Product(s): BMC Helix ITSM
Overall Comment:"Implementing BMC Helix ITSM has been a transformational journey for our organization. The platform stands out for its robust functionality, AI driven automation and enterprise-grade scalability. We have streamlined incident, problem and change management by using this platform. It helped to improve service desk efficiency and reduce ticket resolution time. Able to manage SLA's effectively with different targets. Ensures compliance and governance across IT operations, having good intelligent automation to align generic incidents based on the description. Capable enough to customize workflows and UI. "
User friendly interface - The drag and drop UI and intuitive design make it easier for both technical and non-technical users to navigate and manage workflows. AI-Driven Automation - From predictive ticket routing to virtual agents, Helix uses AI to reduce manual effort and accelerate resolution times.
Initial setup and configuration is a bit complex and some users report slow bug fixes.