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Utilize comprehensive IT service modules while addressing configuration database issues
What is our primary use case?
I use BMC Helix Enterprise Service Management primarily for IT service management. It supports modules like incident management, change management, problem management, release management, and configuration management.
What is most valuable?
While I cannot provide very particular details about the most helpful features, I also use other tools like ServiceNow and Jira that have similar features. Some of the changes required are at the framework level, which may not be feasible to change immediately. Incorporating features available in ServiceNow would greatly enhance BMC Helix Enterprise Service Management.
What needs improvement?
There are several areas where BMC Helix Enterprise Service Management could be improved. Currently, ServiceNow has an edge when it comes to the ease of discovering Configuration Items (CIs). In BMC Helix, there are issues with the Configuration Management Database (CMDB), such as duplicate entries and problems with reconciliation. The recently introduced dashboard tool in Helix, which replaced Smart Reporting, has several issues. Reporting has been a consistent problem in BMC, and it would greatly benefit from enhancements.
For how long have I used the solution?
I have been using BMC Helix Enterprise Service Management for about fifteen years now.
What was my experience with deployment of the solution?
I did encounter issues, but they were not overly complex. Overall, I would rate the complexity of the migration as medium.
What do I think about the stability of the solution?
The stability of the solution could be improved, specifically in the area of the Configuration Management Database (CMDB), where there are issues with duplicate entries and reconciliation.
How are customer service and support?
The support of BMC is generally good and better compared to some competitors. However, there is room for improvement in new products like the dashboard tool.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I previously used the older Remedy solution before migrating to BMC Helix Enterprise Service Management.
How was the initial setup?
I migrated from an older Remedy to Helix Remedy, which took around six to nine months. It wasn't extremely complex, but there were some issues during the migration.
What's my experience with pricing, setup cost, and licensing?
While I am not very sure about the pricing, I have heard that the license cost of BMC is relatively lower than its competitors.
Which other solutions did I evaluate?
Other solutions I work with include ServiceNow and Jira, which also have similar features.
What other advice do I have?
The decision to use BMC Helix Enterprise Service Management depends on the specific use case and requirements. Overall, I would recommend considering other tools if their features align better with organizational needs. I would rate the overall solution a 7 out of 10.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
BMC Helix Client Management
What do you like best about the product?
Easy to deploy, powerful to manage assets
What do you dislike about the product?
Nothing to mention other than it is not easy to make sure you have all previous assets being scanned
What problems is the product solving and how is that benefiting you?
IT asset management and software deplyment
BMC Endpoint Review
What do you like best about the product?
It covers the need for inventory and change management services for clients.
What do you dislike about the product?
Cannot think of any dislikes. Offers both on prem and cloud. Although, would be nice to have network hardware compliance control from the console as well.
What problems is the product solving and how is that benefiting you?
My problem was deploying compliance scripts to users endpoints. With BMC it not only provided rapid deployment, but also gave me almost instant feedback on the dashboard.
Recommendations to others considering the product:
It's a solid win for those looking to manage a large swath of endpoints over different environments. The rapid deployment and control works great. 30 day review is worth the look, give it a shot
Tool with automated platform and minimal cost
What do you like best about the product?
Inventory Management and Device Management
What do you dislike about the product?
Nothing for now, may be come back later if don't like something
What problems is the product solving and how is that benefiting you?
Nothing
Its good user friendly
What do you like best about the product?
Progressive web application, support for incident, work order, and custom application.
What do you dislike about the product?
Still I did not find any negative things in this.
What problems is the product solving and how is that benefiting you?
Its remind me to manage time line to solve client issues within time line.
Recommendations to others considering the product:
It's good and user friendly in all interface include user admin or consultant and many more.
Used Bmc, was user friendly tool
What do you like best about the product?
was user friendly, easy to use ticketing system.
What do you dislike about the product?
not much experience related to support side about the tool
What problems is the product solving and how is that benefiting you?
I was user to raise ticket for issues related to issues related to tools, systems etc.
Recommendations to others considering the product:
NA
How BMC Helix is great
What do you like best about the product?
The most helpful thing is the software, it requires my attention but also my soul.
What do you dislike about the product?
It’s hard to say exactly what one thing I dislike about the software, but it would be easier to just not.
What problems is the product solving and how is that benefiting you?
I’ve solved many problems with it, and also benefits have been realized greatly.
Recommendations to others considering the product:
Yes make more money available to people like me!
Great itsm tool
What do you like best about the product?
Great ITSM tool with best ever UI and user friendly
What do you dislike about the product?
Nothing as so much, the filter options can be upgraded
What problems is the product solving and how is that benefiting you?
It’s great to use and easy to implement
BMC Helix Client Management optimizes the service management system.
What do you like best about the product?
Save time, and safe vulnerability endpoints
providing great support to finish customers while minimizing costs, ensuring compliance and reducing security risk.
providing great support to finish customers while minimizing costs, ensuring compliance and reducing security risk.
What do you dislike about the product?
Advanced features such as deployment of photos lack the detailed documentation
What problems is the product solving and how is that benefiting you?
It would be good if search results were exportable
Recommendations to others considering the product:
Management of financial assets is very useful in providing all the details we need to help our process of replacing PC.
BMC Client Management is a robust tool for managing your systems
What do you like best about the product?
I love how many different things you can do with this software, I'm sure we haven't even scratched the surface even after years of use.
What do you dislike about the product?
It took quite some time to get it to run stable
What problems is the product solving and how is that benefiting you?
We use it primarily for centralized Windows/software updates for our in house systems and field systems, as well as pushing out GPO style settings to our many non-domain joined machines.
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