Buyer's Guide
BMC Helix ITSM
March 2024
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