Product(s): BMC Helix ITSM
Overall Comment:"The support can be hit and miss, they have some really good people, but one has to overcome the first line support to get to the next level. Generally, its OK and the product has become more stable> Ther has been a lot of change recently in the management of BMC Helix, It has also created new ways of working for Customer Success. If it works as planned that it should be good, but we are only recently starting on that journey"
It is a powerful tool that covers all the areas of ITSM worth the ability to customise if necessary, However I would advise caution before customising because of the technical debt that it creates
When there are issues, it can be hard to identify a fix, The bugs are not public and when they confirm that it was a bug it can be slow to resolve with many missed deliveries
Change management proceses