BMC Helix ITSM

Score9 out of 10

260 Reviews and Ratings

Community insights

TrustRadius Insights for BMC Helix ITSM are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

User-Friendly Interface: Reviewers consistently praise BMC Helix ITSM's clear and intuitive interface for enhancing navigation, boosting task efficiency, simplifying user interactions, and improving overall user experience.

Modern Modules for Efficient Management: Users highlight BMC Helix ITSM's modern modules' role in streamlining operations, effectively tracking services, facilitating workflows, seamlessly integrating with enterprises, and promoting organizational efficiency.

Excellent Customer Support: Customers highly value the top-notch support team of BMC Helix ITSM for its prompt assistance, valuable guidance, exceptional responsiveness to user needs, and dedication to ensuring a positive user experience. Customer service has been able to effectively tackle any issues in a timely fashion resulting in a positive end user experience.

Reviews

110 Reviews

Go-to ITSM tool for an organization

Rating: 10 out of 10

Incentivized

April 11, 2025

Use Cases and Deployment Scope

Dynamic ITSM tool, used by users to log calls/requests.

Pros

Request Logging
Communication to service Team
Workflow based approval wherever applicable
Recording change

Cons

Personalization can be taken up to next level
Interface can be updgraded
Automated approval workflows can be placed
Technology can be improved with changing time

Likelihood to Recommend

1) For service requests as per ITIL standard working.
2) For change logs, lifecycle and closure.
3) For asset recording and status.

varun kohli

Senior Executive in Information Technology at Vardhman textiles ltd. (10,001+ employees)

Vetted Review

5 years of experience

Verified on LinkedIn

Satisfied with BMC Helix ITSM. GPT is not yet integrated with all features. It has a long roadmap, but has evolved a lot compared to the previous version (OnPrem).

Rating: 8 out of 10

Incentivized

November 4, 2024

Use Cases and Deployment Scope

We use BMC Helix ITSM SaaS as Service Portal, Smart IT, Calendar, Helix GPT, Helix Insight (Proactive Problem Management and Real-Time Incident Correlation), CMDB, Helix Discovery. All business and IT requests are made through the Helix Service Portal, that is, Helix is the company's request centralizer. The CMDB and Discovery modules assist with the Incident, Change and Delivery processes.

Pros

Centralization of requests through the Service Portal
Helix Discovery keeps the CMDB up to date and complete.
The Helix Dashboard has improved 100% compared to the old Helix Report.

Cons

Integração do bot com OpenAI (HelixGPT) e Smart IT (Ask HelixGPT). Em outras palavras, o prompt do bot deveria ser o mesmo do Ask HelixGPT.
Helix Insight (Proactive Problem Management and Real-time Incident Correlation) is not flexible for word discarding.
There is no native integration between products from the same vendor, for example Control-M.

Likelihood to Recommend

We use BMC Helix ITSM SaaS in DevOps scenarios due to its ease of integration with tools such as Jira, GitHub, Bamboo, etc. In addition, we use all the Change, Incident, CMDB, Knowledge Base, etc. modules integrated. This makes it easier to manage IT processes.

Verified User

Manager in Information Technology (1001-5000 employees)

Vetted Review

3 years of experience

Just Honest

Rating: 8 out of 10

Incentivized

October 31, 2024

Use Cases and Deployment Scope

We have different use cases implementing customers. Major Problems are the quality of Products, Documentation and Support of BMC. The lack and quality of documentation is wide known. Our level of technical knowledge is strong. However the contact with BMC Support starts always on 1st level which, in my experience, is mostly incompetent, asking the same several times, taking too much time to accept we need specialists, etc.... it is hard this way.

Pros

Ticketing (Incients, Changes, Problems, Workorders)
Asset Management
DWP Catalog flexibility

Cons

Smart IT is obsolete.
New PWA should be Implemented OOTB for all forms
BMC SHould concentrate on Quality through the whole company. In my opinion, this just doesn't exist

Likelihood to Recommend

BMC Helix ITSM is solution for bigger companies. In my opinion, there is no solution for smaller customers. DWP Catalog is very flexible and works well. There is lot of space to improve the BMC Helix ITSM Look and Feel which is now like splitted between Midtier and SmartIT. And please stop to come all the time with new solutions and technologies. We don't want to learn everything becasue of BMC. Best example is Reporting. There was Reporting Engine, then SmartReporting yellowfin, now we have dashboards grafana...what will be next ? please stop!

