BMC Helix ITSM Service Desk-Pros and Cons

General features

BMC Helix ITSM is an Industry-leading, next-gen service management solution.

It is a powerful and people-centric solution.

It includes emerging technologies such as AI and machine learning.

It uses predictive service management through auto-classification, assignment, and routing of incidents.

BMC Helix supports embedded multi-cloud capabilities.

It offers a broader portfolio than other competitors.

It delivers a friction-free user experience.

It provides low TCO with out-of-the box integration.

It comes with an extensible platform.

BMC Helix uses Configuration Management (CMDB) to gain direct visibility into business priorities.

Newer Innovations

BMC Helix has next-gen service management that transforms the best-practice ITSM principles.

It is integrated with leading agile DevOps tools such as Jira.

It helps create and resolve incidents faster with intelligent, context-aware, and proactive incident matching.

BMC Helix comes with built-in Knowledge Centred Service (KCS) to help deliver fast and accurate service and support.

It provides robust multi-media content for enhanced support.

It Includes 90 out-of-the-box reports to get started quickly.

It has a storyboard feature to create slide shows with functional report data.

It helps delivering changes faster at an optimum cost and with minimized risk.

Why use it?

BMC Helix provides Superior Service Management.

It comes with a broader portfolio.

Its product quality is best in industry.

It gives friction-free User Experience.

Industry’s Positive Comments

This software is very easy for use; it has a very friendly interface.

The exported reports that can be converted to excel is very good.

Remedy gives us a single place to track all incoming requests from users.

Remedy offers a speedy and intuitive GUI for help desk agents to create and/or search incidents

 It’s great to have a single platform for support and change management. 

Needs Improvement

The cost and the myriad of features could easily be overwhelming to a novice user.

Service Level Management console can be improved.

Stage by stage updates should be provided to the incident raiser.

Similar Products in Industry

Other Service Desk software products available in market are Micro Focus Service Manager, ServiceNow, TOP desk, SysAid, Manage Engine Service Desk, Zendesk, Fresh desk, SolarWinds Web Desk etc. 

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