BMC Helix ITSM Reviews in February 2025: User Ratings, Pros & Cons

"Great program"

What do you like best about BMC Helix ITSM? Super fast to use I prefer this to other programs What do you dislike about BMC Helix ITSM? Nothing at all it's great how it is. I wouldn't want any other features What problems is BMC Helix ITSM solving and how is that benefiting you? Any problems our systems may have get put into BMC

"Good tool for ticket and report handling"

What do you like best about BMC Helix ITSM? Enterprise-level tool that is used globally for service management and routing of incidents. Integrations with DevOps tools, New Relic, OIC. Built in knowledge management for effective use and upto date information. What do you dislike about BMC Helix ITSM? ServiceNow is more of an updated version where work will be done with ease. Less Connectors with SAAS compared to other tools. Language is non json which is harder to write. What problems is ...

"TICKETING TOOL WITH MANY OPTIONS"

What do you like best about BMC Helix ITSM? Navigation between searching and filtering fhe incidents and work orders is excellent What do you dislike about BMC Helix ITSM? Its a bit laggy and need an enhance upgrade over few of the competing toold lively used in the market today as compared with service now What problems is BMC Helix ITSM solving and how is that benefiting you? It usually create tickets which can be used to refer the users issue and to create an instant resolution for the ...

"A Well Made Service Management tool"

What do you like best about BMC Helix ITSM? The ease with which we were able to integrate the application with Symphony Summit AI. What do you dislike about BMC Helix ITSM? Some of the flow etc. can be complex to confgure. What problems is BMC Helix ITSM solving and how is that benefiting you? By integrating our service management tool with BMC Helix Service management tool, we were able to ensure seamless processing of our incident and change management.

"Need to change the UI"

What do you like best about BMC Helix ITSM? Helix is super easy tracking tool, It is Powerful that we can handle multiple tickets at a same time. What do you dislike about BMC Helix ITSM? But UI is very old and needed to be changed It is also very very slow when switching between tabs and options Recommendations to others considering BMC Helix ITSM: It is easy to use and precise to work on it. Bulk task handeing can be handed easly that you no need to manually work in each and every tickets ...

"Helix is an real AI solution"

What do you like best about BMC Helix ITSM? I like the best is SaaS Environment. It's a top solution with lot of new AI/ML capabilities and new product around ITSM to ease customer working. This is real ITSM. What do you dislike about BMC Helix ITSM? Late commer in SaaS. BMC has entered in SaaS market little late but it enters with the latest capabilities. What problems is BMC Helix ITSM solving and how is that benefiting you? Leverging the capability of AI & ML for various stages of ITSM. ...

"BMC Helix ITSM"

What do you like best about BMC Helix ITSM? Easy to use and many options to modify according to users' needs. What do you dislike about BMC Helix ITSM? I need to report pulling function should work adequately. What problems is BMC Helix ITSM solving and how is that benefiting you? Customer incidents.

"BMC Remedy"

What do you like best about BMC Helix ITSM? Easy to assign the tickets. Bulk assignment is possible. Incident SLA is colour coded in red, yellow, green. Easy to extract the report and can be schedule the report so not to download. What do you dislike about BMC Helix ITSM? It sometimes gives error while bulk assignment because we need to add few details for all incident. Can't open in two browser at same time. Takes time while assigning. What problems is BMC Helix ITSM solving and how is ...

"Remedy BMC"

What do you like best about BMC Helix ITSM? In remedy, we can assign incident in bulk, resolve or update in bulk. It gives many options such as to find incident in advance mode. SLA has been set and red green and yellow colour has been used for it. What do you dislike about BMC Helix ITSM? Sometimes it logout automatically and requires query to search tickets. It doesn't support advance API where we can use that in auto assign as per our requirement. What problems is BMC Helix ITSM solving ...

"Steadfast Leader In ITSM Continues To Shine"

What do you like best about BMC Helix ITSM? The service and support are overall excellent. Only for some products, it takes too long to have a solution or sometimes even an answer. The products are at some points average (Smart-IT) and some points compelling (Innovation Suite). Digital Workplace is also a solid product but has some weak points, and hopefully, with getting it into the Innovation Suite, it will be that strong, I wish, and I need it. We realized significant cost savings with ...