BMC Helix ITSM Review - IA
October 17, 2024

BMC Helix ITSM Review - IA

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

Overall Satisfaction with BMC Helix ITSM

We use BMC Helix ITSM to support our service management workflows within our demo environment to support incident management, problem management, and change management use cases. It addresses the ability to show and deliver a demo system for "what good looks like" for service management. It also allows us to build complex approval workflows.

Pros

  • It allows multiple levels of approvals for request management workflows
  • It helps us to understand change impact analysis for change management workflows
  • It connects well with other BMC tools

Cons

  • It could do better integrating with products outside of the BMC Helix ITSM toolset
  • It could have better end user functionality for its service portal
  • Better MTTR
  • Less failed changes
Usability is great

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?

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

Change Management workflows

BMC Helix ITSM Feature Ratings

Incident and problem management
6.4
Organize and prioritize service tickets
7
Expert directory
6
Service restoration
5
Self-service tools
5
Subscription-based notifications
8
ITSM collaboration and documentation
6
ITSM reports and dashboards
8
ITSM asset management
5.3
Configuration mangement
7
Asset management dashboard
5
Policy and contract enforcement
4
Change management
8.7
Change requests repository
9
Change calendar
9
Service-level management
8

Comments

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