What do you like most about BMC Helix ITSM?
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It has the power to automatize several different tasks in the ITSM world.
The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer.
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.
It's a very integrated solution.
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.
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.
In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything.
This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets.
Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues.
We all know it's really hard to get good pricing and cost information.
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