BMC Helix ITSM pros and cons

Vendor: BMC

4.0 out of 5

76 reviews
87% willing to recommend

3,013 followers

Pros & Cons summary

BMC Helix ITSM offers customization and integration flexibility, making it suitable for diverse business requirements. Enhanced incident management and ITIL alignment improve user experiences. Automation and orchestration features streamline operations and boost efficiencies. Although customer satisfaction has risen, challenges such as license issues during upgrades and integration with tools like SharePoint and Jira persist. Scalability and stability concerns impact performance, necessitating improved infrastructure and automation for seamless workflows.

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Prominent pros & cons

PROS

BMC Helix ITSM provides extensive customization options that adapt to varied business needs, improving user experiences and operational efficiency.

With integral features such as service catalog and change management, BMC Helix ITSM streamlines IT processes and enhances incident resolution.

BMC Helix ITSM's mobile capabilities facilitate effective remote management and notification systems, ensuring timely updates and operations on-the-go.

Automation and orchestration features in BMC Helix ITSM drive efficient case resolution and minimize manual efforts in IT service management.

BMC Helix ITSM supports extensive integration with other tools, boosting functionality and enabling seamless data flow and operations.

CONS

BMC Helix ITSM has faced significant issues with stability and scalability, with integration challenges and infrastructure requirements causing disruptions. Users have reported encountering defects when exploring new features, and these issues have persisted over several years.

The complexity of the initial setup and the integration with other tools such as active directory and databases have been problematic, leading to a complicated deployment process. There is a need for more transparency and efficiency in the upgrade process and release management between environments.

Reporting capabilities in BMC Helix ITSM are seen as lacking. Limitations in report extraction, such as column and memory constraints, along with the need for more user-friendly reporting interfaces, have been highlighted. There is also a requirement for better automation and accurate reporting capabilities to minimize manual effort.

Customization and flexibility within BMC Helix ITSM are areas of concern, especially in terms of notifications and progressive view web page capabilities. Users have expressed a need for improved customization in areas such as incident management, problem management, and change management.

Support and price have been identified as areas needing improvement, particularly in emerging markets where budget constraints are prevalent. Users have also mentioned inadequate support and issues surrounding the technical assistance provided.

BMC Helix ITSM Pros review quotes

ShashiGupta

Soo at a manufacturing company with 10,001+ employees

Mar 16, 2024

If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions.