BMC Helix ITSM Reviews

“Exhaustive ITIL coverage

Pros

It handles a wide range of ITIL processes really well and the integration with other products is another big advantage. It's also a very stable and solid platform overall.

Cons

Custom developments built on top of the product sometimes affect how easy it is to maintain.

“Ticketing queue made simple

Pros

This tool made handling the day-to-day ticket queue very convenient and we can prioritize our high-importance cases much easily now. It also makes it easy to follow updates and logs clearly and pull data reports.

Cons

There's still room for improvement on the automation side i feel especially compared with SNOW. Sending updates and adding information into the system still involves a bit too much manual work.

“Feature-packed and good reporting tool

Pros

The auto-refresh feature is really helpful for viewing updates on its own whenever new tickets come in. The reporting tools are also very useful .. we can generate reports to track and manage tickets by team that makes project management much more effective.

Cons

UI could be more appealing and it would be even better if there were more customization options so different teams can manage the LOVs based on their needs.

“dependable enterprise support

Pros

BMC Helix works well as a great alternative for handling service requests, incidents and for trouble tickets. I understandd its a major brand in the telecommunications OSS space but it IS expensive. That said I feel it also delivers solid support for enterprise-level needs.

Cons

The front-end development side is not the strongest. It is also quite difficult to build RPA automations around it. Alsoo, floating licenses can be frustrating at times, more when they temporarily block access after logging in from different IP addresses.

“Good ITSM with tricky upgrades

Pros

This platform does include mobile capabilities. In thatt, it has built-in mobile solutions for any HTML5 device and there are also apps available through Google Play and Apple App stores that you can connect to any instance. The system itself is something.. I mean if your organization does not have mature processes or strong IT management, it can quickly turn into your worst nightmare.

Cons

Where this product really becomes frustrating is with upgrades and installations. You cannot simply download a package and run a setup wizard. Instead, there are what feels like 50 separate installs to complete, with checksum steps in between and everything has to be done in a very specific sequence. BMC Software does not make this clear or customer-friendly either because each tool seems to have its own separate documentation site, leaving you to figure out what has to be installed before or after something else. Honestly it can feel like they make the process harder than it needs to be because they would rather push customers toward their SaaS subscriptions. Additionally, this software seems to ignore its on-prem customers even though those customers helped build the company into what it is. New releases appear to focus on SaaS first, while on-prem users are left without the same level of attention.

“A good fit for small teams

Pros

Setup was easy and so is maintaining it.. it doesn't take much effort .

Cons

Compared with some other options, it doesn't feel as suitable if you want to apply it to a wide range of use cases.

“Built-in scheduled reports shine

Pros

I can generate customer-scheduled reports directly inside the software and it is a big plus for my team. This works because it doesn't rely on integrations with outside third-party tools.

Cons

It was tough to roll out configuration and asset management across a very large, existing nationwide network. The discovery tools also felt limited because they mostly required defining the network manually in Remedy rather than performing true full discovery.

“amazed with ITSM foundation

Pros

The platform is quick, aligns well with ITSM standards and offers fairly strong integration possibilities.

Cons

Hard to know where to start. The database structure is a nightmare when it comes to maintenance, report building or even understanding how the system works internally. The reporting software is missing some very basic capabilities. Upgrading a production system turns into a 14-day nightmare. Even simple things, like creating user-level reports showing who did what and when, are impossible. There's also almost no flexibility for adjustments and although the interface was updated from versions 7.5 and 8.1 through 9.1, it still feels substandard compared with cloud-based solutions.

“Smooth itil and sla tracking

Pros

A really reliable incident management tool that does a good job supporting ITIL processes and procedures. It's also very useful for keeping track of SLAs and staying on top of service targets.

Cons

It can feel a bit confusing when you first start using it so some training is definitely helpful before getting into the program. Also, it's internet-based only, you can only access it when you have a connection!!

“Smart client issue tracking

Pros

It actually keeps track of client-reported issues really well and follows up on them too. It also helps us see how often the same customer has run into the same problem that is very useful for spotting repeated incidents.

Cons

In the version we use, templates become duplicated based on the number of groups assigned to us and that creates the biggest headache when working with them.

“Effective tool but sluggish

Pros

This tool does one thing really great.. scale almost without limits. It handles growth effectively and also makes it possible to send external emails to other services.

Cons

Working is sometimes painfully slow so it takes a lot of patience to get things done. It's also not very forgiving when mistakes happen that can make the experience frustrating.

“Good scalability, too many pop-ups

Pros

The application offers impressive scalability along with a wide range of available options.

Cons

Too many screens and pop-ups to click through before I could actually start using the application or enter comments or remarks.

“Amazing ticketing customization

Pros

Back when we first started using ticketing tools, this was one of the early systems available and it offered plenty of fields to customize things the way we needed.

Cons

It feels dated and fairly static now, without much dynamism or flexibility compared to newer options.

“Versatile service desk hub

Pros

I can handle differentt kinds of service desk requests on this one platform and its really convenient... keeps everything centralized.

Cons

Searching gets frustrating since it often requires entering the exact ticket number instead of allowing more flexible lookups.

“Organized ticket tracking !

Pros

One thing I appreciate is how this tool lets me organize tickets in a clear, orderly way. It also makes it really convenient to search through older tickets and find related ones when I need to look back at past issues.

Cons

I didnt come across anything bad yet!

“impressive SLA tracking

Pros

In my experience, creating, updating and resolving tickets was a simple process and the SLA calculation also works really well. The workflow is well structured and it's helpful that incidents can be linked directly to problems and change requests.

Cons

When you raise a ticket , it takes a bit of time because there are quite a few fields that need to be filled in.

“Multicloud automation done right

Pros

I had a positive experience with the multi-cloud features, cloud provider release capabilities and automated actions.

Cons

Up to this point, I haven't run into any issues

“Good features but web issues hurt execution

Pros

It covers a wide range of features and the integration with other systems really helps with sending the protocol and getting everything completed within the incident deadline.

Cons

I came across a lot of errors. Since it has to be used through the web, we run into scripting, execution and timeout problems quite often. These are serious issues that end up making the tool a poor mechanism for getting work done.

“Adaptive ticketing integrations

Pros

BMC allows you to connect with a wide range of other software through the webservice API and it has been really useful. We're able to open, update and close tickets without any trouble and that part works reliably.

Cons

It was a bit difficult to instal the software on a Windows Server. It seems like the setup process would probably be much simpler on a Linux OS.

“Linking for impact tracking made easy

Pros

Being able to connect change requests with incidents and tasks is really useful. It makes it much easier to quantify the overall impact.

Cons

Reporting is fairly challenging, at least in our organization. Pulling data out is also difficult and adding extra fields to support incident data analysis does not seem very accommodating.

“Brilliant ticket and SLA handling

Pros

This tool made handling service tickets easy. Managing SLAs and tracking incidents is simple and dealing with changes and incidents happens without much hassle.

Cons

The initial mapping process is a bit hectic and it can take quite a while when working with higher queues.

“Practical IT overview features but unstable

Pros

Everything related to the company's IT demands is in one place and it's a huge advantage for us. It gives us visibility into incidents that are coming up, upcoming requests and changes that are currently in progress.

Cons

The platform runs into constant issues. Problems show up in pretty much every area, from the browser interface to architectural faults, including bus errors, request failures and trouble retrieving information from the database.

“Secure ticket routing

Pros

This software lets us create tickets and route them to the right groups without any trouble. great feature!!

Cons

It becomes frustrating when the designer handling the setup doesn't really understand the process or fails to match the system to your needs.

“Easy ticket history access

Pros

Working in a large company, having an IT ticketing system is essential. It's useful that I can submit my own ticket whenever I run into an issue and I also have access to the history of the tickets I've created.

Cons

I still end up calling the helpdesk for guidance so I can complete the forms correctly. Since our software changes from time to time some of the options in this software ticketing no longer apply.