BMC Helix ITSM Reviews

Vendor: BMC

4.0 out of 5

78 reviews
87% willing to recommend

2,837 followers

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 #4 ranked solution in top Help Desk Software and top IT Service Management (ITSM) solutions. 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 69% 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 849,686 peers since 2012

Featured BMC Helix ITSM reviews

Fairoz Gadad

Project Manager at a computer software company with 1,001-5,000 employees

BMC's technical support team needs to improve. Right now, the problem over here is we are not getting the exact answers on time. Their engineers are mainly based in the US or Israel, and we get comprehensive dedicated support. Some of the Indian customer service representatives are also outstanding. Unfortunately, in the past six months or seven months, I've been getting brand-new engineers. Either they're not entirely aware of most cases, or they don't know how to troubleshoot further. So for any product to be stable and work correctly, BMC must ensure that customer service is excellent. Even though if your product is a hundred percent, we'll have problems marketing it to our customers.

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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 May 2025, the mindshare of BMC Helix ITSM in the IT Service Management (ITSM) category stands at 11.1%, down from 13.6% 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)	May 1, 2025	Download
Product	Reviews, tips, and advice from real users	May 1, 2025	Download
Comparison	BMC Helix ITSM vs ServiceNow	May 1, 2025	Download
Comparison	BMC Helix ITSM vs JIRA Service Management	May 1, 2025	Download
Comparison	BMC Helix ITSM vs ManageEngine ServiceDesk Plus	May 1, 2025	Download

Title	Rating	Mindshare	Recommending
ServiceNow	4.3	23.9%	92%	217 interviews Add to research
JIRA Service Management	4.1	9.8%	93%	86 interviews Add to research

Valuable Features

BMC Helix ITSM offers flexible customization, seamless integration, user-friendly interfaces, and extensive ITIL process coverage. Features like incident management, change management, and a comprehensive CMDB boost operational efficiency. Automation, self-service portals, and advanced reporting streamline workflows, enhancing service levels. Its adaptability allows for tailored solutions across various industries, while chatbots and digital workspaces elevate user experience. The platform's rich functionality and scalability address diverse business requirements effectively.

"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."
"The solution's most valuable features are automation and orchestration."

Room for Improvement

BMC Helix ITSM faces criticism for its complex and user-unfriendly interface, inadequate reporting features, and challenging customization processes. The system's outdated architecture and lack of seamless integration with modern technology hinder efficient workflows. Users express concerns about documentation quality, high costs, and limited support. The upgrade process is cumbersome, and performance issues persist, while features like a mobile app, AI enhancements, and better web services remain in demand for improved functionality and ease of use.

"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

Users indicate varied outcomes for ROI from BMC Helix ITSM. Some find it meets expectations and sees benefits in automation and stability, while others suggest low returns or undefined financial impacts. There is emphasis on integration enhancing value, especially when linked with other applications. Cost-effectiveness is questioned, comparing it to custom platforms. Users highlight enhancements in delivery and self-paying potential. There is appreciation for customization and satisfaction contributing to perceived return on investment.

Pricing

BMC Helix ITSM pricing is perceived as high, with annual licenses impacting costs significantly. Users suggest careful planning of floating and fixed licenses to optimize expenses. Third-party usage monitoring tools can aid in managing and reducing licensing costs. Though considered expensive, especially compared to competitors like ServiceNow, BMC Helix ITSM is favored for its robust features and reliability. Negotiation on user licensing, maintenance, and bulk purchasing is advised to manage overall expenditure.

"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 primarily use BMC Helix ITSM for managing IT service processes, including incident, problem, change, and asset management. It facilitates tracking of tickets, manages IT infrastructures, aligns IT operations with ITIL best practices, and supports customers through help desk functions. Users employ it for reporting, creating service requests, and customizing templates. It integrates with other tools for data analysis, effectively minimizing downtime and streamlining service management operations across various sectors like telecommunications and financial industries.

Service and Support

BMC Helix ITSM offers varied customer service experiences, with communication challenges occasionally arising. Premier support is praised for its responsiveness, while basic levels may face delays. Email is the preferred contact method. Technical support quality fluctuates, sometimes lacking expertise. Some reviews highlight timely issue resolution, while others note delays or repetitive questioning. Despite areas for improvement, many users find value in the assistance provided.

Deployment

BMC Helix ITSM's initial setup varies in complexity. Some users find it straightforward, especially with prior system knowledge or a simple environment, while others face challenges due to customizations or integrations. Large deployments and data migrations add complexity. Proper planning, adherence to guidelines, or expert support often make the process smoother. Timeframes for setup range widely, influenced by deployment models, such as cloud-based, which tend to be easier compared to on-premise setups.

Scalability

Many users indicate BMC Helix ITSM is highly scalable, accommodating various user sizes without major issues. They highlight its ability to meet organizational needs, from small to large enterprises. Ratings for scalability are generally high, often at 8 to 10 out of 10. However, some note infrastructure demands and customization limits. Despite this, its horizontal and vertical scalability, especially with proper hardware, is seen as a strong asset in handling large user bases efficiently.

Stability

BMC Helix ITSM is largely stable, though initial releases can be unstable. Stability is heavily tied to system architecture and customizations. Many users report no issues, but some encounter slow data processing and memory management challenges. Version shifts can impact performance until settled. Updates and patches have occasionally caused disruptions, yet overall feedback suggests high reliability and performance satisfaction when well-configured. Adjustments to browser settings and infrastructure improvements often enhance stability.

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

15%

Government

Manufacturing Company

Healthcare Company

Insurance Company

Retailer

Educational Organization

University

Energy/Utilities Company

Transportation Company

Real Estate/Law Firm

Comms Service Provider

Construction Company

Outsourcing Company

Wholesaler/Distributor

Media Company

Recreational Facilities/Services Company

Hospitality Company

Legal Firm

Marketing Services Firm

Pharma/Biotech Company

Consumer Goods Company

Non Profit

Logistics Company

Performing Arts

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.