BMC Helix ITSM

Dynamic ITSM tool, used by users to log calls/requests.

BMC Helix ITSM support maintains and supports the tool...my team no longer has to do this work, freeing them up to be more innovative

The tool allows customers to report their issues or submit requests for new items, and we can route those tickets to the correct groups, in order to resolve their issues/requests quickly.

We have been using this product for over 10 years and it has been reliable and useful through the journey

It helps us to understand change impact analysis for change management workflows

We can be nimble when helping our customers due to the easy to use interface and self service options.

BMC Helix ITSM is the Leading ITSM Solution Available

Technicians can easily see and management cases, incidents, and requests. Users are able to review their ticket history easily from the Digital Workplace. The automation of the digital workplace to assign tickets to the correct teams lightens the load for the service desk to allow them to focus on other important tasks for the company.

Overall, BMC Helix ITSM feels like an improvement to our current ITSM and going through implementation and aligning our process to best practice versus our current system will improve our support response.

BMC Helix ITSM is very powerful & leading ITSM tool in the market and when implemented properly it will provide quick ROI for business

We've used the on-prem version for years migrated to SAAS and its easier than ever.

BMC Helix ITSM continues to improve their product and continues to make it relevant for today’s customers

Its great for leveraging rest APIs for integrations to AWS and our alerting systems.

We are using BMC Helix ITSM to integrate the IT Service Management processes of three companies that merged into one. We have been able to start implementing best practices and eliminate the issue of 'that's the way we've always done it'. BMC has been a great partner to help sell ITSM to a diverse IT audience.

Coming from ServiceNOW was easy with the new BMC Helix ITSM UI

As a centralized ITSM system this is an industry leader in ease of use

It offers the most holistic solution in my option to IT Service Management and IT Operations needs. It is rapidly evolving to meet demands of the changing landscape of truly bridging the IT Service Management and IT Operations with the integrated ServiceOps approach.

BMC Helix ITSM GPT enhances the user experience and helps with efficiency gains

Allowed us to scale with the business demands, going from 500 ticket resolutions per week to 700 while not increasing staff count.

Improved operational effort reduction for support teams and also brought a better user/customer experience with the service process.

BMC Helix ITSM is the only system I used that has all the features my organization needs.

Overall, we are satisfied with how it is able to address our company's alignment toward AIops with the built-in workflow automation to trigger playbooks with other third-party data sources or scripts.

Go for Gold with the Best.

Through AI Incident correlation and workflow fine tuning, we have seen a nearly 50% improvement on the 'noise' being generated via system alerts.

BMC Helix ITSM offers a wide array of different modules for better organization of the different classifications of ticket types to allow for clear distinction between the different types.

The process lifecycles and separated modules allow for better organization of each request lifecycle to ensure every request is successfully fulfilled end to end. The Helix Dashboards are easy to use and navigate and offer a very visually appealing view of the analytical side of our system.

Through the use of Helix dashboards we are able to easily view our metrics and how successful we are at meeting our service targets

Helix ITSM to control the major disciplines of ITIL (Change Management, Configuration Management, Incident and Request Fulfillment, IT asset management). The main scope is total conformance for hole IT services. Everything is working very well, integrated and secure.

For IT Service solutions that follow an ITIL process, Helix is perfect.

Currently, Helix ITSM supports all aspects of our business, but the biggest benefit is the huge amount of customization available, which allows us to tailor processes, data, etc., to customer demands in very short time scales. This has led to reductions in contract start-up times and improvements in reporting, first-time fixes, etc.

It is a tool that, for the customer, is very intuitive and complete. Anyone can use it with a short 1 hour training.

With ITSM Automation, we have reduced human intervention on certain calls by 50%, thereby reducing human effort and allowing staff to focus on high-priority issues.