Verified User

Professional in Information Technology (5001-10,000 employees)

Vetted Review

14 years of experience

Helix-ITSM Review

Rating: 10 out of 10

Incentivized

October 21, 2024

Use Cases and Deployment Scope

I would say that a very primary thing that it addresses is the speed at which it answers pretty much questions for every department, for every user down to that level of just the user in terms of whether it's a question about a ticket, about an issue, about a place or a CI. I think the speed at which it's able to answer everything for everybody, whatever level of employment where you are, it's able to answer all of that. I think speed is the biggest standout.

Pros

I think in presenting, I'll say in presenting search results, it does that well. And that comes to mind because throughout the years, the product has increased in its ability to present what most likely are the answers. Obviously that's due to the AI included in it now. I think that's probably why I would say search results being a major thing. I think the relationships that are now able to be made through the software in terms of different cis and not just ticket types, meaning incident or work order or change tickets, but how the relationships are made in the system and kept and tracked throughout the system. So I think probably those two that come to mind.

Cons

Think my primary for what might be a better focused on is not separating so much the product from a technician that might be an engineer or developer working in the system for a customer. In other words, keeping that relationship close. I know and understand that BMC is a software company, but somebody has to run that software, somebody has to customize it for customers. I think those two are forever married because of what the software is and that is what gives it the rating of top rating out there in the real world is that connection. I think the biggest thing is not just because otherwise you end up with people who bought something and they may or may not know how to use it and however long they're there, somebody else comes in, you're introducing them to something that's new to them probably and they don't know how to use it and there's no one there to show them because that person's moved on.

Likelihood to Recommend

The closest that I would say for less appropriate would probably be a competing company that does the same thing. Then if you were to present it to a competing company and went in there, then you've got the risk of them finding out all your things about your software that they didn't know. So there's that.
Very well-suited companies, definitely everything related to customer service. Wherever you have a service desk, a help desk, that kind of thing for sure. Definitely there. Then also on the side of and in change management particularly, I think that's pretty much suited well for just about everywhere because all companies on whatever and different levels go through making changes in and two their environments and things in their company, but it's well proven if you don't go about it the right way, you could really mess some things up pretty badly. If you've got a plan and roll things out in a certain specific way, you'll be much better off and be much more happy with your results than just, "oh yeah, let's buy that, let's do this." And so I think those are specifics.

Alfia Fisher

Vetted Review

Recommend BMC Products to all IT Operations

Rating: 10 out of 10

Incentivized

October 17, 2024

Use Cases and Deployment Scope

We are using this for customer interactions, ticketing, device management and knowledge bases. Our CSR's are utilizing the ticketing for our customer relations and problem resolution in tandem with our evolving knowledge bases inside BMC Helix ITSM

Pros

Ticketing
categorization of incidents
reporting

Cons

Some instances of glitching, lag in the interface
more control over interface customization for end users preferences
duplication recognition capabilities

Likelihood to Recommend

We have been using this product for over 10 years and it has been reliable and useful through the journey

Robert McAllister

Network Engineer in Engineering at General Dynamics IT (201-500 employees)

Vetted Review

3 years of experience

BMC Helix ITSM Review - IA

Rating: 8 out of 10

Incentivized

October 17, 2024

Use Cases and Deployment Scope

We use BMC Helix ITSM to support our service management workflows within our demo environment to support incident management, problem management, and change management use cases. It addresses the ability to show and deliver a demo system for "what good looks like" for service management. It also allows us to build complex approval workflows.

Pros

It allows multiple levels of approvals for request management workflows
It helps us to understand change impact analysis for change management workflows
It connects well with other BMC tools

Cons

It could do better integrating with products outside of the BMC Helix ITSM toolset
It could have better end user functionality for its service portal

Likelihood to Recommend

Change Management workflows

Verified User

Consultant in Professional Services (10,001+ employees)

Vetted Review

1 year of experience

My Independent Review

Rating: 8 out of 10

Incentivized

October 17, 2024

Use Cases and Deployment Scope

We support various customers across industries on there ITSM Journey/Projects, We are a BMC Partner in South Africa and implemented the BMC Helix ITSM solution for various customers.

