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?
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
We all know it's really hard to get good pricing and cost information.
Please share what you can so you can help your peers.
Let the community know what you think. Share your opinions now!