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BMC Helix ITSM Reviews

Vendor: BMC

4.0 out of 5

79 reviews
87% willing to recommend

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 #3 ranked solution in top IT Service Management (ITSM) solutions and #6 ranked solution in top Help Desk Software. 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 68% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 19% of all views.

Helped 861,490 peers since 2012

Featured BMC Helix ITSM reviews

Ameet Darole

IT Service Delivery at Abcl

We had a manual event management process and a separate monitoring tool called Dynatrace. The alerts generated did not flow to the ITSM tool. With BMC Helix ITSM, the alerts flow and auto-route to respective technical support. If the alerts are resolved, the ticket will be automatically closed. So, the workload and automation are much better now. BMC Helix ITSM is a fast platform, so it is quite manageable. I would recommend BMC Helix ITSM to other users because it is a good solution. Overall, I rate the solution an eight out of ten.

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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 July 2025, the mindshare of BMC Helix ITSM in the IT Service Management (ITSM) category stands at 9.7%, down from 13.4% compared to the previous year, according to calculations based on PeerSpot user engagement data.

IT Service Management (ITSM)

PeerResearch reports based on BMC Helix ITSM reviews

Type	Title	Date
Category	IT Service Management (ITSM)	Jul 13, 2025	Download
Product	Reviews, tips, and advice from real users	Jul 13, 2025	Download
Comparison	BMC Helix ITSM vs ServiceNow	Jul 13, 2025	Download
Comparison	BMC Helix ITSM vs JIRA Service Management	Jul 13, 2025	Download
Comparison	BMC Helix ITSM vs ManageEngine ServiceDesk Plus	Jul 13, 2025	Download

Title	Rating	Mindshare	Recommending
ServiceNow	4.2	21.8%	91%	222 interviews Add to research
JIRA Service Management	4.1	9.1%	93%	86 interviews Add to research

Valuable Features

BMC Helix ITSM offers extensive ITIL process coverage and customization flexibility. Key features include incident and change management, automation, CMDB, seamless integration, robust reporting, and adaptability across various industries. It excels in workflow automation, enabling rapid service request processing and efficient issue resolution. Its user-friendly interface, out-of-the-box functionalities, and scalability are highly valued. Advanced features like chatbots, digital workplace, and self-service portals enhance user experience and operational efficiency.

"BMC Helix ITSM is a good product out-of-box, with a lot of functionalities built-in, so there is no need to worry—just plug and play."
"Resolution time has decreased significantly since implementing the self-service portal."
"The most valuable features of BMC Helix ITSM for us are CMDB and discovery."

Room for Improvement

BMC Helix ITSM faces challenges with its user interface, customization capabilities, and performance. Its migration and upgrade processes are complicated. Reporting and documentation require enhancements, while cloud support remains underdeveloped. The system can be overly complex and lacks seamless integration with other tools. The need for better customer support is evident, as is the demand for a more flexible and modern web interface. Technical support and pricing structure also need attention.

"In User Group sessions held by BMC in India, I mentioned the challenges with vast documentation, making it difficult to find the right information quickly. However, we lack access to a sandbox for in-house development, which was very helpful for hands-on work with new features."
"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."

ROI

Opinions on BMC Helix ITSM's ROI vary. Some suggest it's perfect due to its pricing model while others see a low return or are unable to assess it. There's praise for customization and stability, yet financial terms are hard to evaluate. ROI improves with module integration within ITSM and other applications. It's noted that costs can be justified if development focuses on automation over maintenance. It saves time yet clear savings are not always demonstrable.

Pricing

BMC Helix ITSM's pricing and licensing, while perceived as high, generally offer value through comprehensive features and strong market reputation. Enterprises emphasize the importance of strategic license management, recommending analysis of floating and fixed licenses to optimize costs. Third-party tools for usage monitoring aid in cost-effectiveness, and while bulk purchases may reduce expenses, negotiation remains key. Comparisons suggest its price is competitive with alternatives like ServiceNow but still necessitates budget considerations in IT planning.

"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

Organizations use BMC Helix ITSM for IT service management, covering incident, problem, and change management. It serves as an ITIL solution for tracking company assets, managing tickets, and fulfilling requests. They utilize it for integrating tools, reducing downtime, and enhancing operations. Many incorporate modules like CMDB and discovery, handle infrastructure management, log calls, and manage end-user requests. It efficiently supports service assurance, ensuring streamlined handling of IT processes with automated ticketing and asset management.

Service and Support

BMC Helix ITSM's customer service varies significantly, with lower tiers experiencing delays while premier support is efficient. Technical support shows improvements, though inconsistency remains. Users appreciate responsiveness, but communication and expertise issues persist, especially with new staff. Premier support aids in complex upgrades effectively. Many express desire for streamlined processes and local support. Email response preference is noted, but some seek quicker resolutions via direct communication. Overall, users rate it between 7 and 10.

Deployment

BMC Helix ITSM's initial setup experiences vary, being complex for many due to required customizations and integrations. Some found it straightforward when following guides. Time for deployment ranged from a day to over a year, often requiring skilled personnel to manage configurations. Challenges included compatibility and data migration. Those with technical expertise found the setup easier, while clients unfamiliar with requirements found it complicated. Settings like on-premise or cloud affected the process length and complexity.

Scalability

BMC Helix ITSM is highly scalable, handling various user loads seamlessly. Many have experienced no limitations, adapting well even in large enterprises. Some note needing substantial infrastructure for optimal performance. While generally effective in scalability, certain competitors like ServiceNow may offer even more robust capabilities. Scalability ratings often range from seven to ten out of ten, indicating strong satisfaction. Implementing on a cloud enhances scalability opportunities, maintaining performance across different configurations and user requirements.

Stability

BMC Helix ITSM is generally stable, with most users reporting minimal issues. Initial setups may encounter challenges, but stability improves over time. External factors such as custom code and infrastructure impact stability. Some report occasional freezes or memory issues, but many users find it reliable. Adjustable to specific architectures, the application will perform well with proper configuration. Users rate the stability highly, often noting improvements with newer releases.

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

19%

Financial Services Firm

14%

Manufacturing Company

Government

Healthcare Company

Insurance Company

Educational Organization

University

Energy/Utilities Company

Real Estate/Law Firm

Retailer

Performing Arts

Transportation Company

Construction Company

Comms Service Provider

Wholesaler/Distributor

Media Company

Outsourcing Company

Recreational Facilities/Services Company

Marketing Services Firm

Hospitality Company

Non Profit

Pharma/Biotech Company

Legal Firm

Consumer Goods 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.