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BMC Helix ITSM
¿Qué es BMC Helix ITSM?
BMC Remedy IT Service Management revoluciona la administración de servicios empresariales. Ofrecido en las instalaciones o en la nube, Remedy ITSM es una plataforma configurable y extensible que fue rediseñada radicalmente para satisfacer las necesidades de cualquier organización de TI transformadora. Más fácil de usar, más rápido de implementar y con las últimas innovaciones en administración de servicios, Remedy IT Service Management y Remedy OnDemand conforman la administración de servicios de TI más completa y capaz para tu empresa.
¿Quién usa BMC Helix ITSM?
Sin información del proveedor
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Otras alternativas interesantes a BMC Helix ITSM
Opiniones de BMC Helix ITSM
Alternativas consideradas previamente:
Herramienta potente que implementa la gestión de procesos ITIL
Comentarios: He desplegado, configurado y usado el producto durante varios años en distintas empresas para la gestión de procesos ITIL.
Puntos a favor:
La capacidad para cubrir varios procesos ITIL y la capacidad de integración con otros productos. Es un producto muy estable y robusto.
Puntos en contra:
A veces los desarrollos a medida sobre el producto pueden impactar en su mantenimiento.
Essential and User Friendly Tool used for ticketing purpose
Comentarios:
Best Ticketing tool for business purpose. Gives us wide range of options to customize from.
breadth of services.
Easily understandable
Can generate reports according to requirement
Able to link tickets to one another easily
Puntos a favor:
Able to create. update, resolve tickets easily Able to calculate SLA. Good process work flow Able to link Incidents to problem and change requests
Puntos en contra:
Too many fields are needed to be filled up for raising a ticket, thus its a bit time consuming for us.
Good Ticket management tool
Puntos a favor:
The software has auto refresh feature where the view is automatically refreshed with new tickets. The reporting feature is cool. We can do reports to identify and handle tickets per teams which is very useful for Project management.
Puntos en contra:
Could have more appealing UI and customization feature that can help different teams to manage the LOVs as needed
Great IT Support Tracker
Comentarios: We are using this tool to manage all report for each user that is requesting assistance from IT support by creating a ticket. They are are to copy all relevant information about the issue that users is experiencing with the device and any of the peers from IT support can go directly to the users that is facing the problem and provide the correct support. We already know what we need to have in order to solved users issue since there is an initial description for that. We can also track who has resolved previous ticket and easily provide report and have a history for each of electronic product we internally provide support on the company.
Puntos a favor:
► We can easily track all tickets resolved. Also, track any particular behavior in case we face any bug or virus on multiple users reporting the same issue. ► Easy categorization for tickets.
Puntos en contra:
► GUI looks pretty slow. ► Sometime users report some slowness in the tool and this affects users experience. ►There are a few fields mandatory that for some users are annoying since there is no like an option for a quick ticket to report a particular emergency that wants our support ride away.
One of the Best Incident Trackers!
Comentarios: I worked 3.5 years for 1-800-WAL-MART and used this software to track every single customer incident that happened in Walmart stores in the U.S. and beyond.
Puntos a favor:
I love how intuitive it is. The software flows just like you'd expect.
Puntos en contra:
It was something I used at Walmart corporate office when I worked there. No complaints at all ... even from a user at the largest company in the world.
