BMC Helix ITSM Reviews & Product Details

BMC Helix ITSM Product Details

BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations. BMC Helix ITSM is a low-/no-code solution for enterprises to build, deploy, and manage IT assets and applications. It does this in three ways. First, BMC Helix ITSM is built upon the BMC Helix for ServiceOps platform, which unifies service and operations management with common data stores. The platform empowers IT service desk agents to resolve cases faster by isolating or preventing service disruption through root cause analysis, real-time incident correlation, predictive incident resolution, and proactive problem management. Second, BMC Helix ITSM integrates artificial intelligence (AI) and machine learning (ML) to automate workflows across the enterprise. Embedded AI/ML streamlines work and the allocation of IT service desk resources by automatically assigning/routing incident, problem, and change requests without manual intervention. Third, BMC Helix ITSM integrates data and processes intelligently to accelerate change management, mitigate risk, and advance the DevOps cycle. Integrated DevOps tooling within BMC Helix ITSM can link change requests with the software development lifecycle (SLDC) and imported continuous integration and continuous delivery (CI/CD) stages.

Seller

BMC Helix

Discussions

BMC Helix ITSM Community

Product Description

BMC Helix IT Service Management (ITSM) is a suite of tools with integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations. Business Challenge Traditional ITSM processes often involve manual tasks that consume valuable time and resources. Examples include a reliance on email communications to submit or manage service requests, the tracking of projects through spreadsheets, and cumbersome development cycles for new IT service capabilities. These challenges are further amplified by distributed workforces all over the globe, the proliferation of data, and high user expectations for always on responsiveness with immediate resolution of incidents or problems. The pressure to deliver exceptional quality IT services across an increasingly diverse architectural landscape continues to drive digital transformation as a strategic imperative. The IT service desk sits at the center of ITSM modernization and transformation. BMC Solution BMC Helix ITSM is a low-/no-code solution for enterprises to build, deploy, and manage IT assets and applications. It does this in three ways. First, BMC Helix ITSM is built upon the BMC Helix for ServiceOps platform, which unifies service and operations management with common data stores. The platform empowers IT service desk agents to resolve cases faster by isolating or preventing service disruption through root cause analysis, real-time incident correlation, predictive incident resolution, and proactive problem management. Second, BMC Helix ITSM integrates artificial intelligence (AI) and machine learning (ML) to automate workflows across the enterprise. Embedded AI/ML streamlines work and the allocation of IT service desk resources by automatically assigning/routing incident, problem, and change requests without manual intervention. Third, BMC Helix ITSM integrates data and processes intelligently to accelerate change management, mitigate risk, and advance the DevOps cycle. Integrated DevOps tooling within BMC Helix ITSM can link change requests with the software development lifecycle (SLDC) and imported continuous integration and continuous delivery (CI/CD) stages.

Overview by

Kayleigh Kannady (Lead Marketing Program Manager at BMC Software)

Value at a Glance

Averages based on real user reviews.

Time to Implement

5 months

Return on Investment

27 months

View More Pricing Information

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AI

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

9/3/2025

Business partner of the seller or seller's competitor, not included in G2 scores.

"Reliable ITSM Platform with Strong Capabilities but Steep Learning Curve"

4.5/5

What do you like best about BMC Helix ITSM?

BMC Helix ITSM has a very comprehensive set of ITIL-aligned features that helped us streamline service delivery. The platform covers almost everything we need—incident, change, request, knowledge, and CMDB—in a single solution. Once it was implemented, it gave us a structured and consistent way of managing tickets across teams.

Customer support is also responsive and helpful, especially when it comes to troubleshooting complex configuration issues. The reporting and analytics functions are also very detailed, which makes tracking SLA compliance and performance easier.

Ease of Use: Not very intuitive at first, but stable once configured.

Ease of Implementation: Structured process but requires guidance from consultants.

Customer Support: Responsive and knowledgeable.

Frequency of Use: Daily for incident, problem, and change management.

Number of Features: Very broad and covers most ITSM processes.

Ease of Integration: Works well with monitoring tools and Active Directory, but APIs require some technical expertise. Review collected by and hosted on G2.com.

What do you dislike about BMC Helix ITSM?

The platform is powerful, but it’s not the easiest to use at the beginning. The interface looks a bit dated compared to some newer ITSM tools, and training the team took more time than expected. Customization is possible, but it often requires additional services or licensing, which increases cost. Review collected by and hosted on G2.com.

What problems is BMC Helix ITSM solving and how is that benefiting you?

