What advice do you have for others considering BMC Helix ITSM?

IT teams and service desks may effectively track, manage, and resolve issues and problems through incident and problem management in order to reduce service interruptions and resume regular operations.

Change and Release Management: The solution makes it easier to plan, carry out, and keep track of IT changes and releases. It also ensures that they are properly evaluated, approved, and coordinated to have the least possible impact on IT services.

Management of Service Requests: Helix ITSM offers a self-service site where users may submit and track service requests, facilitating a quick and effective request process.

I rate BMC Helix ITSM a seven out of ten.

I rate BMC Helix ITSM an eight out of ten.

We had a manual event management process and a separate monitoring tool called Dynatrace. The alerts generated did not flow to the ITSM tool. With BMC Helix ITSM, the alerts flow and auto-route to respective technical support. If the alerts are resolved, the ticket will be automatically closed. So, the workload and automation are much better now. BMC Helix ITSM is a fast platform, so it is quite manageable. I would recommend BMC Helix ITSM to other users because it is a good solution. Overall, I rate the solution an eight out of ten.

I have experienced all the phases of BMC Helix ITSM: standalone, on-premises, containerized, and cloud-based. I have worked in all these environments. ITSM deployment depends on various factors. Currently, we are transitioning to containers instead of the cloud. Specific dependencies influence this choice. Many large companies opt for containerization, while some move to the cloud. The primary reason is the reluctance to expose their data publicly. I rate the overall product an eight out of ten.

It is advisable. The choice depends on the workload and the specific requirements of each industry or organization. For critical and well-organized tasks, HSA Helix might be suitable. In the case of handling data in various applications, including cloud and HANA, AppSecetics proves highly useful. It enables efficient report generation compared to other automation tools. I would rate it nine of ten.

The solution is best-suited for medium-sized companies. I rate the solution a nine out of ten.

BMC Helix ITSM is deployed on-cloud in our organization. I advise someone evaluating BMC Helix ITSM to start with a new installation and not to bring an old system into the new Helix environment. Start with a new product from scratch, and it will give you more success in standing up the product and a lot fewer headaches trying to bring old data into a new system. When you try to bring in customizations and old datasets, you will run into a lot of problems. Overall, I rate BMC Helix ITSM an eight out of ten.

I give the solution a seven out of ten. The differences between BMC Helix and other ITSM solutions depend on the use case, process alignment, and organizational requirements. We have realigned the entire product to suit telecom operations, so it depends on the organization's strategy regarding ticketing solutions. I recommend the solution to others.

Our issues with the solution are solely related to our middleman provider. I rate the solution an eight out of ten for logging and resolving calls.

I rate this solution eight out of 10.

I'm a customer and end-user. I'd rate the solution seven out of ten since I would like a mobile app for support, and the reporting needs to be better.

BMC Helix ITSM is a comprehensive solution. The market is booming toward the Cloud and that's why most customers are targeting ServiceNow. I can't say I'm an expert in ServiceNow, but the flexibility that the semi-cloud version, BMC Remedy ITSM, has in terms of customization, is one of the best. I rate BMC Helix ITSM a nine out of ten.

For the maintenance of the solution, we require one system administrator because sometimes it creates issues on the server level. One system administrator does not need to be dedicated, but then have other tasks such as the creation of groups and user for the applications, such as the ARM server. This is a good tool and I would recommend it to others. I rate BMC Helix ITSM a nine out of ten.

I was a partner of BMC in my last job function. The best support is defending the requirements of the company. This is the same advice I would give in ServiceNow. It's very important for any solution to define the requirements very well. Based on that, it's easier to implement the solution. I'd rate the solution eight out of ten. Compared with other solutions in the market, for example, Manage Engine, which has technical limitations, BMC is robust. We can do everything with BMC. We can do a lot with ServiceNow too. BMC does have complexity in the implementation, however.

I would recommend BMC Helix ITSM to others. I rate BMC Helix ITSM an eight out of ten.

We're an MSP. We resell it for BMC amongst other things. This solution is a SaaS, a Software as a Service, solution. It's probably the second-best solution out there. It's just that, as an MSP, we just need to work with a bunch of other toolsets. When that happens, then you run into more support issues and run into more integration issues. That said, I would still say it's the second-best ITSM solution out there. I'd rate the solution five out of ten.

I rate BMC Helix six out of 10. BMC is changing, but they're still behind in 2022.

I would rate this solution 8 out of 10. I would recommend this solution for those who want to start using it.

I would recommend this solution to others. From what I've read BMC Helix ITSM has a lot of features and far more than the CA Service Desk. I haven't been part of the team to experience the other solutions but from what I've read, it's very rich in its features. I rate BMC Helix ITSM a nine out of ten.

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.

If you are looking for purely an ITSM tool then 'BMC Helix' is a very good platform. 

However, ServiceNow is slightly ahead of 'BMC Helix'. It is rated highly by Gartner and other leading resources. ServiceNow is much more flexible and offers a lot more than just ITSM.

I would rate this solution a six out of ten.

I rate Helix eight out of 10.

I would BMC Helix eight out of 10 because I have been working with BMC for almost 20 years now, and it's one of my favorites. BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product. I will definitely recommend the solution to other users.

On a scale of one to 10, I would rate it a seven. Before adopting, I would recommend evaluating how well all the options are suited to your requirements.

BMC is definitely not for small businesses, especially those in Africa, Eastern Europe, and the Middle East. It's difficult to get small businesses onto BMC because of the cost. For functionality, I would give this solution an eight out of 10 but I have a serious problem with the pricing and that brings my rating down to a six.

Overall, on a scale from one to ten, I would give BMC Helix ITSM a rating of eight.

I would advise others to consider other options before choosing this solution such as ServiceNow. I rate BMC Helix ITSM a four out of ten.

I would recommend this solution because it includes all the best practices of ITIL and ITSM used across the industry. It is a good product. I would rate BMC Helix ITSM an eight out of ten.

I would absolutely recommend BMC Helix ITSM. There are two solutions to look out for: BMC and ServiceNow. I think both solutions are great solutions but I can't say which one is better. For a smaller company, a solution like JIRA Help Desk may be better. BCM can be quite complex as there are many modules that are not easy to handle. Overall, on a scale from one to ten, I would give this solution a rating of seven. If they improved the workflow and processes, simplified the initial setup, improved the UI, and the digital workplace catalog for the end-users, then I would give this solution a rating of 10.

I would advise others to prepare and plan a lot before using the product. Define the exact workflows, themes, and end-user experience because the users sometimes don't use self-service. Customize it as little as possible. I would rate BMC Helix ITSM an eight out of ten.

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

BMC Helix is a marketing term. The name changed from BMC Remedy ITSM to BMC Helix a few years ago. It's also linked to BMC's CMDB, where they have an image of all of the assets in the company. In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything. It might take some time and it may have some consequences later on when you are upgrading and you want to install a newer version, especially when you are on-premises. Other solutions may have a better BEB Cloud interface or better sales organization, but BMC is a trustworthy company and they keep their promises. Some other competitors make promises but don't always honor them. My advice to others would be the following: * Get a support contract directly with BMC. * Pick your BMC partner or reseller. * Get in-house resources and knowledge, and train your employees, or employ someone with the BMC Remedy skills. * Get external contractors to top it up with contractors and consultants from the partner. * Set up a good project team that communicates with BMC contract partners, your employees, and the contractor. I would rate this solution a ten out of ten.