Cos'è BMC Helix ITSM?
BMC Helix IT Service Management rivoluziona la gestione dei servizi aziendali. Disponibile on-premise o sul cloud, Helix ITSM è una piattaforma configurabile ed espandibile radicalmente riprogettata per soddisfare le esigenze di ogni organizzazione IT in fase di trasformazione. Più facile da usare, più veloce da implementare e ricca delle ultime innovazioni nella gestione dei servizi, Helix IT Service Management è la gestione dei servizi IT più completa e potente per ogni azienda.
Chi utilizza BMC Helix ITSM?
Non specificato dal fornitore
Where BMC Helix ITSM can be deployed?
Cloud, SaaS, Web, Windows (locale), Linux (locale)
About the vendor
- by BMC Software
- Fondata nel 1998
Disponibilità per Paese
Stati Uniti
Lingue
inglese
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About the vendor
- by BMC Software
- Fondata nel 1998
Disponibilità per Paese
Stati Uniti
Lingue
inglese
Video e immagini di BMC Helix ITSM
Non specificato dal fornitore
Confronta il prezzo di BMC Helix ITSM con prodotti simili
Prezzo di partenza
Versione gratuita
Prova gratuita
Caratteristiche di BMC Helix ITSM
Software ITSM
- API
- Autorizzazioni basate sul ruolo
- Avvisi / Allarme crescente
- Avvisi/Notifiche
- Branding personalizzabile
- CRM
- Campi personalizzabili
- Catalogo dei servizi
- Chat/Messaggistica
- Comunicazione multi-canale
- Controllo accessi/Autorizzazioni
- Controllo del processo di valutazione
- Creazione di dashboard
- Flusso di lavoro configurabile
- Gestione degli audit
- Gestione dei problemi
- Gestione dei progetti
- Gestione dei ticket di assistenza
- Gestione del ciclo di vita delle risorse
- Gestione del flusso di lavoro
- Gestione del rilascio
- Gestione dell'accordo sul livello di servizio (SLA)
- Gestione dell'inventario
- Gestione della configurazione
- Gestione della disponibilità
- Gestione della knowledge base
- Gestione della posta elettronica
- Gestione delle attività
- Gestione delle capacità
- Gestione delle modifiche
- Gestione di contratti/licenze
- Gestione di incidenti
- Gestione di servizi di assistenza
- Integrazione di Active Directory
- Integrazioni di terze parti
- Modelli personalizzabili
- Moduli personalizzabili
- Monitoraggio
- Monitoraggio dei cespiti
- Monitoraggio dei ticket di assistenza
- Monitoraggio delle attività
- Monitoraggio delle risorse IT
- Portale clienti
- Portale self-service
- Prioritizzazione
- Quadro della attività
- Rendicontazione e analisi statistiche
- Report personalizzabili
- Sondaggi e feedback
- Trascinamento della selezione (Drag & Drop)
Software per la gestione degli asset IT
- API
- Autorizzazioni basate sul ruolo
- Avvisi/Notifiche
- Branding personalizzabile
- Campi personalizzabili
- Controllo accessi/Autorizzazioni
- Creazione di dashboard
- Creazione di report/analisi
- Flusso di lavoro configurabile
- Gestione degli approvvigionamenti
- Gestione degli audit
- Gestione dei fornitori
- Gestione dei problemi
- Gestione dei ticket di assistenza
- Gestione del ciclo di vita delle risorse
- Gestione del flusso di lavoro
- Gestione dell'accordo sul livello di servizio (SLA)
- Gestione dell'inventario
- Gestione della configurazione
- Gestione della conformità
- Gestione della knowledge base
- Gestione della manutenzione
- Gestione della posta elettronica
- Gestione delle attività
- Gestione delle modifiche
- Gestione delle richieste
- Gestione di contratti/licenze
- Gestione di incidenti
- Gestione utenti
- Importazione/Esportazione di dati
- Integrazioni di terze parti
- Moduli personalizzabili
- Monitoraggio
- Monitoraggio dei cespiti
- Monitoraggio dei costi
- Monitoraggio dei ticket di assistenza
- Monitoraggio dell'inventario
- Monitoraggio della conformità
- Monitoraggio delle attività
- Monitoraggio delle risorse IT
- Pianificazione della manutenzione
- Portale self-service
- Prioritizzazione
- Quadro della attività
- Rendicontazione e analisi statistiche
- Rendicontazione in tempo reale
- Report personalizzabili
- Scansione di codici a barre / biglietti
- Tracciato di controllo
- Visualizzazione di dati
Visualizza l'elenco completo di Software per la gestione degli asset IT
