BMC Helix ITSM Reviews & Pricing

by BMC Software | Founded 1980, Houston, Texas

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What is BMC Helix ITSM?

Industry Specialties: Serves all industries.

BMC Helix ITSM is a sophisticated software solution designed to streamline IT Service Management processes. It excels in automating and managing tasks such as incident, problem, change, and asset management. This platform is particularly well-suited for large enterprises and industries like finance, healthcare, and telecommunications, where robust IT infrastructure is crucial. Users appreciate its intuitive interface and powerful features like AI-driven insights and predictive analytics, which enhance decision-making and operational efficiency. BMC Helix ITSM stands out for its flexibility, offering both cloud-based and on-premises deployment options. Compared to similar products, it is praised for its comprehensive functionality and seamless integration capabilities. Pricing details are not publicly disclosed, so potential users are encouraged to contact SelectHub for a tailored quote. Overall, BMC Helix ITSM is a versatile and reliable choice for organizations seeking to optimize their IT service management operations.

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User Sentiment

Based on 664 reviews:

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BMC Helix ITSM Pricing

Based on our most recent analysis, BMC Helix ITSM pricing starts at $115 (Per User. Monthly).

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Starting From: $114.75
Pricing Model: Per User. Monthly
Free Trial: Yes, Request for Free

Training Resources

BMC Helix ITSM is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for BMC Helix ITSM:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

BMC Helix ITSM Benefits and Insights

Why use BMC Helix ITSM?

Key differentiators & advantages of BMC Helix ITSM

Improved Efficiency: Automates routine tasks, allowing IT staff to focus on more strategic initiatives, thereby increasing overall productivity.
Enhanced User Experience: Provides a user-friendly interface that simplifies navigation and reduces the learning curve for new users.
Scalability: Easily adapts to the growing needs of an organization, supporting a wide range of IT service management processes without requiring significant changes.
Cost Reduction: Streamlines processes and reduces the need for manual intervention, leading to lower operational costs.
Proactive Problem Management: Identifies potential issues before they impact users, minimizing downtime and improving service reliability.
Comprehensive Reporting: Offers detailed analytics and reporting capabilities, enabling data-driven decision-making and performance tracking.
Integration Capabilities: Seamlessly integrates with other enterprise systems, ensuring a cohesive IT ecosystem and reducing data silos.
Compliance Assurance: Helps maintain compliance with industry standards and regulations through automated audit trails and reporting.
Customizability: Allows for tailored configurations to meet specific organizational needs, ensuring that the solution aligns with business objectives.
Improved Collaboration: Facilitates better communication and collaboration among IT teams, leading to faster resolution of incidents and requests.
Service Level Management: Monitors and manages service level agreements (SLAs) effectively, ensuring that service delivery meets agreed-upon standards.
Knowledge Management: Centralizes knowledge resources, making it easier for IT staff to access and share information, thus improving problem-solving efficiency.
Mobile Accessibility: Provides mobile access to ITSM functionalities, enabling IT staff to manage tasks on-the-go and respond to issues more quickly.
Security Enhancements: Incorporates robust security measures to protect sensitive data and ensure the integrity of IT operations.
Change Management: Streamlines the change management process, reducing the risk of disruptions and ensuring smooth transitions.

Industry Expertise

BMC Helix ITSM is best suited for large enterprises that prioritize AI-driven automation and integration with other BMC products. It offers a standardized approach to IT service management, leveraging AI and machine learning to streamline processes and enhance user experience.

BMC Helix ITSM Reviews

Average customer reviews & user sentiment summary for BMC Helix ITSM:

664 reviews

76%

of users would recommend this product

Synopsis of User Ratings and Reviews

Based on an aggregate of BMC Helix ITSM reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Great Customization: Its tools are highly customizable to suit the unique requirements of businesses, according to 85% of reviews on feature customization.
Easy Integration: The software offers a range of easy integration possibilities, which is an advantage according to all reviews on this aspect.
Implementation and Maintenance: It’s quick and easy to implement and maintain, as 80% of reviews on this feature state.

Cons

Reporting Capabilities: The Remedy On-Premise feature has challenging and inadequate reporting capabilities, according to more than 75% of reviews on the topic.
Upgrading Production System: It’s slow and tedious to upgrade the production system, as 100% of reviews on the topic suggest.
Internal Search Engine: All reviews on the topic suggest that the internal search engine of the solution runs slow and may crash sometimes.

Researcher's Summary:

Is BMC Helix ITSM the "remedy" for your IT service management woes? User reviews from the past year paint a somewhat complicated picture. While BMC Helix ITSM is praised for its robust features, particularly its automation capabilities and integration options, it seems some users find its complexity a double-edged sword. For instance, users highlight the "modernized tool" for automating and managing operations, specifically mentioning its efficacy in tracking tickets, tasks, changes, and data. However, this power comes at a price, as some users find it "expensive compared to other ITSM tools" and "not easy to maintain," with occasional "performance issues" adding to their frustrations. Think of it like owning a high-performance sports car – exhilarating to drive but demanding meticulous upkeep.

The platform's integration with popular tools like DevOps tools, New Relic, and OIC is a significant plus, enabling seamless workflows for organizations heavily reliant on these technologies. However, the lack of JSON support in its language might deter some developers accustomed to more modern standards. The user interface, while generally considered modern, has its detractors, with some users finding it "laggy" and desiring a more intuitive design, especially compared to competitors like ServiceNow. Ultimately, BMC Helix ITSM, much like a Swiss Army knife, offers a comprehensive set of tools, making it best suited for large enterprises that require extensive customization and integration capabilities and have the resources to navigate its complexities. Smaller organizations, however, might find more user-friendly and cost-effective solutions elsewhere.

Key Features

Asset Management: Helps manage the entire lifecycle of IT assets that starts from the procurement stage and completes at delivery.
Multi-Cloud Service Compatibility: Delivers solutions from the cloud depending upon the user’s cloud computing service. Supports BMC, AWS/Azure or private networks.
Proactive Service Resolution: Proactively perform service resolutions by identifying, monitoring, servicing and taking necessary action to remediate cases whenever required.
Knowledge Management: Provides a built-in KCS (Knowledge Centered Service) to deliver essential information to customers and improve customer satisfaction rates.
Incident and Problem Management: Create and resolve issues easily and quickly using context-aware, smart and proactive incident matching.
Smart Reporting: Helps convert data-rich reports into insightful and presentable dashboards. Customize reports and interactive dashboards according to needs.
Integrations: Easily integrates with event management for optimized incident creation and quick service resolution.
Auto Suggestions: Provides auto suggestions for remote client management actions, assets, knowledge articles and templates for accurate and quick problem resolution.

Limitations

User feedback suggests the following limitations at the time of this review:

Reporting function lacks features.
Production upgrades are slow and tedious.
Internal search engine crashes sometimes.

Suite Support

Email: [email protected].

Phone: Available 24/7 by calling (713) 918-2950 or their toll-free number (800) 537-1813.

Training: Access support videos in the BMC Customer Support Community. For support training, register as a new user or login with credentials on the website.

Tickets: No information available.