BMC Helix ITSM Reviews

Vendor: BMC

4.0 out of 5

77 reviews
87% willing to recommend

3,016 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 #4 ranked solution in top Help Desk Software and top IT Service Management (ITSM) solutions. PeerSpot users give BMC Helix ITSM an average rating of 8.0 out of 10. 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 70% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 18% of all views.

Helped 842,194 peers since 2012

Featured BMC Helix ITSM reviews

Fairoz Gadad

Project Manager at a computer software company with 1,001-5,000 employees

BMC's technical support team needs to improve. Right now, the problem over here is we are not getting the exact answers on time. Their engineers are mainly based in the US or Israel, and we get comprehensive dedicated support. Some of the Indian customer service representatives are also outstanding. Unfortunately, in the past six months or seven months, I've been getting brand-new engineers. Either they're not entirely aware of most cases, or they don't know how to troubleshoot further. So for any product to be stable and work correctly, BMC must ensure that customer service is excellent. Even though if your product is a hundred percent, we'll have problems marketing it to our customers.

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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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RajkumarK

Senior Production Analyst at Victoria's Secret

It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficiently.

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BMC Helix ITSM mindshare

Product category:

As of March 2025, the mindshare of BMC Helix ITSM in the IT Service Management (ITSM) category stands at 11.7%, down from 13.2% compared to the previous year, according to calculations based on PeerSpot user engagement data.

IT Service Management (ITSM)

PeerAnalyst reports based on BMC Helix ITSM reviews

Type	Title	Date
Category	IT Service Management (ITSM)	Mar 24, 2025	Download
Product	Reviews, tips, and advice from real users	Mar 24, 2025	Download
Comparison	BMC Helix ITSM vs ServiceNow	Mar 24, 2025	Download
Comparison	BMC Helix ITSM vs JIRA Service Management	Mar 24, 2025	Download
Comparison	BMC Helix ITSM vs ManageEngine ServiceDesk Plus	Mar 24, 2025	Download

Title	Rating	Mindshare	Recommending
ServiceNow	4.2	24.6%	92%	216 interviews Add to research
JIRA Service Management	4.1	10.7%	93%	86 interviews Add to research

Valuable Features

BMC Helix ITSM offers features like customization, ITIL process coverage, incident and change management, CMDB, seamless integration, and reporting. Users appreciate flexibility, automation, and scalability. The service supports quick prototyping, knowledge management, and strong API use. Its user-friendly interface, mobile capabilities, and digital workplace enhance user experience. It facilitates effective tracking, ticket management, and collaboration. Its powerful backend, customizable workflows, and alignment with IT guidelines meet diverse business needs.

"The most valuable features of BMC Helix ITSM for us are CMDB and discovery."
"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."

Room for Improvement

BMC Helix ITSM requires improvements in user interface simplicity, reporting customization, and performance. The application also lacks integration with modern web technologies, suffers from complex upgrade processes, and needs enhanced support for cloud management and agile methodologies. Customization is challenging without vendor assistance, and documentation is insufficient. Enhanced technical support, better chatbot features, and improved compatibility with external tools like Jira are also necessary. Pricing concerns exist, impacting adoption in budget-conscious markets.

"BMC Helix ITSM is difficult for us to customize, and most customizations require vendor support, which leads to extra costs."
"The interface should be more user-friendly, and the customization should be easier."
"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."

ROI

Users express mixed sentiment about BMC Helix ITSM's ROI. Some believe it is low or at a loss, while others describe it as perfect with good pricing. Improved integration between ITSM modules and other applications enhances ROI. Leadership comparison with custom platforms could reveal valuable insights. The importance of customer and IT agent satisfaction is emphasized, as is financial justification by leadership. Stability and automation benefits add value, but operation cost savings remain unclear.

Pricing

Enterprise buyers report that BMC Helix ITSM has a relatively high pricing and licensing cost, often requiring careful budgeting and negotiation for the best deals. While some users find the solution cost-effective given its robust features, others emphasize the need for a strategic selection of licenses to avoid overspending. Annual contracts are common, and the solution may be slightly cheaper than ServiceNow, but additional expenses may arise, particularly for premium features.

"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

Companies primarily use BMC Helix ITSM for IT and service management, focusing on incident, problem, change, asset, and configuration management. It supports internal ticketing, service desk operations, infrastructure management, and aligns IT processes with ITIL practices. Organizations employ it for automated ticket management, asset tracking, and service request fulfillment. BMC Helix ITSM integrates with tools, offers insight through dashboards, and addresses ITSM processes, including deployments on-premise or cloud.

Service and Support

Customer support for BMC Helix ITSM can vary significantly, depending on support tier and location. Premier support often delivers fast, dedicated assistance, while lower tiers may experience slower, less consistent service. Technical support shows improvements but remains inconsistent, sometimes requiring multiple contact levels. Agents are generally experienced, though some communication issues exist. There is an emphasis on support responsiveness but room for better issue resolution and expertise.

Deployment

The setup of BMC Helix ITSM can range from straightforward to complex, depending on the specific requirements and level of customization needed. Users note that for standard environments, the process is relatively easy with adherence to best practices. However, integration with other systems and data migration can complicate the process, requiring skilled administration and significant time investment. Those with prior experience or expertise find the setup more straightforward.

Scalability

BMC Helix ITSM is widely acknowledged for its scalability, accommodating diverse organizational needs effectively. Many users appreciate its horizontal and vertical scaling capabilities, handling thousands of users without difficulty. Some express concerns about infrastructure requirements, customization limits, or performance issues. While competitors are deemed more robust by some, BMC Helix ITSM continues to meet enterprise demands and receives high ratings on its ability to scale within various business environments.

Stability

BMC Helix ITSM is generally stable with high availability. Users note stability varies with architecture and configuration. Some report minimal stability issues, often resolved over time. Custom code or initial releases can cause instability. BMC Helix ITSM shines when following best implementation practices but occasionally experiences issues with updates or reports. Some browsers need adjustments for optimal performance. Gradually, the system adapts to its environment, reaching a high stability rating.

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

18%

Financial Services Firm

15%

Government

Manufacturing Company

Healthcare Company

Insurance Company

Retailer

Educational Organization

University

Energy/Utilities Company

Real Estate/Law Firm

Transportation Company

Construction Company

Comms Service Provider

Media Company

Wholesaler/Distributor

Outsourcing Company

Legal Firm

Logistics Company

Recreational Facilities/Services Company

Hospitality Company

Marketing Services Firm

Consumer Goods Company

Non Profit

Performing Arts

Pharma/Biotech Company

Engineering Company

Aerospace/Defense Firm

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.