What advice do you have for others considering BMC Helix ITSM?


If you were talking to someone whose organization is considering BMC Helix ITSM, what would you say?

How would you rate it and why? Any other tips or advice?

ITCS user
77 Answers

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Top 20Real User

Overall, on a scale from one to ten, I would give BMC Helix ITSM a rating of eight.

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Top 10Real User

I would advise others to consider other options before choosing this solution such as ServiceNow. I rate BMC Helix ITSM a four out of ten.

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Top 5Real User

I would recommend this solution because it includes all the best practices of ITIL and ITSM used across the industry. It is a good product. I would rate BMC Helix ITSM an eight out of ten.

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Top 20Consultant

I would absolutely recommend BMC Helix ITSM. There are two solutions to look out for: BMC and ServiceNow. I think both solutions are great solutions but I can't say which one is better. For a smaller company, a solution like JIRA Help Desk may be better. BCM can be quite complex as there are many modules that are not easy to handle. Overall, on a scale from one to ten, I would give this solution a rating of seven. If they improved the workflow and processes, simplified the initial setup, improved the UI, and the digital workplace catalog for the end-users, then I would give this solution a rating of 10.

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Top 10Reseller

I would advise others to prepare and plan a lot before using the product. Define the exact workflows, themes, and end-user experience because the users sometimes don't use self-service. Customize it as little as possible. I would rate BMC Helix ITSM an eight out of ten.

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Top 10Real User

I recommend this solution and I would rate it an eight out of ten.

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Top 5Consultant

BMC Helix is a marketing term. The name changed from BMC Remedy ITSM to BMC Helix a few years ago. It's also linked to BMC's CMDB, where they have an image of all of the assets in the company. In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything. It might take some time and it may have some consequences later on when you are upgrading and you want to install a newer version, especially when you are on-premises. Other solutions may have a better BEB Cloud interface or better sales organization, but BMC is a trustworthy company and they keep their promises. Some other competitors make promises but don't always honor them. My advice to others would be the following: * Get a support contract directly with BMC. * Pick your BMC partner or reseller. * Get in-house resources and knowledge, and train your employees, or employ someone with the BMC Remedy skills. * Get external contractors to top it up with contractors and consultants from the partner. * Set up a good project team that communicates with BMC contract partners, your employees, and the contractor. I would rate this solution a ten out of ten.

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