BMC Helix ITSM Reviews

We are not using this product. Rather, we are proposing it as a part of our solution because we have experience with the on-premise and the ROE (remedy on demand). We upgrade and do the installation for our customers.

What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure. You can also deploy it to a private cloud.

The Helix platform is not restricted to the ITSM. It has the capability to do the workflow management, the digital workplace, the discovery, and the monitoring. 

If you want to have to migrate from on-premises to Helix or from Helix to a ServiceNow, or from cloud to on-premises, it's easy but it requires additional tools. It should be included in the existing package, rather than clients having to go with a third-party tool. It could be offered to customers as a value on a separate line item.

There are some companies that provided a customized solution to identity what customization has been done, and to reduce the number of your upgrade cycle. If they had this type of solution included, it would be helpful.

In the next release, I would like to see AI used for classification or categorization.

I have been working with this solution since it's was launched, which has been a couple of years.

It's a stable solution.

It's easy to scale.

I belong to a larger enterprise. With this solution, you can go from smaller organizations to a large enterprise.

The technical support is good.

The initial setup is easy. Within a few hours, you are up and running.

It's straightforward to install and configure it.

Pricing on the licensing depends on how you want to position it. If you are looking for some kind of professional services form the OEM then you would have to purchase that.

When you evaluate other products they all have their pros and cons.

The cost differs, as well as some of the functionalities.

I recommend this solution and I would rate it an eight out of ten.

We use Remedy primarily for Change, Incident and Asset Management. We track all company assets.

It has centralized all work orders and help desk ticket tracking. It enables our entire IT department (approximately 300 people) to "speak the same language" when referring to work loads and projects.

• Smart IT is a great help to the help desk. It allows them to quickly add INC  tickets. 
• Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports.

Adding additional fields does not work very well. We needed assistance from our vendor support team.

BMC products have been built over the years to make them highly stable and scalable, inline with the ITIL best practice.

The best part about these products is that it can be easily twisted and tweaked without compromising any of the underlining fundamental components, adding immense value to customers, vendors and partners.

BMC Software provides ETL tools that support seamless integration and data load activities, reducing the timelines to deliver.

ETL tools have helped automating the foundation data, CI and SLM data load process significantly reducing daily manual task.

SRM helped fast track On-boarding of Employees and fulfilment of user request.
BMC Remedy on-demand framework is highly scalable to support on boarding of more than 400 Customers at a time.

BMC Remedy applications like IM, PM, CM, AM are extremely robust and are fundamental to provide support for IT infrastructure.

Did come across few hiccups around some product documentation not available or not very useful or not enough support available or may be a utility not working as desired, however, these were not show stoppers and we managed to work our way around these. I will recommend good fall back in terms of very well documented products and utilities, and strong technical support.

At times, some consoles, forms are loaded with too much information and for the user it can get confusing, suggest take "Less is more" approach and make them intuitive and easy to use.

I have been implementing, customizing and integrating BMC products for the past 10 years.

Deployment issues have been encountered like compatibility issues of ITSM and SLM. Similarly issues of installing Analytics with BO on Red hat Linux platform.

BMC products are quite stable.

BMC products are quite scalable.

Customer service and technical support is exceptionally good in some cases and will certainly need improvements in some areas of concern. For ex. When we were trying to resolve issues regarding installation of BO on Red Hat, support from third party Vendor was very poor, and Customer was really concerned about the progress of installation.

None other than BMC remedy.

Initial setup is quite straightforward. You follow all the steps recommended and voila, you system is ready for use.

We had an in-house team for implementation.

For any project to be successful, everything should be meticulously planned and executed. Communication and collaboration with all the stakeholders is essential. Requirements and scope should be well defined and documented. Solution design should be optimal. One needs a great team with appropriate skill set for implementation. Check points should be well defined and system should be thoroughly tested before handing it over to the Customer. Post deployment support and documentation are important for smooth transition.

