Overview
Product Information on BMC Helix ITSM
What is BMC Helix ITSM?
BMC Helix ITSM Pricing
Overall experience with BMC Helix ITSM
“Helix best in class ITSM and HR System”
“Plan and have support”
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
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
1. automation abilities of the product 2. Been able to connect into other systems in the business 3. one platform for both IT and HR
Easy to use. Navigation aligns to service management processes. Out of the box reporting suitable for most organisations and it is simple to setup what your organisation needs.
Complex reporting is made simple through the excellent Smart Reporting tool. Digital Workplace offers customers an easy-to-use interface for a whole host of request types. The ability to automate and integrate with other systems is invaluable.
1. Delays in upgrades as we nearly 2 years behind on versions 2. Search/knowledge functions as cant configure so gives correct results 3. Lack of AD connectors out of the box in DWP
If support is needed the response is slow via the portal. Any changes that are not out of the box require configuration which are skills that the organisation dont have and therefore require third party support.
Digital workplace is not seamlessly integrated with SmartIT as yet, it does still like 2 different products trying to talk to one another.
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Peer Discussions
BMC Helix ITSM Reviews and Ratings
- ICT Support Services Team Leader (Helix)<50M USDHealthcare and BiotechReview Source
Helix best in class ITSM and HR System
product is helping improve on our service offerings over our prevs itsm too. The thing we starting to investigate more in automation so users can submit request and doesnt need IT staff to touch the request. We feel chat bot needs more work on to be useful but again that could be down to how we have it configured. Support community and bmc teams are always helpful and willing to find a solution to issues. - Service Delivery Manager50M-1B USDHealthcare and BiotechReview Source
Good solid ITSM tool
The system has been in use for sometime now and generally services our needs well, it offers easy to use Incident, Change and Problem Management. We are starting our journey towards more automation with some initial success. We like that the team at BMC is very committed to making sure you get the best experience from the product. - IT Manager<50M USDIT ServicesReview Source
Plan and have support
The product works as expected. Third party support required for enhancements. Communication poor at times. - PROJECT COORDINATOR50M-1B USDManufacturingReview Source
Whole and sole solution for maintaining Assets
It is an astonishing tool for visibility into existing inventory and simplified management. - Senior Business Analyst1B-10B USDRetailReview Source
Remedy Asset management Review
Overall experience with the Remedy asset management is very good. The tool comprises of all the ITIL activies i.e. Incident management, Change Management. Th SOP's of the tool is very easy to understand. The impact report analysis gives us the details of the application to be impacted .