BMC Software

BMC Helix ITSM

Composite Score

6.7 /10

CX Score

6.5 /10

34 Reviews Write a Review

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What is BMC Helix ITSM?

BMC Helix ITSM is industry-leading service management that uses cognitive automation technologies to transform best-practice ITSM principles you’ve come to appreciate from Remedy, delivered on your choice of cloud.

Company Details

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Awards & Recognition

BMC Helix ITSM won the following awards in the IT Service Management - Enterprise category

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0 Top Rated Capabilities

1 Top Rated Features

Latest Award, 2025

0 Top Rated Capabilities

2 Top Rated Features

2024

0 Top Rated Capabilities

5 Top Rated Features

2023

0 Top Rated Capabilities

6 Top Rated Features

2022

BMC Helix ITSM Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on BMC Helix ITSM.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

78 Likeliness to Recommend

89 Plan to Renew

71 Satisfaction of Cost Relative to Value

1
Since last award

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 50%
Negotiation and Contract:: 39%
Conflict Resolution:: 52%
Strategy & Innovation:: 54%
Service Experience:: 56%

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+52 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love BMC Helix ITSM?

18% Negative

15% Neutral

67% Positive

Pros

Fair
Trustworthy
Performance Enhancing
Includes Product Enhancements

Cons

Commodity Features
Vendor's Interest First
Under Delivered

Feature Ratings

Average 76

Service Catalog

Technician Administration

Multi-Site Functionality

Systems Management Integration

Business Application Integration

Reporting

End User Support Solutions

Multi Device Capability

End User Self Serve

Integrated Knowledge Management

Integration With IT Tools

Vendor Capability Ratings

Average 73

Ease of IT Administration

Business Value Created

Breadth of Features

Usability and Intuitiveness

Availability and Quality of Training

Quality of Features

Ease of Implementation

Ease of Data Integration

Product Strategy and Rate of Improvement

Vendor Support

Ease of Customization

BMC Helix ITSM Reviews

Ankit G.

Role: Finance
Industry: Consulting
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2023

Best ITSM tool that works on ITIL framework

Likeliness to Recommend

8 /10

What differentiates BMC Helix ITSM from other similar products?

Configurable interface and layout customizations, Provide a systematic hierarchy to follow up the incidence. We can find all incidents and change requests at one location.

What is your favorite aspect of this product?

I love so much the mobile features, the new consoles

What do you dislike most about this product?

Sometimes Remedy could be very laggy, but it depends on the server configuration and network infrastructure.

What recommendations would you give to someone considering this product?

I definitely recommend this tool if you are looking for a very customizable and user-friendly ITIL framework tool.

Pros

Performance Enhancing
Efficient Service
Fair
Transparent

Role: Information Technology
Industry: Utilities
Involvement: IT Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Oct 2023

It's a game-changer!

Likeliness to Recommend

8 /10

Pros

Reliable
Caring
Trustworthy
Effective Service

Cons

Commodity Features
Less Inspiring
Vendor's Interest First

Vikas K.

Role: Consultant
Industry: Consulting
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Aug 2023

Great ITSM Product for Big IT firms

Likeliness to Recommend

10 /10

What differentiates BMC Helix ITSM from other similar products?

Great feature when it comes to Incident and Change Management Module.

What is your favorite aspect of this product?

Nice user experience with Smart IT and DWP portal

What do you dislike most about this product?

Limited customization scope in DWP and Smart IT side.

What recommendations would you give to someone considering this product?

Best ITSM product available in market, IM, PM, CM, KM and nice GUI.

Pros

Helps Innovate
Continually Improving Product
Efficient Service
Inspires Innovation

BMC Helix ITSM

What is BMC Helix ITSM?

Company Details

Need Assistance?

Awards & Recognition

BMC Helix ITSM Ratings

78 Likeliness to Recommend

89 Plan to Renew

71 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

Emotional Footprint Overview

+52 Net Emotional Footprint

How much do users love BMC Helix ITSM?

Chart

Pros

Cons

Feature Ratings Average rating of all product features, some of which may not be shown below

Service Catalog Ability to request products and services through an online catalog that integrates into the ticketing system; may include an app store.

Technician Administration Easily designed forms, templates, task management, and workflows using codeless customization.

Multi-Site Functionality Central management of dispersed technicians, multiple time zones, operational hours, and automated shift reassignments.

Systems Management Integration APIs available for straightforward integration with multiple systems management tools such as network monitoring to create tickets for action items. May include aggregated alerts, views and dashboards

Business Application Integration APIs available for straightforward integration with multiple business systems such as ERP or CRM.

Reporting Straightforward data storage with ability to create any reports easily. Dashboards for any role with ability to easily build and modify.

End User Support Solutions Tools to benefit end users such as single sign-on to self-serve, password reset, screen capture in ticket, dynamic FAQ matching to ticket key words.

Multi Device Capability Intuitive interface for any device for any role (end user, technician, approver) providing access via web or native mobile app for end users and technicians.

End User Self Serve Intuitive portal designed for end users to create incident tickets, request services, and access status and FAQs.

Integrated Knowledge Management Database integrated with ticketing system for sharing information between technicians, single source or able to federate multiple sources into a single search.

Integration With IT Tools Integration with tools to assist the user which enable connection from within the ticket, capturing information as it is created.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

BMC Helix ITSM Reviews

Ankit G.

Best ITSM tool that works on ITIL framework

Likeliness to Recommend

Pros

It's a game-changer!

Likeliness to Recommend

Pros

Cons

Vikas K.

Great ITSM Product for Big IT firms

Likeliness to Recommend

Pros

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1
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Feature Ratings

Service Catalog

Technician Administration

Multi-Site Functionality

Systems Management Integration

Business Application Integration

Reporting

End User Support Solutions

Multi Device Capability

End User Self Serve

Integrated Knowledge Management

Integration With IT Tools

Vendor Capability Ratings

Ease of IT Administration

Business Value Created

Breadth of Features

Usability and Intuitiveness

Availability and Quality of Training

Quality of Features

Ease of Implementation

Ease of Data Integration

Product Strategy and Rate of Improvement

Vendor Support

Ease of Customization