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About BMC Helix ITSM
BMC Helix ITSM is a cloud-based digital service management solution that combines a service desk manager, a change manager, a service delivery manager and an IT director into one suite. It is also available for on-premise deployment.
The solution provides reporting features that enable users to create custom reports and convert them into dashboards. It offers incident and problem management, which can detect recurring incidents. Its self-service application is connected with social media and provides virtual and live chat help for resolving customer queries.
BMC Helix ITSM keeps track of changes in IT configuration and identifies change collision in advance. Through its asset management capabilities, the solution can manage the lifecycle of IT assets from procurement to end-of-life.
BMC Helix ITSM enables users to define a service catalog for both internal and external customers. Its admin panel facilitates management of servers, email integrations, applications and security preferences.
Support is available via phone and email.
BMC Helix ITSM pricing
BMC Helix ITSM does not have a free version but does offer a free trial.
Starting Price:
Not provided by vendor
Free Version:
No
Free trial:
Yes
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BMC Helix ITSM Reviews for UK Users
Feature rating
5 reviews of 114
View all reviews
Antonio
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 06/03/2018
Former RAC and BMC Accredited Administrator AR System
Using the BMC ITSM you can consolidate in a Suite the major task of the ITSM support staff based on ITIL best practices.
Pros
The Remedy ITSM Suites cover the main processs of the ITSM aligned to ITIL best practices. All the Application are integrated as part of the ITSM Suite in order to manage the different scenarios that normally needs to be handled by the support staff. Using the AR System Server as base the ITSM applications can be customized in order to give to the organizations complete and achieve thier functionality requierements. The license model of floating write licenses, lets the organization to share licenses pool.
Cons
BMC Remedy ITSM was born as an On premise solution, the cloud option is in the process to be a mature option. In Remedy you could achieve many thing but you need a lot experience with the product to complete it.
Marie
- Industry: Utilities
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
Review Source
4
Reviewed on 07/04/2021
Set the record straight!
Once installed/upgraded it is super easy to develop, manage and it is very easy to have to tool fit your processes. The automation and ability for it to assign, push workflow to other systems and automatically close is awesome. The intelligent integration for event management (off the shelf and event management system that can consume WSDLs or REST, can take advantage of this two-way BSR utility; it’s a game changer!
Pros
I’m not sure where this site is getting it’s information but it is wrong. BMC Software ITSM has mobile solutions built in for any html5 device and apps that can be downloaded from the Google or Apple store and connected to any instance.
This system is incredibly robust to the extent that if you do not have mature processes and you do not manage IT well this system will become your mortal enemy.
It does have a configuration database (CMDB) and it was the absolute first ITSM system to have one and it has many patents; so I have no clue why this site is saying it doesn’t exist. It is the only one that has a definitive catalog, normalization tool, reconciliation, transformation, mapping, auditing, drift management, outage management, impact analysis, and integration all built into the CMDB. The validation is the best. When combined with the Asset management system which adds on the procurement, ASL, receiving and well all the pre and post deployment activities it can manage the entire lifecycle. But it doesn’t stop there! You have cost and finance management, contracts, licensing, warranties, leases, people and group associations, underpinning agreements, and everything you can think of they’ve already built it! Not to mention that all of this isn’t just flat text, you actually get visual maps of the infrastructure and all the relationships, models and services. And it doesn’t stop there you can even view this through digital Workplace on actual maps.
Cons
Upgrades and installs are the absolute worst! You cannot just go download the package and run setup. There’s literally 50 installs you need to perform plus a checksum between each and everything has to be installed in a specific order and BMC Software doesn’t make it easy on the customers to comprehend this because every tool has a separate website in their DOCs and it’s up to you to understand what needs to come before and after. I suspect they’re making it difficult because they want to sell subscriptions to their SaaS.
Additionally, BMC Software ignores their onPrem customers, whom by the way made this company who they are today and they chose to release everything formSaaS and not pay attention to their onPrem customers!
Reasons for Choosing BMC Helix ITSM
Needed more flexibility and Service Desk Express was going to the cloud.Switched From
RemedyforceReasons for Switching to BMC Helix ITSM
Flexibility, licensing, and the total solution was very mature. It was at the time the only tool with an ITIL focus.
Verified Reviewer
- Industry: Consumer Goods
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
Review Source
3
Reviewed on 03/07/2019
Remedy Review
Overall, I wouldn't recommend Remedy for IT Service Management. I believe there are better solutions available that are user friendly while also being visually appealing.
Pros
This software has a very simple layout that makes tracking information down an easy task. The filtering within the application is great and allows for extremely specified results. I like the priority emails that are given based on open tickets. This process allows teams to stay on track to complete requirements and continuously close open tickets.
Cons
I don't enjoy how the UI visually looks. The application has a very outdated look that doesn't appeal to you visually. I have found difficulty when trying to close Incidents because of status issues. This has been my biggest issue because Remedy will want me to enter twenty different status boxes in order to close a ticket or I will receive multiple errors.
Emir
- Industry: Telecommunications
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
4
Reviewed on 19/09/2020
After 5+ years i still dont like it
Neutral, it works stable when you give the system enormous resources. System is quite complicated from licencing perspective, user handling, reporting, creating autoassigments, maintaing knowledgebase, problem management handling etc.
Actualy when you try alternatives you figure out that system is not that bad. But in 2020 it looks like it's from last decade from perspective of resources, flexibilty and integration posibilites.
Support forum is the worst. You are basicly on your own. When you implement any kind of improvement you often create 3-4 problems that you have to solve. Mobile aplication exist only on paper. It is abandoned by vendor i thing from version 1.
Last updates still have part of system based on Adoble Flash so beware of Decembar 2020 when Microsoft, Mozilla drop support.
After 5 years of using i'm still puzzled by database structure that creates so many problem for integration with 3rd party reporting systems.
Smart Reporting and Birt reporting are basicly the worst reporting system ever. Slow, unresponsive, require enormous resources just to run basic reports.
Personaly i would never choose it as solutin if you have any requirement for custimization. To expensive, to complicated.
Pros
Robust, ITSM compliant, fairly great integration posibilites
Cons
Where do i begin?
Database structure is nightmare for maintating, creating reports and to actually understad inner workings of system.
Reporting sofware lacks some basic stuff.
Upgrading production system is a 14 days nightmare.
Some basic stuff like creating user level reports based on who did what in which time are imposible.
It has almost no room for adjusting, user interface is upgraded from version 7.5, 8.1 until version 9.1 but is substandard compared with cloud based solution.
Alternatives Considered
ServiceNow Customer Service Management, ManageEngine ServiceDesk Plus, SysAid, Siebel CRM and Zendesk SuiteReasons for Choosing BMC Helix ITSM
We taught the ITSM will solve organisation problems, guess what after milions spent on this system we found out it did not.Reasons for Switching to BMC Helix ITSM
I did not chose it. Management did.
Timothy
- Industry: Higher Education
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 25/06/2018
Complete Helpdesk and IT service management solution
It is a single repository/database for incidents, assets, change requests and knowledge
You can easily track old tickets as well as you can figure out the approval chain, pending tickets and followup on tasks done and has to be done.
Pros
We upgraded to cloud based Remedy system which saved us the hassle of supporting the solaris server. Web-based and integrated with SSO solution
The software is highly customizable.
BMC's customer support are very responsive.
All branches of IT department use it for incident management, change management, asset management and knowledge management.
The approval workflows are easy to set and update.
Cons
customization of the application was a very long process specially if you need to use the most of it.
But once it is running, it is worth the pain.
