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BMC Helix ITSM pros and cons

Vendor: BMC Helix

4.0 out of 5

78 reviews
87% willing to recommend

Pros & Cons summary

BMC Helix ITSM is known for its customization ability, automation, and orchestration, enhancing IT process management by improving reporting capabilities and seamless integration with tools like email and SMS. Despite its strengths, users report stability and scalability issues, complex deployment, and integration challenges, particularly with ITOM. Support and documentation inadequacies increase costs and customization needs. These challenges affect implementation and scalability, impacting the overall effectiveness of BMC Helix ITSM in some organizations.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Prominent pros & cons

PROS

BMC Helix ITSM enhances change management and incident management processes, providing significant improvements in service desk alignment with ITIL fundamentals.

It facilitates excellent automation and orchestration, allowing for the rapid resolution of issues across departments.

Customization and extensibility are key strengths, enabling it to adapt to diverse business needs and processes.

Smart Reporting in BMC Helix ITSM empowers users to create their own reports, significantly improving IT processes and decision-making.

The integration and scalability of BMC Helix ITSM make it highly suitable for large enterprises, supporting efficient service level management and configuration.

CONS

SmartIT lacks PR integration which is critical for aligning Remedy's views.

Upgrade from 8.1 to 9.1 caused licensing and stability issues, requiring numerous fixes that worsened the situation.

There are scalability and stability issues, alongside the integration and upgrade processes being nontransparent.

BMC Helix ITSM's deployment is costly and complex, with a lack of essential analytics features and training resources.

BMC Helix ITSM's customization requires vendor support, incurring extra costs and making it inflexible for end-users.

BMC Helix ITSM Pros review quotes

Remedy Developer at a tech vendor with 1,001-5,000 employees

Dec 18, 2017

MyIT is simple to use and its mobility is a big plus for our on the go users.

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Programmer/Analyst at a insurance company with 1,001-5,000 employees

Dec 18, 2017

Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people.

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Sr. Programmer/Analyst at a government with 10,001+ employees

Dec 18, 2017

Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports.

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Free Report: BMC Helix ITSM Reviews and More

Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: January 2026.

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Information Security Specialist at a financial services firm with 501-1,000 employees

Dec 18, 2017

Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues.

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JC

Senior Software Engineer at a manufacturing company with 10,001+ employees

Dec 18, 2017

It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area.

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BMC Remedy ITSM Admin/Developer at a retailer with 10,001+ employees

Dec 18, 2017

Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother.

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Service Management Senior Systems Analyst at a financial services firm with 1,001-5,000 employees

Dec 18, 2017

With service requests, we have been able to give visibility to the business users.

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SK

Siva Sankara Prasad Kaza

IT Software Engineer at a manufacturing company with 10,001+ employees

Dec 18, 2017

The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly.

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Senior Developer Technical Lead at a tech vendor with 1,001-5,000 employees

Dec 19, 2017

Provides a clean front-end for our users to log requests and has rich ITSM functionality.

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ICT Specialist with 10,001+ employees

Dec 19, 2017

Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers.

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BMC Helix ITSM Cons review quotes

Remedy Developer at a tech vendor with 1,001-5,000 employees

Dec 18, 2017

SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT.

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Programmer/Analyst at a insurance company with 1,001-5,000 employees

Dec 18, 2017

We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved. During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time.

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Sr. Programmer/Analyst at a government with 10,001+ employees

Dec 18, 2017

Adding additional fields does not work very well.

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Free Report: BMC Helix ITSM Reviews and More

Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: January 2026.

880,315 professionals have used our research since 2012.

Information Security Specialist at a financial services firm with 501-1,000 employees

Dec 18, 2017

We have experienced outages, because some other customers did something on the same cluster that we share.

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JC

Senior Software Engineer at a manufacturing company with 10,001+ employees

Dec 18, 2017

The interface is somewhat dated as compared to technologies in use today.

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BMC Remedy ITSM Admin/Developer at a retailer with 10,001+ employees

Dec 18, 2017

Needs to make customizable/configurable article templates in the Knowledge Management.

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Service Management Senior Systems Analyst at a financial services firm with 1,001-5,000 employees

Dec 18, 2017

I would also love to see consistency across all consoles.

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SK

Siva Sankara Prasad Kaza

IT Software Engineer at a manufacturing company with 10,001+ employees

Dec 18, 2017

The interface is one major complaint about this product.

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Senior Developer Technical Lead at a tech vendor with 1,001-5,000 employees

Dec 19, 2017

The Approval Central system needs to be refreshed.

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ICT Specialist with 10,001+ employees

Dec 19, 2017

Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another.

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Product Categories

Product Categories

IT Service Management (ITSM)

Help Desk Software

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Product Categories

Product Categories

IT Service Management (ITSM)

Help Desk Software

Popular Comparisons

Popular Comparisons

ServiceNow vs BMC Helix ITSM

Zendesk vs BMC Helix ITSM

IFS Cloud Platform vs BMC Helix ITSM

JIRA Service Management vs BMC Helix ITSM

Freshservice vs BMC Helix ITSM

ManageEngine ServiceDesk Plus vs BMC Helix ITSM

Freshdesk vs BMC Helix ITSM

Salesforce Service Cloud vs BMC Helix ITSM

SymphonyAI IT Service Management vs BMC Helix ITSM

Ivanti Neurons for ITSM vs BMC Helix ITSM

TOPdesk vs BMC Helix ITSM

Clarity SM vs BMC Helix ITSM

SCSM vs BMC Helix ITSM

HaloITSM vs BMC Helix ITSM

ConnectWise PSA vs BMC Helix ITSM

See all alternatives

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