BMC Helix ITSM Reviews

Vendor: BMC

4.0 out of 5

76 reviews
87% willing to recommend

3,013 followers

What is BMC Helix ITSM?

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.

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BMC Helix ITSM is the #3 ranked solution in top IT Service Management (ITSM) solutions and #4 ranked solution in top Help Desk Software. PeerSpot users give BMC Helix ITSM an average rating of 8.0 out of 10. Based on the analysis of the 76 most recent BMC Helix ITSM reviews, the overall sentiment is positive, with a sentiment score of 6.7. (Among the lowest in the category). BMC Helix ITSM is most commonly compared to ServiceNow: BMC Helix ITSM vs ServiceNow. BMC Helix ITSM is popular among the large enterprise segment, accounting for 71% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 17% of all views.

Helped 816,406 peers since 2012

Featured reviews

RajkumarK

Senior Production Analyst at Victoria's Secret

Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable.

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Andrii Dobrovolskyi

Chief Technology Officer at Dominos Pizza

I rate the product's initial setup phase an eight on a scale of one to ten, where one is a difficult setup phase, and ten is an easy setup phase. The product's initial setup phase was easy. The solution is deployed on the public cloud services offered by Amazon. The solution can be deployed in a few hours to a week.

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Ameet Darole

IT Service Delivery at Abcl

We had a manual event management process and a separate monitoring tool called Dynatrace. The alerts generated did not flow to the ITSM tool. With BMC Helix ITSM, the alerts flow and auto-route to respective technical support. If the alerts are resolved, the ticket will be automatically closed. So, the workload and automation are much better now. BMC Helix ITSM is a fast platform, so it is quite manageable. I would recommend BMC Helix ITSM to other users because it is a good solution. Overall, I rate the solution an eight out of ten.

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BMC Helix ITSM mindshare

Product category:

As of November 2024, the mindshare of BMC Helix ITSM in the IT Service Management (ITSM) category stands at 13.6%, up from 12.4% compared to the previous year, according to calculations based on PeerSpot user engagement data.

IT Service Management (ITSM)

Key learnings from peers

Last updated Nov 21, 2024

Valuable Features

BMC Helix ITSM offers powerful features like flexible customization, seamless integration, ease of use, scalability, and strong ITIL process coverage. Automation and orchestration streamline operations, while the CMDB and knowledge management enhance efficiency. Incident, change management, and service request management are highly valued. Its modern interface and advanced reporting capabilities improve user experience. Helix ITSM supports rapid deployment, with mobile features and chatbot integration facilitating efficient business processes.

"The solution's most valuable features are automation and orchestration."
"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"The product's initial setup phase was easy."

Room for Improvement

BMC Helix ITSM requires improvements in user interface simplicity, ticket search efficiency, cloud management, and documentation clarity. Customization and integration with other tools need enhancement. Reporting capabilities are limited, and the upgrade process is complex. A mobile version would benefit users, and greater flexibility in notifications is needed. The overall system is perceived as outdated and performance issues persist. Better support and more intuitive workflows could significantly improve user experience and satisfaction.

"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."

ROI

Some found the ROI low or unspecified, while others noted it was satisfactory. They praised BMC Remedy for its precise delivery expectations. ROI enhances with ITSM module integration and application integration. The expense is justified by focus shifting from platform maintenance to business processes. ROI is seen in organizational productivity and customer satisfaction, with comments highlighting the importance of leadership in demonstrating cost justification. Some mentioned cost-effectiveness in handling incidents automatically and stability gains.

Pricing

Enterprise users report that BMC Helix ITSM has relatively high licensing and maintenance costs, which vary based on contract terms. Many find it expensive yet justified by robust features and potential ROI. Floating licenses help manage costs for large user bases. Some users recommend third-party tools to optimize license usage. Pricing strategies should consider contract negotiations and regular usage assessments. Despite being costly, some find it more affordable than competitors like ServiceNow.

