BMC Helix ITSM Reviews & Product Details - Page 2

I like the best is SaaS Environment. It's a top solution with lot of new AI/ML capabilities and new product around ITSM to ease customer working. This is real ITSM. Review collected by and hosted on G2.com.

Late commer in SaaS. BMC has entered in SaaS market little late but it enters with the latest capabilities. Review collected by and hosted on G2.com.

The ease with which we were able to integrate the application with Symphony Summit AI. Review collected by and hosted on G2.com.

Some of the flow etc. can be complex to confgure. Review collected by and hosted on G2.com.

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.

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.

Easy to assign the tickets. Bulk assignment is possible. Incident SLA is colour coded in red, yellow, green. Easy to extract the report and can be schedule the report so not to download. Review collected by and hosted on G2.com.

It sometimes gives error while bulk assignment because we need to add few details for all incident. Can't open in two browser at same time. Takes time while assigning. Review collected by and hosted on G2.com.

In remedy, we can assign incident in bulk, resolve or update in bulk. It gives many options such as to find incident in advance mode. SLA has been set and red green and yellow colour has been used for it. Review collected by and hosted on G2.com.

Sometimes it logout automatically and requires query to search tickets. It doesn't support advance API where we can use that in auto assign as per our requirement. Review collected by and hosted on G2.com.

Easy to use and many options to modify according to users' needs. Review collected by and hosted on G2.com.

I need to report pulling function should work adequately. Review collected by and hosted on G2.com.

BMC remedy is a great ITSM tool, one of the best that I have ever used. It provides seamless integration to other tools such a microsoft outlook and other MS office tools. The user interface is so smooth and super fast with unmatched flexibility. We can easily explore through the features/settings and customize look and feel to our need. We have integrated it to run from a people soft application and it never had any compatiblity issues in doing the same.However we faced multiple issues when we used other applications with peoplesoft. Review collected by and hosted on G2.com.

I have to praise it for its design, ease of use and seamless integration capabilites. Only thing I would suggest to improve is the Userinterface in some places and add more customizability to users otherwise its fantastic in every other aspect. Review collected by and hosted on G2.com.

This is the best incident management and service request tracking tool for enterprise level companies which helps to streamline the operations and create effective workflows for multiple processes within the company. The time to resolution tracking is reduced to great extent and the tracking becomes very easy. The BMC Support is also decent Review collected by and hosted on G2.com.

Upgrading the support system will be helpful and having dedicated Premium support will sort things out faster in case of any major downtime or incidents. Review collected by and hosted on G2.com.

Coverage of all ticketing applications, wider features, although not organized very well. Review collected by and hosted on G2.com.

Limited, cumbersome and non-intuitive user interface Review collected by and hosted on G2.com.

Great tool for ticketing purpose. Easy to understand. Includes all the ITIL practices like incident management, problem management, change management etc.

good process workflow Review collected by and hosted on G2.com.

Nothing much to dislike about this product but only thing is that its a bit complex. Review collected by and hosted on G2.com.