What is BMC Helix ITSM?
BMC Helix ITSM is industry-leading service management that uses cognitive automation technologies to transform best-practice ITSM principles you’ve come to appreciate from Remedy, delivered on your choice of cloud.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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78 Likeliness to Recommend
2
Since last award
90 Plan to Renew
5
Since last award
72 Satisfaction of Cost Relative to Value
1
Since last award
Emotional Footprint Overview
+53 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love BMC Helix ITSM?
Pros
- Fair
- Trustworthy
- Performance Enhancing
- Efficient Service
Cons
- Commodity Features
- Under Delivered
- Vendor's Interest First
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Service Catalog
Technician Administration
Multi-Site Functionality
Systems Management Integration
Business Application Integration
End User Support Solutions
Reporting
Multi Device Capability
End User Self Serve
Integrated Knowledge Management
Integration With IT Tools
Vendor Capability Ratings
Ease of IT Administration
Business Value Created
Breadth of Features
Usability and Intuitiveness
Availability and Quality of Training
Quality of Features
Ease of Implementation
Ease of Data Integration
Product Strategy and Rate of Improvement
Vendor Support
Ease of Customization
BMC Helix ITSM Reviews
YuvaTheja E.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Nov 2023
One of the best Service Management platforms
Likeliness to Recommend
What differentiates BMC Helix ITSM from other similar products?
I have used BMC remedy in my previous organisation and Service now in my current organisation and I feel BMC remedy has an upper hand in terms of features and capabilities with easy User Interface. Both users and IT support teams can use this tool, so it needs a friendly user interface to maek it understndable at times and this what BMC excels at. Whereas the other tools have comple interface and we get lost with lots of unnecessary information and tracking data would be cumbersome. Also the user interface was much smooth and snappy to load.
What is your favorite aspect of this product?
We have a breadth of features to use in BMC remedy and the tracking of tickets created is so simple. Also we can filter through data and capture statistics of tickets created. The user interface is what I like the most, easy and user friendly and it is what makes it stand tall in the market.
What do you dislike most about this product?
Some times it becomes difficult to integrate it with other tools. for example We use outlook almost always in our day to day life as a IT manager, even though there are plugins to integrate it with outlook for easy ticket creation. But we dont see a way to track a ticket flowing through emails like an email trail getting auto updated in ticket comments based on what we share/send though emails. Although this can be acheived through use of other tools like power automate, but it would have been easier if it was bundled as a plugin in the user interface of other tools.. So integration needs to be improved I would say.
What recommendations would you give to someone considering this product?
I 100% believe if you use this tool you would definitely stick with it due to its capabilities and its user interface. So try it once is all I can recommend to others. It is top notch in terms of performance and it saves you a lot of time with its features and easy user interface.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Sheraz A.
- Role: C-Level
- Industry: Consulting
- Involvement: IT Leader or Manager
Submitted Nov 2023
I really like the ITIL intergration/alignment.
Likeliness to Recommend
What differentiates BMC Helix ITSM from other similar products?
Ease of use and clarity. Aligen to ITIL standards
What is your favorite aspect of this product?
Service call management
What do you dislike most about this product?
Little complicated.
What recommendations would you give to someone considering this product?
Test before investing.
Pros
- Helps Innovate
- Reliable
- Trustworthy
- Efficient Service
Ankit G.
- Role: Finance
- Industry: Consulting
- Involvement: IT Leader or Manager
Submitted Nov 2023
Best ITSM tool that works on ITIL framework
Likeliness to Recommend
What differentiates BMC Helix ITSM from other similar products?
Configurable interface and layout customizations, Provide a systematic hierarchy to follow up the incidence. We can find all incidents and change requests at one location.
What is your favorite aspect of this product?
I love so much the mobile features, the new consoles
What do you dislike most about this product?
Sometimes Remedy could be very laggy, but it depends on the server configuration and network infrastructure.
What recommendations would you give to someone considering this product?
I definitely recommend this tool if you are looking for a very customizable and user-friendly ITIL framework tool.
Pros
- Performance Enhancing
- Efficient Service
- Fair
- Transparent
