What needs improvement with BMC Helix ITSM?

Please share with the community what you think needs improvement with BMC Helix ITSM.

What are its weaknesses? What would you like to see changed in a future version?

33 Answers

author avatar

BMC Helis ITSM is a very good tool, can be customized, can be integrated with other tools but still has the scope of improvements from a UI/UX perspective. some of them are listed below:

1. Offline updates should be allowed in Smart IT, this will ease the life of field engineers, remote service desk engineers in case of any network, power failure as most of the staff are now working remotely.

2. Smart IT has limitations when it comes to workflow customizations in Remedy. It's difficult to use both Mid-Tier and Smart IT consoles together. It should be either one - Mid-tier is old and traditional but still holds together the Remedy tool from the support agent perspective. No doubt Smart IT is modern UI and much better look and feel but doesn't help a lot of things don't work.

3. Huge Gap between Digital Workplace - Basic and Advanced Version. Basic is free and very limited whereas Advanced is a paid option but full of capabilities and features. Most of the customers think of a budget and go with the Basic and get disappointed and regret using the Basic.

4. On-Premise still incurs a lot of cost on Hardware, implementation, and upgrades. BMC should quickly look for the Containerized On-Premise version as well.

author avatar
Top 5LeaderboardReal User

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.

author avatar

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.

Find out what your peers are saying about BMC, ServiceNow, Atlassian and others in Help Desk Software. Updated: August 2020.
439,184 professionals have used our research since 2012.