BMC Helix ITSM

Score9 out of 10

260 Reviews and Ratings

What is BMC Helix ITSM?

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.

Categories & Use Cases

Media

Screenshot of BMC Helix Multi-Cloud Broker. This is where users can deliver a secure service experience across multi-cloud environments.

Screenshot of Knowledge Management, available with intelligent recommendations to help bring the right information to end-users and agents to quickly and accurately resolve issues.

Screenshot of the incident and problem management interface, used to create and resolve incidents faster with intelligent, context-aware, and proactive incident matching.

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Screenshot of BMC Helix Multi-Cloud Broker. This is where users can deliver a secure service experience across multi-cloud environments.

Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 9
Change requests repository
Single repository of all planned changes and releases
Category average: 8.4
Service restoration
Impact assessment and automated fixes for common problems
Category average: 8.2

ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 8.3
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.5
Policy and contract enforcement
Ensuring that requesters have eligibility before fullfullment
Category average: 7.9

Khushi Prithiani

Data scientist in Information Technology at Infividhya (11-50 employees employees)

Use Cases and Deployment Scope

I use BMC Helix ITSM for customer-facing issues in their property, such as seepage problems, this agentic AI can assist in resolving them. In CRM use cases, where customers are awaiting issue resolution, BMC Helix can help resolve all issues, allowing customers to contact them freely at any time.

Pros

CRM
Construction

Cons

Speed
Accuracy

Return on Investment

My Accuracy has improved

Usability

Alternatives Considered

AIOps from Broadcom

krishna prajapati

Associate Director in Information Technology at Edelweiss (501-1000 employees employees)

Use Cases and Deployment Scope

I am using BMC Helix ITSM for automating operational processes. We are looking to automate our business process such as onboarding process and client experience.

Pros

Rule engine
Process
Automation

Cons

Automate business process

Usability

Ketan Chothe

Control-M Admin in Information Technology at SMFG India Credit (10,001+ employees employees)

Use Cases and Deployment Scope

I use BMC Helix ITSM for Incident Management by logging, tracking, and resolving IT issues efficiently to minimize downtime. I like that it has built-in governance features that help meet regulatory requirements while lowering the cost of IT operations.

Pros

AI-Powered Incident Managemen
Smart Change Managemen
Advanced Reporting and Dashboard
Automation and Orchestration
Modular Architecture with Deep Integration
Cognitive Service Management
Compliance and Audit Readiness

Cons

Complex Deployment and Configuration
Scalability and Stability Concerns
Documentation and Support Gaps
User Interface Complexity
Integration Challenges with ITOM Tools
Limited Appeal Beyond IT Departments

Return on Investment

High Return on Investment

Usability

Alternatives Considered

ServiceNow IT Service Management and Jira Service Management

Other Software Used

Jira Service Management, ServiceNow Customer Service Management

Vishal Leekha View profile

Service Lead in Corporate at _VOIS (10,001+ employees employees)

Use Cases and Deployment Scope

We are using Helix ITSM for managing ITIL related processes helping us to increase productivity.

Pros

Reporting
Incident management
Change Management

Cons

Capability to automate tasks which are part of a crq, something similar to SNOW
Ability to make API calls for Zero Touch Operations

Usability

Other Software Used

Control-M

Verified User

Manager in Information Technology (10,001+ employees employees)

Use Cases and Deployment Scope

BMC Helix ITSM is used mainly for logging tickets - incident, problem change, service request etc. I use this tool for logging tickets, pull ticket dump from Helix dashboard, incident console, Chat dashboard, agent live monitoring, inflow of chat etc. Majorly target helps us to address recurring incidents, ongoing long pending tickets view, workaround performed etc. which helps in proactive and reactive problem management with the monthly trend data. There are many scope expected like mandate KBA usage on every incident, provide clear steps to troubleshoot and fix it on the call for Service desk, user friendly search on knowledge console etc.

Pros

Incident dashboard
Live chat monitoring
Incident correlation
Incident categorisation
Reports

Cons

Knowledge base search via chatbot not up to the mark, as it gives all KBAs with has got single word keyboard and looks clumsy
When we search for major or critical incident, it shows all incidents where this master or parent incident is related or tagged, time consuming
Incident correlation dashboard can be much more clearer to understand
A lot of manual data needed to add in the incident description field even customer contact
Unable to do any customisation as and when needed

Return on Investment

Incidents reporting helps to analyse upcoming incidents but manual
Some time incident correlation dashboard helps
Able to put a trend of incidents based on CI which helps to know the top contributors and address with a permanent solution

Usability

Other Software Used

ServiceNow IT Service Management, TeleWare IP Telephony and Unified Communications, Genesys Cloud CX

BMC Helix ITSM

What is BMC Helix ITSM?

Categories & Use Cases

Media

Key Features

Top Performing Features

Organize and prioritize service tickets

Change requests repository

Service restoration

Areas for Improvement

ITSM collaboration and documentation

Subscription-based notifications

Policy and contract enforcement

Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Use Cases and Deployment Scope

Pros

Cons

Usability

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Usability

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Other Software Used

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