"The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"It's a very integrated solution."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
"One of our favorite features is the "Info-Zone", which provides operational intelligence in flight and in context to guide both business users and support teams to productivity."
"The solution overall is very versatile and flexible, especially compared to other products."
"The product is quite flexible."
"Some of the strengths are Enterprise Management Solutions and the series of Management solutions which is number one in Gartner's report and has been for the last five years."
"The best feature is the maintenance module, which is essentially an industry-specific workflow designed with a manufacturing module as per industry standards. It's very precise and specific without having complex functionalities. It's straightforward. Field Service Management is definitely a wonderful product that IFS has developed because it caters to field services. The energy and utility sectors can answer their business needs using the software."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"They should add some of the bolt-ons into the initial setup, such as chat."
"It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."
"They could be more responsive to feedback from their community board."
"The reports need improvement, it is not a good functioning tool."
"It needs to be more comfortable for the end-user."
"Some parts of the solutions are using the old interface."
"It would be ideal if, in the future, the product could incorporate IoT and blockchain elements. We'd like to explore more of these types of features going forward."
"The user interface can be improved. When you're clicking through the screens, there are some icons or symbols that really need updating and would be more useful and noticeable if they are aesthetically pleasing."
"We would like to see AI-driven CSI functions built into the tool that would allow us to quickly tie our improvement goals to metrics and activities, so Assyst will suggest the next steps to help us get closer to our goals."
"The integration is a bit complex, and post-implementation support services need to be improved. They have a service center based out of Sri Lanka. The support aspect is good, but the response time is a little slower than we anticipated. In the next release, it would be better if Warehouse Management could be improvised. They have a product line that's a data warehouse management system, but it's still premature and requires a bit of enhancement."
"There are certain digital features that need to be incorporated, such as IOP."
BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.
BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.
Some of BMC Helix ITSM’s key features include:
Reviews from Real Users
BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.
A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”
Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.”
IFS develops and delivers cloud enterprise software for companies around the world who manufacture and distribute goods, build and maintain assets, and manage service-focused operations. Within our single platform, our industry specific products are innately connected to a single data model and use embedded digital innovation so that our customers can be their best when it really matters to their customers – at the Moment of Service™. The industry expertise of our people and of our growing ecosystem, together with a commitment to deliver value at every single step, has made IFS a recognized leader and the most recommended supplier in our sector. Our team of 4,500 employees every day live our values of agility, trustworthiness and collaboration in how we support our 10,000+ customers. Learn more about how our enterprise software solutions can help your business today at ifs.com.
BMC Helix ITSM is ranked 4th in Help Desk Software with 13 reviews while IFS Applications is ranked 10th in Help Desk Software with 5 reviews. BMC Helix ITSM is rated 7.6, while IFS Applications is rated 7.8. The top reviewer of BMC Helix ITSM writes "Lacking report functionality, complex to operate, but useful interactive activity logs". On the other hand, the top reviewer of IFS Applications writes "A cloud-based ERP solution with a useful maintenance module, but post-implementation support could be better". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, IBM Maximo and BMC FootPrints Service Core, whereas IFS Applications is most compared with SAP ERP, Oracle E-Business Suite, ServiceNow, Microsoft Dynamics NAV and SCSM. See our BMC Helix ITSM vs. IFS Applications report.
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