We are using Helix ALM 2016 (formally Testtrack). The customization is really versatile. It allows you to tailor your system management process to the specific needs of the organization. One of the main reasons we chose Helix ALM is for their licensing scheme. We needed a solution that allowed us to collaborate with our customers. Other products required individual licenses which is inconvenient to have the customer buy their own license or buy one for them. Adoption of you process by the customer is easier if the impact to them is minimal. The licenses for Helix ALM are floating which allow the customer to access our web client for free.
I have three things that could improve or be added functionality.
1. The web client is a little clunky. The user/customer is responsible for setting up their views, which means they have to become somewhat knowledgeable with Helix. To get them to adopt it needs to be easy and seamless for them. I think it would be useful if the administrators could set up web views for customers or user types. Even better would be to do this through the desk top client.
2. Reports, Export document templates, and dashboard widgets are a little difficult to set up. The new document template wizard helps but still takes some time to figure out. I also ran into some variables that were not available that I was hoping to use. Same thing with the reports. I would like more options and customization for the desktop widgets. An example; I was trying to set up a burn down chart, currently we do not use the time tracking feature so I wanted to track open issues within a folder. I found a work around but it was difficult.
3. I have been asking for some kind of Model Based Systems Engineering (MBSE) integration. I think this is the only module that Helix ALM is missing. This tool will allow the systems engineer to define and architect the early system concept that should be able to be linked to requirements.
Previously requirements were tracked using Microsoft office or DOORs (which I find to be painful to work with). Helix ALM has allowed use to create a single source of truth for our system development projects. We use all three modules, requirement management, test cases, and issue tracking. Helix allows us to show traceability of our validation back to our requirements and manage our issues (which includes issue traceability back to requirements). We are starting to see our quality improve as well as reduce development time because of requirements and test case reuse across similar systems.