BMC Helix ITSM

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BMC Helix ITSM Reviews & Product Details

admin

Ankit G.

Application Support Engineer

Enterprise(> 1000 emp.)

Validated Reviewer

Review source: G2 invite

Incentivized Review

Jul 21, 2021

"Steadfast Leader In ITSM Continues To Shine"

What do you like best about BMC Helix ITSM?

The service and support are overall excellent. Only for some products, it takes too long to have a solution or sometimes even an answer. The products are at some points average (Smart-IT) and some points compelling (Innovation Suite). Digital Workplace is also a solid product but has some weak points, and hopefully, with getting it into the Innovation Suite, it will be that strong, I wish, and I need it. We realized significant cost savings with up to 75% improvement in service and management efficiencies from automating daily employee tasks. Review collected by and hosted on G2.com.

What do you dislike about BMC Helix ITSM?

As a developer, you have not-so-good tools to debug like in a classic IDE. There are no breakpoints and not option to start at a specific point in the process. So, on the one hand, this graphical development gets you the power to create very quickly and have good progress. But on the other hand, it will be very frustrating when you are trying new things and have problems that you want to debug or fix. However, we value our continued collaboration with BMC and know they will address these issues. With BMC Helix, we can deliver exciting innovations throughout our company. We know we have one of the best solutions in the industry, which supports us to achieve our stated business outcomes and realize value from our investments in BMC software. Review collected by and hosted on G2.com.

Recommendations to others considering BMC Helix ITSM:

Finest tool in the market for IT service management. Review collected by and hosted on G2.com.

What problems is BMC Helix ITSM solving and how is that benefiting you?

We loved the way it is designed and easily integrated with other applications. Initially, we experienced many difficulties when using other tools wherein even a simple thing like Approving a request use to take a lot of time and patience. We need to open the application, log in and then check the pending requests for approval. But when we started using BMC remedy, the integration with PeopleSoft and MS office made it easy to create and approve requests without even a need for us to open the web/application portal. Review collected by and hosted on G2.com.

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BMC Helix ITSM Overview

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What is BMC Helix ITSM?

BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations. BMC Helix ITSM is a low-/no-code solution for enterprises to build, deploy, and manage IT assets and applications. It does this in three ways. First, BMC Helix ITSM is built upon the BMC Helix for ServiceOps platform, which unifies service and operations management with common data stores. The platform empowers IT service desk agents to resolve cases faster by isolating or preventing service disruption through root cause analysis, real-time incident correlation, predictive incident resolution, and proactive problem management. Second, BMC Helix ITSM integrates artificial intelligence (AI) and machine learning (ML) to automate workflows across the enterprise. Embedded AI/ML streamlines work and the allocation of IT service desk resources by automatically assigning/routing incident, problem, and change requests without manual intervention. Third, BMC Helix ITSM integrates data and processes intelligently to accelerate change management, mitigate risk, and advance the DevOps cycle. Integrated DevOps tooling within BMC Helix ITSM can link change requests with the software development lifecycle (SLDC) and imported continuous integration and continuous delivery (CI/CD) stages.

BMC Helix ITSM Details

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Product Description

BMC Helix IT Service Management (ITSM) is a suite of tools with integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations. Business Challenge Traditional ITSM processes often involve manual tasks that consume valuable time and resources. Examples include a reliance on email communications to submit or manage service requests, the tracking of projects through spreadsheets, and cumbersome development cycles for new IT service capabilities. These challenges are further amplified by distributed workforces all over the globe, the proliferation of data, and high user expectations for always on responsiveness with immediate resolution of incidents or problems. The pressure to deliver exceptional quality IT services across an increasingly diverse architectural landscape continues to drive digital transformation as a strategic imperative. The IT service desk sits at the center of ITSM modernization and transformation. BMC Solution BMC Helix ITSM is a low-/no-code solution for enterprises to build, deploy, and manage IT assets and applications. It does this in three ways. First, BMC Helix ITSM is built upon the BMC Helix for ServiceOps platform, which unifies service and operations management with common data stores. The platform empowers IT service desk agents to resolve cases faster by isolating or preventing service disruption through root cause analysis, real-time incident correlation, predictive incident resolution, and proactive problem management. Second, BMC Helix ITSM integrates artificial intelligence (AI) and machine learning (ML) to automate workflows across the enterprise. Embedded AI/ML streamlines work and the allocation of IT service desk resources by automatically assigning/routing incident, problem, and change requests without manual intervention. Third, BMC Helix ITSM integrates data and processes intelligently to accelerate change management, mitigate risk, and advance the DevOps cycle. Integrated DevOps tooling within BMC Helix ITSM can link change requests with the software development lifecycle (SLDC) and imported continuous integration and continuous delivery (CI/CD) stages.

How do you position yourself against your competitors?

BMC not only offers a broader portfolio than other competitors, it brings to bear a depth of experience that’s not easy to match. No one survives, let alone leads, for more than 30 years in this industry without consistently delivering on product quality, customer service, portfolio innovation, technical support, platform investment, and strong executive leadership.

BMC delivers a friction-free user experience to both sides of the service desk with Smart IT, MyIT, and AppZone. We are driving innovation across the complete spectrum of IT systems management functions. We offer everything you need for enterprise-ready ITSM such as, rapid, risk-free service delivery. Low TCO with out-of-the box integration. Extensible platform. Data-driven insights. Increased business agility. Improved employee productivity.

Seller Details

Seller

BMC Software

Year Founded

1980

HQ Location

Houston, TX

Twitter

@BMCSoftware
49,964 Twitter followers

LinkedIn® Page

www.linkedin.com
9,879 employees on LinkedIn®

Phone

713 918 8800

Description

BMC helps customers run and reinvent their businesses with open, scalable, and modular solutions to complex IT problems. BMC works with 86% of the Forbes Global 50 and customers and partners around the world to create their future. With our history of innovation, industry-leading automation, operations, and service management solutions, combined with unmatched flexibility, we help organizations free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead.

Overview Provided by:

Kayleigh Kannady

Lead Marketing Program Manager at BMC Software