BMC Helix ITSM Reviews & Pricing
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What is BMC Helix ITSM?
Industry Specialties: Serves all industries.
BMC Helix ITSM Pricing
Based on our most recent analysis, BMC Helix ITSM pricing starts at $115 (Per User. Monthly).
- Price
- $$$$$
- 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:
- Phone
- Chat
- FAQ
- Forum
- Help Desk
- Knowledge Base
- Tickets
- Training
- 24/7 Live Support
BMC Helix ITSM Benefits and Insights
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 Reviews
Based on our most recent analysis, BMC Helix ITSM reviews indicate a 'good' User Satisfaction Rating of 76% based on 664 user reviews from 5 recognized software review sites.
664 reviews
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
Cons
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
- Reporting function lacks features.
- Production upgrades are slow and tedious.
- Internal search engine crashes sometimes.
Suite Support
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