BMC Helix ITSM

Score9 out of 10

259 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

Most Frequent Users

Top 3 industries using BMC Helix ITSM.

Based on HG Insights installation data

View all Reviews

#1 most frequent

Professional, Scientific, and Technical Services

27.7%

597 installations of 2,155

#2 most frequent

Information

11.2%

242 installations of 2,155

#3 most frequent

Manufacturing

9.8%

211 installations of 2,155

Khushi Prithiani

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

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)

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

Verified User

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

Use Cases and Deployment Scope

We need to produce the SLA KPI reports and data presentation for our customers. This can help us better. We also use HELIX schedule management tools.

Pros

Reporting
Dashboard
Presentation

Cons

How to present data.
Use test cases.

Return on Investment

It has productivity gains

Usability

Alternatives Considered

BMC Helix ITSM

Other Software Used

BMC Helix Configuration Management Database (CMDB)

Verified User

Team Lead in Information Technology (10,001+ employees)

Use Cases and Deployment Scope

I use BMC Helix ITSM to automate the ITSM process in our organization when dealing with Unified Service & Operations Management, Enterprise DevOps, and Complex Change Management.

Pros

Improved Change Management.
ITIL alignment.
AI powered Automation.

Cons

Performance & Scalability.

Return on Investment

100% Positive ROI.
Intelligent automation and orchestration.

Usability

Alternatives Considered

Jira Service Management

Other Software Used

Jira Service Management, Freshservice, SysAid

BMC Helix ITSM

What is BMC Helix ITSM?

Categories & Use Cases

Media

BMC Helix ITSM 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

Who Buys & Uses BMC Helix ITSM

Most Frequent Users

Professional, Scientific, and Technical Services

Information

Manufacturing

Most Frequent Users

Small Businesses

Mid-sized Companies

Enterprises

Most Frequent Users

United States of America

United Kingdom of Great Britain and Northern Ireland

India

BMC Helix ITSM 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

Return on Investment

Usability

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Alternatives Considered

Other Software Used

BMC Helix ITSM Alternatives