BMC Helix Reviews

Handy for handling tickets

Pros

It's super helpful for us in managing our ticket queue and making sure we prioritize the most important cases. Everything gets updated smoothly and we can pull reports quickly.

Cons

It could definitely use more automation like SNOW. Right now, adding updates and making changes still feels a bit manual which could be faster.

Great tool for ticket management

Pros

The software's auto-refresh feature is great for us. The ticket view updates automatically and the reporting feature is really useful for tracking tickets by team which helps us with project management.

Cons

The UI could be a bit more eye-catching for me and a few more customization options would really help different teams manage things better like the LOVs.

Amazing tool but programming issue

Pros

It is a solid choice for us when it comes to managing service requests, incidents and tickets. It's part of a big brand in telecommunications, so it's a bit pricey but it does provide good support for our enterprise solutions.

Cons

The front-end programming isn't the best. Building RPA automations around it is tough and floating licenses can be problematic especially when trying to log in from different Ips, it blocks you for a bit.

Versatile options

Pros

The program has a lot of features and can handle pretty much anything we put into it in the information service space.

Cons

Sometimes I feel it is a bit heavy with all the options. It could be simpler to make it less overwhelming.

Terrible setup

Pros

I don't know where this site got its info but it's wrong. BMC Software ITSM has built-in mobile solutions for any HTML5 device and apps for both Android and iOS. This system is incredibly powerful for us but if we don't manage our IT well it can be a challenge. The CMDB is a huge advantage, with tools for cataloging, mapping and more. It's been around longer than any other system with these features and it integrates everything we could need, from asset management to cost and finance tracking.

Cons

Upgrades and installs are not very user friendly. You can't just download the package and get started, you have to go through 50 different installs and they all have to be done in a very specific order. BMC Software doesn't make it easy for users to figure out. Each tool has its own website with documentation and it's up to you to know what needs to happen first. It almost feels like they're making it harder on purpose so they can push their SaaS subscriptions. And don't get me started on how they completely ignore their on-prem customers, those are the ones who helped build this company. Now it's all about SaaS and the on-prem folks are left out in the cold.