Helix leads the way.
August 13, 2024

Helix leads the way.

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Helix ITSM

Currently, Helix ITSM supports all aspects of our business, but the biggest benefit is the huge amount of customization available, which allows us to tailor processes, data, etc., to customer demands in very short time scales. This has led to reductions in contract start-up times and improvements in reporting, first-time fixes, etc.

Pros

  • Incident management.
  • Asset management.
  • Change management.
  • Release management.
  • User engagement.
  • Customization

Cons

  • Better integration of products into single screen.
  • Ability to add/remove functions remotely.
  • Native mobile apps.
  • Customer satisfaction improved.
  • Improved process management.
  • Improved service desk efficiency.
Smart IT has been a fantastic tool that streamlines service desk use, and feedback has been very positive. The tool's look and feel are well thought out and greatly differ from the old mid-tier views. Relationships and other information are easy to find and navigate.

Do you think BMC Helix ITSM delivers good value for the price?

Yes

Are you happy with BMC Helix ITSM's feature set?

Yes

Did BMC Helix ITSM live up to sales and marketing promises?

Yes

Did implementation of BMC Helix ITSM go as expected?

Yes

Would you buy BMC Helix ITSM again?

Yes

For IT Service solutions that follow an ITIL process, Helix is perfect. The current version does not cater to a Service Provider management concept without customization. Still, as this is incredibly intuitive (providing access to the necessary skills), it can be easily overcome with enough planning. Ensuring the latest version is installed gives access to some excellent new tools, especially GPT-based systems.

BMC Helix ITSM Feature Ratings

Incident and problem management
9.1
Organize and prioritize service tickets
10
Expert directory
9
Service restoration
10
Self-service tools
10
Subscription-based notifications
9
ITSM collaboration and documentation
6
ITSM reports and dashboards
10
ITSM asset management
9.7
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
9
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

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