We are mostly involved in service assurance for telecommunications; service assurance and network provisioning for telecommunications. We use BMC Helix ITSM in these areas.

Most of our use cases involving BMC Helix ITSM are for change management and trouble ticketing. If you look at telecommunications companies, everything revolves around incident problems and change.

The most valuable feature for our customers using BMC Helix ITSM is change management.

BMC Helix ITSM encourages the use of APIs as much as possible. They're looking to use machine learning in the future, and all the time moving towards a zero-touch type environment.

I have customers that always would like to adapt and personalize BMC Helix ITSM more.

I have been using BMC Helix ITSM since it came out. 

BMC Helix ITSM is stable.

Having the solution on the cloud brings increased scalability. The scalability of BMC Helix ITSM is good.

The deployment of BMC Helix ITSM is difficult. If you deploy it in a single-use enterprise it's probably fairly simple. A lot of the deployments of the solution we are doing are at a global level where there is a lot of consolidation. BMC Helix ITSM requires individuals that are doing the process to have a deep understanding of the solution.

A lot of people are moving from legacy on-premise systems to SaaS cloud versions. The most difficult element of doing this is data migration. This process could improve. There are good processes in place for migration, but it's having the level of understanding about what data do you need to migrate that can be difficult.

We use an Agile approach to the implementation of BMC Helix ITSM. We could have a delivery phase that requires six or seven people as part of the delivery in the Agile scrum-type approach. Your next iteration could be two or three people or more. Then you have your consultants on top of that and your architects. However, it is depending on what is required for that sprint. 

What we tend to do is use an initial waterfall approach to create the base, or the minimum viable solution, up and running. Then we move to an Agile sprint approach for iterations and for meeting customer requirements. We figure out what the business requirements are and what are the priorities, et cetera. There can be a lot of teams involved, such as testing and redelivery teams.

I would advise others before implementing this solution to be clear on what they are trying to achieve.

I rate BMC Helix ITSM a nine out of ten.

• ITSM features
• CR creation

It helped us to implement ITIL and MSTOP.

• Slow BI

I have used it for four years.

We have not encountered any deployment issues, as it offers a cloud-based solution.

We have not encountered any stability issues.

We have not encountered any scalability issues.

Customer service is average.

Technical support is 10/10.

I previously used a different solution. I switched because my organization switched the tool vendor.

We implemented it through a vendor team.

Before choosing this product, we also evaluated HPE Service Manager.

I have no further comments; excellent tools.

It is basically in for the management and problem management.

The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework.

Certain features can be improved. We find ourselves having to make a lot of customizations to make things work for us.

They should add some of the bolt-ons into the initial setup, such as chat.

I have been using this solution for three years.

It is reasonably good.

It is scalable.

Their technical support is pretty good.

It was quite complex from memory. It was over three years ago, but it was quite complex.

We did evaluate other options. There were business reasons for choosing BMC over other providers.

I would advise making sure that you have the expertise to administer the system.

I would rate BMC Helix ITSM an eight out of 10.

Aligning IT processes within your organization with best practices, like ITIL.

Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time.

Our organization already had another solution, therefore there were no issues accepting such a solution. However, the ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier.

• Service request management: Ease and speed of creating new requests. 
• Ease of integration: There are plenty of integration options, e.g., web services, email, RESTful API, and even an ETL tool, Pentaho, which helps a lot.

The amount of software issues are still too big, even considering the complexity of the tool. Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years.

Support could be more skilled. We are wasting too much of our time debugging.

It has seamless integration with third-party products.

Improved IT service desk and change management functions within the organization.

On the Administration activity to be more user friendly in terms of capturing logs also more features to be included in development activity.

It's been 11 years now.

We had some issues but we have overcome all those.

We had some issues but we have overcome all those.

We had some issues but we have overcome all those.

It's very good.

It's very good.

I've never used any other solution in my career.

The implementation. was easy.

We did it in-house.