BMC Helix ITSM Reviews

“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.