"BMC Helix ITSM is a very cost-effective solution."
"I rate the product price an eight on a scale of one to ten, where one is cheap, and ten is expensive. The solution is expensive."
"The cost is relatively high, especially for the BMC Controller application. However, the expense is justified by the standard and reliable features it offers. This product's reputation in the market is strong, providing assurance in terms of data and other considerations."

Popular Use Cases

BMC Helix ITSM is primarily used for handling change management, incident management, and asset management within organizations. It serves as a ticketing system for tracking IT operations, aligning with ITIL best practices. The tool is widely implemented for enterprise service management, where it automates ticket registration and resolution across various departments. It supports infrastructure network management, provides reporting for managers, and is integrated with multiple tools to enhance business operations.

Service and Support

BMC Helix ITSM customer service and technical support vary significantly. Responses indicate that premier support tends to be responsive and effective, though costly, while basic tiers may lead to slower responses and less effective assistance. Technical support varies, with some reporting skilled assistance and timely help, while others experience delays and communication issues. There is room for improvement in support consistency and efficiency, especially in complex environments and regions lacking local support.

Deployment

Users expressed varied experiences with BMC Helix ITSM's initial setup. While many found it straightforward, especially with proper guidance, others encountered challenges due to version differences, customizations, data migration, and project management complexities. Advanced configurations may require expert handling and a deep understanding of the system. Some noted that the process demands technical expertise and careful planning, often taking considerable time for deployment and integration in complex environments.

Scalability

BMC Helix ITSM is highly scalable, handling a range of user counts from small to large enterprises. Multiple companies report no scalability issues, highlighting its versatility in adapting to varied infrastructures. While some users note challenges with memory management, most find it easy to manage and scale both horizontally and vertically. Organizations use it effectively for thousands of users, attributing its scalability as a key strength with flexibility to accommodate growth.

Stability

BMC Helix ITSM exhibits high stability when implemented with a well-defined architecture and infrastructure. Some have reported issues tied to custom configurations, memory management, and occasional updates impacting operations. However, most find it stable, often rating it seven to ten for reliability. Sluggishness or freezes are infrequent and usually linked to specific configurations or environments. Regular monitoring and maintenance help maintain stability, with many praising its robust performance and consistent high availability.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our BMC Helix ITSM Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Computer Software Company

17%

Financial Services Firm

13%

Government

Manufacturing Company

Recreational Facilities/Services Company

Healthcare Company

Insurance Company

Retailer

Energy/Utilities Company

University

Educational Organization

Media Company

Wholesaler/Distributor

Transportation Company

Real Estate/Law Firm

Outsourcing Company

Construction Company

Comms Service Provider

Legal Firm

Logistics Company

Non Profit

Consumer Goods Company

Hospitality Company

Marketing Services Firm

Performing Arts

Pharma/Biotech Company

Aerospace/Defense Firm

Engineering Company

Compare BMC Helix ITSM with alternative products

Learn more about BMC Helix ITSM

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.

Key Features

Some of BMC Helix ITSM’s key features include:

Solves service issues in a way that makes you more efficient. BMC Helix ITSM employs advanced analytic software that searches for areas where your organization can drive efficiencies to provide the best possible service.
Groups issues that recur in a way that streamlines both analysis and incident management. It uses artificial intelligence to identify and solve groups of incidents in real time. The AI automates these processes, which can prove both tedious and time-consuming.
Securely and seamlessly provides services across multi-cloud environments with “a single pane of glass” interface. This allows you to be highly flexible. You can configure your services in a number of different ways without having to worry that your multi-cloud environment won’t be able to support your service management.
The ability to view all of your management data in a way that provides you with clear insights into your system’s management. BMC Helix ITSM enables you to create custom reports and dashboards. This makes it possible for you to see any and all significant trends in your operations and services data.

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.”

BMC Helix ITSM was previously known as Remedy ITSM, Remedy, Helix Remedy.