Software per la gestione dei servizi IT
- API
- Avvisi/Notifiche
- Catalogo dei servizi
- Cronologia dei servizi
- Gestione dei biglietti
- Gestione dei problemi
- Gestione dei progetti
- Gestione dei ticket di assistenza
- Gestione del flusso di lavoro
- Gestione del rilascio
- Gestione dell'accordo sul livello di servizio (SLA)
- Gestione dell'inventario
- Gestione della configurazione
- Gestione della conformità
- Gestione delle attività
- Gestione delle conoscenze
- Gestione delle modifiche
- Gestione delle richieste di servizio
- Gestione delle risorse IT
- Gestione di contratti/licenze
- Gestione di incidenti
- Gestione di servizi di assistenza
- Integrazioni di terze parti
- Moduli personalizzabili
- Monitoraggio in tempo reale
- Notifiche in tempo reale
- Pianificazione e allocazione delle risorse
- Portale clienti
- Portale self-service
- Prioritizzazione
- Quadro della attività
- Rendicontazione in tempo reale
- Sicurezza SSL
- Sondaggi e feedback
- Trascinamento della selezione (Drag & Drop)
Visualizza l'elenco completo di Software per la gestione dei servizi IT
Alternative a BMC Helix ITSM
Altre alternative a BMC Helix ITSM
Recensioni su BMC Helix ITSM
Leggi tutte le 111 recensioni
Antonio A.
Former RAC and BMC Accredited Administrator AR System
Commenti: Using the BMC ITSM you can consolidate in a Suite the major task of the ITSM support staff based on ITIL best practices.
Aspetti positivi:
The Remedy ITSM Suites cover the main processs of the ITSM aligned to ITIL best practices. All the Application are integrated as part of the ITSM Suite in order to manage the different scenarios that normally needs to be handled by the support staff. Using the AR System Server as base the ITSM applications can be customized in order to give to the organizations complete and achieve thier functionality requierements. The license model of floating write licenses, lets the organization to share licenses pool.
Aspetti negativi:
BMC Remedy ITSM was born as an On premise solution, the cloud option is in the process to be a mature option. In Remedy you could achieve many thing but you need a lot experience with the product to complete it.
Marie J.
Alternative considerate:
Set the record straight!
Commenti: Once installed/upgraded it is super easy to develop, manage and it is very easy to have to tool fit your processes. The automation and ability for it to assign, push workflow to other systems and automatically close is awesome. The intelligent integration for event management (off the shelf and event management system that can consume WSDLs or REST, can take advantage of this two-way BSR utility; it’s a game changer!
Aspetti positivi:
I’m not sure where this site is getting it’s information but it is wrong. BMC Software ITSM has mobile solutions built in for any html5 device and apps that can be downloaded from the Google or Apple store and connected to any instance. This system is incredibly robust to the extent that if you do not have mature processes and you do not manage IT well this system will become your mortal enemy. It does have a configuration database (CMDB) and it was the absolute first ITSM system to have one and it has many patents; so I have no clue why this site is saying it doesn’t exist. It is the only one that has a definitive catalog, normalization tool, reconciliation, transformation, mapping, auditing, drift management, outage management, impact analysis, and integration all built into the CMDB. The validation is the best. When combined with the Asset management system which adds on the procurement, ASL, receiving and well all the pre and post deployment activities it can manage the entire lifecycle. But it doesn’t stop there! You have cost and finance management, contracts, licensing, warranties, leases, people and group associations, underpinning agreements, and everything you can think of they’ve already built it! Not to mention that all of this isn’t just flat text, you actually get visual maps of the infrastructure and all the relationships, models and services. And it doesn’t stop there you can even view this through digital Workplace on actual maps.
