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BMC Helix ITSM review
KuldeepNayak
Senior Application Developer BMC at Balfour Beatty
Self-service portal significantly reduces resolution time and transforms service...
We initially had a lot of tickets generated via the service desk through calls and emails. Now, we have almost moved out of email creations by introducing the DWP features on the Studio pages, with about 90% of the tickets coming in via our self-service portal. Recent upgrades offer different types of views for particular business lines,...
BMC Helix ITSM review
Fairoz Gadad
Project Manager at a computer software company with 1,001-5,000 employees
Development team is quick to address bugs or shortcomings in their product
BMC's technical support team needs to improve. Right now, the problem over here is we are not getting the exact answers on time. Their engineers are mainly based in the US or Israel, and we get comprehensive dedicated support. Some of the Indian customer service representatives are also outstanding. Unfortunately, in the past six months or...
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