#1 most frequent
United States of America
43.7%172 installations of 394
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.
Categories & Use Cases
Media
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Screenshot of BMC Helix Multi-Cloud Broker. This is where users can deliver a secure service experience across multi-cloud environments.
Top Performing Features
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 9
Change requests repository
Single repository of all planned changes and releases
Category average: 8.4
Service restoration
Impact assessment and automated fixes for common problems
Category average: 8.2
Areas for Improvement
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 8.3
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.5
Policy and contract enforcement
Ensuring that requesters have eligibility before fullfullment
Category average: 7.9
Who Buys & Uses BMC Helix ITSM
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
6.9%27 installations of 394
#3 most frequent
Canada
6.6%26 installations of 394
Real time with BMC Helix ITSM
Use Cases and Deployment Scope
I use BMC Helix ITSM for customer-facing issues in their property, such as seepage problems, this agentic AI can assist in resolving them. In CRM use cases, where customers are awaiting issue resolution, BMC Helix can help resolve all issues, allowing customers to contact them freely at any time.
Pros
- CRM
- Construction
Cons
- Speed
- Accuracy
Return on Investment
- My Accuracy has improved
Usability
Alternatives Considered
AIOps from Broadcom
New User of BMC Helix ITSM
Use Cases and Deployment Scope
I am using BMC Helix ITSM for automating operational processes. We are looking to automate our business process such as onboarding process and client experience.
Pros
- Rule engine
- Process
- Automation
Cons
- Automate business process
Usability
BMC Helix ITSM A Powerhouse for Enterprise Service Management
Use Cases and Deployment Scope
I use BMC Helix ITSM for Incident Management by logging, tracking, and resolving IT issues efficiently to minimize downtime. I like that it has built-in governance features that help meet regulatory requirements while lowering the cost of IT operations.
Pros
- AI-Powered Incident Managemen
- Smart Change Managemen
- Advanced Reporting and Dashboard
- Automation and Orchestration
- Modular Architecture with Deep Integration
- Cognitive Service Management
- Compliance and Audit Readiness
Cons
- Complex Deployment and Configuration
- Scalability and Stability Concerns
- Documentation and Support Gaps
- User Interface Complexity
- Integration Challenges with ITOM Tools
- Limited Appeal Beyond IT Departments
Return on Investment
- High Return on Investment
Usability
Alternatives Considered
ServiceNow IT Service Management and Jira Service Management
Other Software Used
Jira Service Management, ServiceNow Customer Service Management
One of the best Service Management tools
Use Cases and Deployment Scope
We are using Helix ITSM for managing ITIL related processes helping us to increase productivity.
Pros
- Reporting
- Incident management
- Change Management
Cons
- Capability to automate tasks which are part of a crq, something similar to SNOW
- Ability to make API calls for Zero Touch Operations
Usability
Other Software Used
Control-M
BMC Helix ITSM Next View
Use Cases and Deployment Scope
BMC Helix ITSM is used mainly for logging tickets - incident, problem change, service request etc. I use this tool for logging tickets, pull ticket dump from Helix dashboard, incident console, Chat dashboard, agent live monitoring, inflow of chat etc. Majorly target helps us to address recurring incidents, ongoing long pending tickets view, workaround performed etc. which helps in proactive and reactive problem management with the monthly trend data. There are many scope expected like mandate KBA usage on every incident, provide clear steps to troubleshoot and fix it on the call for Service desk, user friendly search on knowledge console etc.
Pros
- Incident dashboard
- Live chat monitoring
- Incident correlation
- Incident categorisation
- Reports
Cons
- Knowledge base search via chatbot not up to the mark, as it gives all KBAs with has got single word keyboard and looks clumsy
- When we search for major or critical incident, it shows all incidents where this master or parent incident is related or tagged, time consuming
- Incident correlation dashboard can be much more clearer to understand
- A lot of manual data needed to add in the incident description field even customer contact
- Unable to do any customisation as and when needed
Return on Investment
- Incidents reporting helps to analyse upcoming incidents but manual
- Some time incident correlation dashboard helps
- Able to put a trend of incidents based on CI which helps to know the top contributors and address with a permanent solution
Usability
Other Software Used
ServiceNow IT Service Management, TeleWare IP Telephony and Unified Communications, Genesys Cloud CX