Aspetti negativi:
Upgrades and installs are the absolute worst! You cannot just go download the package and run setup. There’s literally 50 installs you need to perform plus a checksum between each and everything has to be installed in a specific order and BMC Software doesn’t make it easy on the customers to comprehend this because every tool has a separate website in their DOCs and it’s up to you to understand what needs to come before and after. I suspect they’re making it difficult because they want to sell subscriptions to their SaaS. Additionally, BMC Software ignores their onPrem customers, whom by the way made this company who they are today and they chose to release everything formSaaS and not pay attention to their onPrem customers!
Utente Verificato
Remedy Review
Commenti: Overall, I wouldn't recommend Remedy for IT Service Management. I believe there are better solutions available that are user friendly while also being visually appealing.
Aspetti positivi:
This software has a very simple layout that makes tracking information down an easy task. The filtering within the application is great and allows for extremely specified results. I like the priority emails that are given based on open tickets. This process allows teams to stay on track to complete requirements and continuously close open tickets.
Aspetti negativi:
I don't enjoy how the UI visually looks. The application has a very outdated look that doesn't appeal to you visually. I have found difficulty when trying to close Incidents because of status issues. This has been my biggest issue because Remedy will want me to enter twenty different status boxes in order to close a ticket or I will receive multiple errors.
Emir O.
Alternative considerate:
After 5+ years i still dont like it
Commenti:
Neutral, it works stable when you give the system enormous resources. System is quite complicated from licencing perspective, user handling, reporting, creating autoassigments, maintaing knowledgebase, problem management handling etc.
Actualy when you try alternatives you figure out that system is not that bad. But in 2020 it looks like it's from last decade from perspective of resources, flexibilty and integration posibilites.
Support forum is the worst. You are basicly on your own. When you implement any kind of improvement you often create 3-4 problems that you have to solve. Mobile aplication exist only on paper. 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.
After 5 years of using i'm still puzzled by database structure that creates so many problem for integration with 3rd party reporting systems.
Smart Reporting and Birt reporting are basicly the worst reporting system ever. Slow, unresponsive, require enormous resources just to run basic reports.
Personaly i would never choose it as solutin if you have any requirement for custimization. To expensive, to complicated.
Aspetti positivi:
Robust, ITSM compliant, fairly great integration posibilites
Aspetti negativi:
Where do i begin? Database structure is nightmare for maintating, creating reports and to actually understad inner workings of system. Reporting sofware lacks some basic stuff. Upgrading production system is a 14 days nightmare. Some basic stuff like creating user level reports based on who did what in which time are imposible. It has almost no room for adjusting, user interface is upgraded from version 7.5, 8.1 until version 9.1 but is substandard compared with cloud based solution.
Timothy S.
Complete Helpdesk and IT service management solution
Commenti:
It is a single repository/database for incidents, assets, change requests and knowledge
You can easily track old tickets as well as you can figure out the approval chain, pending tickets and followup on tasks done and has to be done.
Aspetti positivi:
We upgraded to cloud based Remedy system which saved us the hassle of supporting the solaris server. Web-based and integrated with SSO solution The software is highly customizable. BMC's customer support are very responsive. All branches of IT department use it for incident management, change management, asset management and knowledge management. The approval workflows are easy to set and update.
Aspetti negativi:
customization of the application was a very long process specially if you need to use the most of it. But once it is running, it is worth the pain.
