Ticket, incident and change managment
October 16, 2024

Ticket, incident and change managment

Niall Kearney | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Helix ITSM

We use BMC Helix ITSM for
Customer facing ticketing system to log issues, track the resolution and keep the customer informed at each step.
Approval tracking for compliance and audit tracking.
Knowledge base to keep our technicians informed on current issues and niche problem solving that we require for multiple bespoke products used through out our company.

Pros

  • Change request approvals and tracking for audit trails
  • User requests via ticket/INC logging and problem tracking
  • Effective customer communication

Cons

  • Knowledge base editor
  • Setup of new CIs, need to use the old classic system
  • Filtering in Incident search, currently it comes back with that it thinks is the best but sorting by common things, like date would be very useful.
  • Allowed us to scale with the business demands, going from 500 ticket resolutions per week to 700 while not increasing staff count.
Ticketing and problem management is great, the search needs work. Search needs filtering or some kind and filtering is a basic tool for organizing returned results and getting the answers you need quickly.
I think the Knowledge editor need work, it's clunky and hard to use. It need to be reactive and allow editing that is considered basic in other tools, like pasting images or pasting text and keeping the format.

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

Not sure

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

Yes

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

I wasn't involved with the selection/purchase process

Did implementation of BMC Helix ITSM go as expected?

I wasn't involved with the implementation phase

Would you buy BMC Helix ITSM again?

Yes

Well Suited:
Capturing user needs with the incident management system, tracking those needs and requests and helping us communicate effectively with the customer.

Less appropiate
Knowledge storage, it feels like this was an after thought when using BMC Helix ITSM, the editor is old and searching doesn't allow filtering. Adding something simple like date filtering would be ideal.

BMC Helix ITSM Feature Ratings

Incident and problem management
6.3
Organize and prioritize service tickets
9
Self-service tools
7
ITSM reports and dashboards
3
ITSM asset management
5.0
Configuration mangement
5
Change management
5.3
Change requests repository
5
Change calendar
3
Service-level management
8

Comments

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