Review BMC Helix ITSM SaaS
October 16, 2024

Review BMC Helix ITSM SaaS

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

Overall Satisfaction with BMC Helix ITSM

The BMC Helix ITSM is to use for all ITIL Processes

Pros

  • Service Portal
  • Incident Mangement
  • CI Discovery

Cons

  • AI Generation
  • Kanban
  • Improved operational effort reduction for support teams and also brought a better user/customer experience with the service process.
The call handling part in Ticket Console is still not very intuitive, and we often need to provide training on the correct use of the tool.

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

In general, it meets ITIL processes very well, but it is still not very good in the development process.

BMC Helix ITSM Feature Ratings

Incident and problem management
9.1
Organize and prioritize service tickets
9
Expert directory
9
Service restoration
9
Self-service tools
9
Subscription-based notifications
9
ITSM collaboration and documentation
9
ITSM reports and dashboards
10
ITSM asset management
8.5
Configuration mangement
8
Asset management dashboard
9
Change management
9.0
Change requests repository
8
Change calendar
10

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