One problem customers have is where the existing solution they use do not have all the capabilities they are looking for. We engage with the customer to then enable them to onboard the unique capabilities BMC Helix ITSM has to offer.

Another problem is where there is a disconnect between the back office and the self-service users and service desk users. With the abiiity to communicate and use swarming adds a lot of benefit in resolving issues faster specifically saving time from a WAR room perspective.

Pros

Seamless interoperability between solutions
Easy integration capabilities
Allowing infusion of operations into service management providing the service desk real time visibility of a service.

Cons

Marketing to outperform competitors like ServiceNow
Better mobile experience in specific to Asset Management
Channel agnostic approach to be more seamless so customers can use BMC Helix ITSM across channels regardless.

Likelihood to Recommend

The BMC CMDB is VERY strong in the market and we have a unique edge above competitors. With the latest Agentic Agents on the CMDB side, I believe BMC is even going to set themselves apart from the rest.

The ability to run on-premise is key but need to work on the ability to run HelixGPT on premise.

Francois Seegers

Blue Turtle Technologies in Product Management at Blue Turtle Technologies (51-200 employees)

Vetted Review

Reseller

25 years of experience

View profile

Thanks BMC

Rating: 9 out of 10

Incentivized

October 16, 2024

Use Cases and Deployment Scope

We use it for incident, change, and service request management. Enables a more seamless experience for customers, users, and stakeholders. Helix supports 50K incidents, 100K changes, and 30K service requests annually.

Pros

Easy to use interface
tightly integrated with the knowledge base.
Helpful dashboards and consoles.

Cons

#1 complaint from my front line analysts is the inability to delete/remote a saved note from an incident.

Likelihood to Recommend

Well suited for incident management, but does not seem to be well suited as a development work management tool, therefore we have two different technologies at play in our company,

Verified User

Manager in Customer Service (5001-10,000 employees)

Vetted Review

10 years of experience

ITSM Review

Rating: 10 out of 10

Incentivized

October 16, 2024

Use Cases and Deployment Scope

Working on an enterprise Helix environment. full ITSM and DWP

Pros

dwp services
Smart Recorder
Progressive views

Cons

work order is not in sync with the rest of ITSM
More examples for DWP objects
a way to pass 1st level support for developers

Likelihood to Recommend

Have been working with ARS since 1996.

Verified User

Consultant in Information Technology (1-10 employees)

Vetted Review

28 years of experience

ITSM Review

Rating: 10 out of 10

Incentivized

October 16, 2024

Use Cases and Deployment Scope

I work in the government sector moving multiple government agencies into a single 23.3 Enterprise system

Pros

Approvals
Notifications
Digital Workplace (Service Development)

Cons

Notifications for DWP (bring them into the Helix Notification Engine)
DWP Branding (give us the options that are available in the Studio pages)

Likelihood to Recommend

Even though there are things I would like improved, it's clear that BMC Remedy Helix is an industry leader in Service Management (ITSM). I have recommended it many times over the nearly 30 years I've worked with Remedy

Drew Hunt

Remedy Developer in Information Technology at Bare Bonez Technology Services (1-10 employees)

Vetted Review

28 years of experience

Loading Reviews List....

Video reviews

View playlist

Helix-ITSM Review

Rating: 10 out of 10

Incentivized

October 21, 2024

Use Cases and Deployment Scope

Pros

I think in presenting, I'll say in presenting search results, it does that well. And that comes to mind because throughout the years, the product has increased in its ability to present what most likely are the answers. Obviously that's due to the AI included in it now. I think that's probably why I would say search results being a major thing. I think the relationships that are now able to be made through the software in terms of different cis and not just ticket types, meaning incident or work order or change tickets, but how the relationships are made in the system and kept and tracked throughout the system. So I think probably those two that come to mind.

Cons

Think my primary for what might be a better focused on is not separating so much the product from a technician that might be an engineer or developer working in the system for a customer. In other words, keeping that relationship close. I know and understand that BMC is a software company, but somebody has to run that software, somebody has to customize it for customers. I think those two are forever married because of what the software is and that is what gives it the rating of top rating out there in the real world is that connection. I think the biggest thing is not just because otherwise you end up with people who bought something and they may or may not know how to use it and however long they're there, somebody else comes in, you're introducing them to something that's new to them probably and they don't know how to use it and there's no one there to show them because that person's moved on.

Likelihood to Recommend

Alfia Fisher

Vetted Review