Before Helix, we had fragmented tools, inconsistent SLAs, and poor cross-region visibility. After consolidating onto Helix, SLA compliance improved by ~30%, mean incident resolution time dropped by ~40%, and audit readiness improved significantly. Our leadership now has unified operational insights, which has improved decision-making and resource allocation globally. Review collected by and hosted on G2.com.

UI

Verified User in Insurance

Enterprise (> 1000 emp.)

8/2/2025

"Very easy to use"

4/5

What do you like best about BMC Helix ITSM?

It's user friendly and navigation friendly. Easy to spot which links to click on when finding tickets, tasks, change requests. Review collected by and hosted on G2.com.

What do you dislike about BMC Helix ITSM?

It's the user friendly layout and navigation Review collected by and hosted on G2.com.

NU

Nandi Vishal U.

Assistant Manager

Enterprise (> 1000 emp.)

11/13/2024

"Brief Explanation on BMC Remedy ITSM"

5/5

What do you like best about BMC Helix ITSM?

All the details related to a ticket is organised and ease in managing the tickets. Review collected by and hosted on G2.com.

What do you dislike about BMC Helix ITSM?

While integrating with other Device sometimes ITSM is not reachable. Review collected by and hosted on G2.com.

VK

Vikas K.

Manager

Enterprise (> 1000 emp.)

1/12/2024

"Great ITSM tool to manage business services"

4.5/5

What do you like best about BMC Helix ITSM?

Very modernized tool to automate and manage your operations.

It helps in tracking tickets, tasks, changes, data.

Great support team.

Integration friendly and gives options to customise as per your need. Review collected by and hosted on G2.com.

What do you dislike about BMC Helix ITSM?

Expensive compared to other ITSM tools.

Not easy to maintain, sometimes causes troubles like performance issues. Review collected by and hosted on G2.com.

MC

M C.

Mid-Market (51-1000 emp.)

10/19/2023

"Great program"

5/5

What do you like best about BMC Helix ITSM?

Super fast to use I prefer this to other programs Review collected by and hosted on G2.com.

What do you dislike about BMC Helix ITSM?

Nothing at all it's great how it is. I wouldn't want any other features Review collected by and hosted on G2.com.

MS

Mohd S.

DevOps Engineer

Enterprise (> 1000 emp.)

3/8/2023

"Good tool for ticket and report handling"

4/5

What do you like best about BMC Helix ITSM?

Enterprise-level tool that is used globally for service management and routing of incidents. Integrations with DevOps tools, New Relic, OIC. Built in knowledge management for effective use and upto date information. Review collected by and hosted on G2.com.

What do you dislike about BMC Helix ITSM?

ServiceNow is more of an updated version where work will be done with ease. Less Connectors with SAAS compared to other tools. Language is non json which is harder to write. Review collected by and hosted on G2.com.

NR

Nitin R.

Desktop Support Analyst

Enterprise (> 1000 emp.)

10/19/2022

"TICKETING TOOL WITH MANY OPTIONS"

4/5

What do you like best about BMC Helix ITSM?

Navigation between searching and filtering fhe incidents and work orders is excellent Review collected by and hosted on G2.com.

What do you dislike about BMC Helix ITSM?

Its a bit laggy and need an enhance upgrade over few of the competing toold lively used in the market today as compared with service now Review collected by and hosted on G2.com.

AN

Adam N.

CEO, Chief ITSM Architect (RAC, BCP, ITIL)

Small-Business (50 or fewer emp.)

1/20/2023

"Helix ITSM"

4.5/5

What do you like best about BMC Helix ITSM?

Modern UI, automation, ease of use, robust and conforming to the ITIL Framework Review collected by and hosted on G2.com.

What do you dislike about BMC Helix ITSM?

Sometimes can be pricey but you have to pay for what you get. Review collected by and hosted on G2.com.

VS

Vignesh S.

Cloud Administration Sr. Associate

Enterprise (> 1000 emp.)

11/30/2021

"Need to change the UI"

2/5

What do you like best about BMC Helix ITSM?

Helix is super easy tracking tool, It is Powerful that we can handle multiple tickets at a same time. Review collected by and hosted on G2.com.

What do you dislike about BMC Helix ITSM?

But UI is very old and needed to be changed It is also very very slow when switching between tabs and options Review collected by and hosted on G2.com.

Recommendations to others considering BMC Helix ITSM:

It is easy to use and precise to work on it. Bulk task handeing can be handed easly that you no need to manually work in each and every tickets that is not necessary.

Go to use this. Review collected by and hosted on G2.com.

What problems is BMC Helix ITSM solving and how is that benefiting you?

We use to get alert for the web application servers which runs in cloud. And we also used to raise tickets that should be done in SLA basis. Handiling or tracking the tickets are very easy.

Especially bulk handling option is good. Review collected by and hosted on G2.com.