BMC Helix ITSM vs Web Help Desk: Which is a better fit?

I have worked on Remedy ITSM and found it robust and secure which can offer huge benefits to organisation investing in this solution either for their own use internally or when serving other clients.

Of course with such customization, there are always risks of breaking existing workflow or failure during an upgrade.

Once can easily say that great progress has been made in usability in ITSM which has increased adoption of the application. Personally, I think we need to do more.

We use templates in the version we have and the main problem with templates is that they are duplicated by the number of groups we are assigned to.

Marie M

Services Architect

The automation and ability for it to assign, push workflow to other systems and automatically close is awesome.

Emir E

IT Support Engineer

It is abandoned by vendor i thing from version 1. Last updates still have part of system based on Adoble Flash so beware of Decembar 2020 when Microsoft, Mozilla drop support.

Just as the user interface is being streamlined for ease of use (such as MyIT and Smart IT), so should the underlying code/workflow to improve performance and customizability.

Lack of integration with client management to show details of end users machines and automated remediatio.

For me the ability for Sales Reps out in the field to submit Help Desk ticket through email is awesome. They can do it right from their phone's email program.

The template forms that you can create for different types of tickets are boring and limited.

Very affordable - sales rep that I worked with was very helpful and gave us a nice discount. Good features: Task automation, work flow, email threading (adding ticket notes via email).

It also taxes the system from the user/technician side if you are running a large report (this is bad.) We ended up just throwing the SQL tables into Tableau to get any sort of granular information.

That being said, it is reliable and the support is fantastic. It is a great value for the money for a non profit.

Matthew M

IT Administrator

I think my main problem was with my Virtual Environment not the software itself.

It is a simple and easy to use software for both the IT team and the end-users, which helps to resolve service desk reported or submitted issues fast and in return will make both users a happy camper.

The Dashboard is almost useless, again, unless I just don't understand how you use it.