BMC Helix ITSM Reviews in January 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

"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 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 ...

"Amazing tool with lot of customizations"

What do you like best about BMC Helix ITSM? This is the best incident management and service request tracking tool for enterprise level companies which helps to streamline the operations and create effective workflows for multiple processes within the company. The time to resolution tracking is reduced to great extent and the tracking becomes very easy. The BMC Support is also decent What do you dislike about BMC Helix ITSM? Upgrading the support system will be helpful and having dedicated ...

"Essential tool for ticketing purpose"

What do you like best about BMC Helix ITSM? Great tool for ticketing purpose. Easy to understand. Includes all the ITIL practices like incident management, problem management, change management etc. good process workflow What do you dislike about BMC Helix ITSM? Nothing much to dislike about this product but only thing is that its a bit complex. Recommendations to others considering BMC Helix ITSM: Great ticketing tool for business purpose What problems is BMC Helix ITSM solving and how is ...

"Run and reinvent"

What do you like best about BMC Helix ITSM? Remedy gives you best options either on premise or on cloud solution. Not only that. You can deploy the solution in different powerful or known platforms such as AWS and Azure. Remedy is also a Multi tenancy supported as well as SSO. Remedy is very customer centric solution. Most importantly it is ITIL aligned. So process for IT service management helps our business digitally transformed What do you dislike about BMC Helix ITSM? I dislike is the ...

"User friendly, easy to use, graphical"

What do you like best about BMC Helix ITSM? How you can filter each of the task and manage them. Option to export a report to excel /Xps and filter based it based on name submitted date/time, Assignee, team etc. You can picture the entire flow of IT Asset Management and know where a certain request/ incident is pending. What do you dislike about BMC Helix ITSM? Sometimes there arises technical glitch. Yhe work logs suddenly disappears . You think you might not have saved it or not done that ...

"Remedy on Cloud is the best ITSM ever"

What do you like best about BMC Helix ITSM? From the time Remedy moved to cloud its one of the best ITSM tool ever, from fetching the reports to the Incident and Change from everything is perfect and as per the need. What do you dislike about BMC Helix ITSM? The reporting part could be better which I like in ServiceNow. Otherwise everything is good. Recommendations to others considering BMC Helix ITSM: Go for remedy other that servicenow What problems is BMC Helix ITSM solving and how is ...

"Use remedy weekely"

What do you like best about BMC Helix ITSM? Really easy way to track and submit tickets for a large org. What do you dislike about BMC Helix ITSM? User interface is outdated and often confusimg What problems is BMC Helix ITSM solving and how is that benefiting you? IT support tickets. It integrates with out SSO solution and allows us to view and track results in real time.