BMC Helix ITSM Features
What are the features of BMC Helix ITSM?
Incident Management
- Ticket Prioritization
- Ticket Notifications
- Knowledge Base
- Knowledge Base/Ticket Integration
Reporting
- Dashboards
- Time Tracking
Access & Usability
- Mobile
- Self Service
- Active Directory
- Multi-Channel Access
Administration
- Asset Management
- Reports & Analytics
Service Desk
- Help Desk
- Incident Reports
- Process Workflow
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BMC Helix ITSM Categories on G2
Filter for Features
Incident Management
Ticket Prioritization | Prioritizes tickets based on factors configured by the user. This feature was mentioned in 102 BMC Helix ITSM reviews. | 86% (Based on 102 reviews) | |
Ticket Notifications | Notifies the IT team when a ticket needs action. 103 reviewers of BMC Helix ITSM have provided feedback on this feature. | 83% (Based on 103 reviews) | |
Knowledge Base | Provides a forum for answers to common questions. This feature was mentioned in 84 BMC Helix ITSM reviews. | 79% (Based on 84 reviews) | |
Knowledge Base/Ticket Integration | As reported in 86 BMC Helix ITSM reviews. Integrates knowledge base articles into a ticket. | 79% (Based on 86 reviews) |
Reporting
Dashboards | Displays important metrics relating to performance. 89 reviewers of BMC Helix ITSM have provided feedback on this feature. | 79% (Based on 89 reviews) | |
Time Tracking | Based on 86 BMC Helix ITSM reviews. Tracks time worked on a ticket. | 79% (Based on 86 reviews) |
Access & Usability
Mobile | Enables access to service desk features via mobile device. This feature was mentioned in 54 BMC Helix ITSM reviews. | 66% (Based on 54 reviews) | |
Self Service | Enables employees to view the status of their tickets. 84 reviewers of BMC Helix ITSM have provided feedback on this feature. | 78% (Based on 84 reviews) | |
Active Directory | Provides a directory of all users within an organization. This feature was mentioned in 76 BMC Helix ITSM reviews. | 79% (Based on 76 reviews) | |
Multi-Channel Access | Based on 61 BMC Helix ITSM reviews. Enables access to service desk features through multiple channels such as email, phone, or the portal. | 77% (Based on 61 reviews) |
Administration
Change Management | Based on 15 BMC Helix ITSM reviews and verified by the G2 Product R&D team. Tools to track and implement required IT changes in a system. | 88% (Based on 15 reviews) | |
Asset Management | Based on 16 BMC Helix ITSM reviews and verified by the G2 Product R&D team. Tools to organize and manage all IT assets within an organization. | 88% (Based on 16 reviews) | |
Reports & Analytics | Based on 15 BMC Helix ITSM reviews and verified by the G2 Product R&D team. A means to view and analyze a large amount of data in order to gain business insights. | 94% (Based on 15 reviews) |
Service Desk
Help Desk | Based on 18 BMC Helix ITSM reviews and verified by the G2 Product R&D team. A place for users to submit tickets when they require IT help. | 92% (Based on 18 reviews) | |
Incident Reports | Based on 18 BMC Helix ITSM reviews and verified by the G2 Product R&D team. Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur. | 93% (Based on 18 reviews) | |
Process Workflow | Based on 16 BMC Helix ITSM reviews and verified by the G2 Product R&D team. The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met. | 91% (Based on 16 reviews) |
Functionality
Ticketing System | Provides a service desk for users to submit tickets for IT-related issues. | Not enough data | |
Performance Logging | Tracks action-by-action asset performance with machine- or human-readable logs. | Not enough data | |
Alerting | Creates alerts when tracked assets encounter errors or performance issues. | Not enough data | |
Automation | Automates repetitive tasks associated with IT service operations and maintenance. | Not enough data |
Management
Reporting | Provides graphics, dashboards, and general reporting around IT service, assets, and incidents. | Not enough data | |
Administration Console | Provides administrative tools for routine maintenance, upkeep, and tracking. | Not enough data | |
Access Management | Gives administrators control over user privileges and accessibility for IT assets. | Not enough data | |
Asset Management | Gives administrators control over hardware and software resource allocation and tracking. | Not enough data | |
Policy Dictation | Controls policies and configurations across business applications and hardware. | Not enough data |
