Overview
Product Information on BMC Helix ITSM
What is BMC Helix ITSM?
BMC Helix ITSM Pricing
Overall experience with BMC Helix ITSM
“Reliable ITSM foundation, but customization and documentation need improvement.”
“Limited Flexibility for Basic Customizations and On-Premise Data Requirements”
About Company
Company Description
BMC Helix focuses on providing an AI-powered platform designed to support enterprise IT service and operations management. The company addresses the challenge of automating and streamlining IT processes by deploying AI agents that assist in anticipating operational needs and delivering automated solutions. This approach aims to enhance productivity within IT teams by optimizing workflows and supporting efficient ServiceOps management without manual intervention.
Company Details
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Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
User Sentiment About BMC Helix ITSM
Reviewer Insights for: BMC Helix ITSM
Deciding Factors: BMC Helix ITSM Vs. Market Average
Performance of BMC Helix ITSM Across Market Features
BMC Helix ITSM Likes & Dislikes
I like that the core modules, such as Incident, Change, Problem and Work Order, are stable and work well out of the box. The ticket console in particular is a standout. The filters are easy to manage and offer plenty of flexibility, which makes it much easier for teams to find and organise their work quickly.
The possibilities it gives with all the pther functionalities
The pace of innovation is genuinely impressive, with enhancements making real operational value, not just cosmetic changes. Partnership and support are excellent. The account team and customer success are proactive, responsive and invested in the success of our implementation. Visibility of the upcoming roadmap and capabilities that are being delivered is excellent and allows us to plan and strategise our own. The tool itself with its AI capabilities, provides real efficiencies and has already provided benefits that can be measured and promoted to the board level.
What I dislike most is that customization relies heavily on Development Studio, which requires a lot of coding knowledge. This makes even small changes harder to manage and not very accessible for admins who aren't technical. On top of that, the BMC documentation isn't very straightforward. There is plenty of information, but it's not easy to find what you need, especially for customization work.
Basic things as filters are customizations Many customizations for usual things Sometimes, there are customer data that have to be on prem due to country regulations
Admin of the tool requires specialist knowledge and support. If it could have an easier admin interface then that would be beneficial. First line/second line support is responsive, but if resolution is passed to R&D for further investigation then communication is difficult and often appears to be in a black-hole
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Peer Discussions
BMC Helix ITSM Reviews and Ratings
- It Manager50M-1B USDRetailReview Source
Reliable ITSM foundation, but customization and documentation need improvement.
Overall, my experience with ITSM has been generally positive. The core processes are stable and work as expected, which makes day-to-day use straightforward. The only downside is that system management still happens in the mid-tier, which looks and works very differently from the front-end interface, so the admin side can feel a bit disconnected and harder to navigate. - HEAD OF ENTERPRISE TOOLS50M-1B USDBankingReview Source
BMC Helix Delivers Operational Benefits
My overall experience with BMC Helix has been excellent. Innovative platform, delivering real work efficiencies and improvements. The partnership feels more collaborative and customer-focused and the account team and customer success really add value to our business. - IT Automation Architect50M-1B USDConsumer GoodsReview Source
A Scalable, AI-Driven Powerhouse for Modernizing Enterprise Service Management.
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. - Principal Engineer50M-1B USDTelecommunicationReview Source
Harnessing Functionality and Flexibility for Business Processes
Functionality and flexibility have enabled us to meet all internal and external requirements, manage all aspects of business process with a good looking and easy to use front end - IT Manager50M-1B USDTransportationReview Source
Onboarding Process for Helix Marked by Consistent Vendor Support and Guidance
Overall, the journey to onboard Helix has been made exceptional because of the support we received from the vendor. Through the challenges we can always rely on BMC Helix teams to guide us through the journey.