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

"Good ITSM suite"

What do you like best about BMC Helix ITSM? That enterprise level ITSM software. Who are looking to implement ITIL practices, This will will help you do so, With module like asset, incident, management etc..Will give you confidence across the business vertical What do you dislike about BMC Helix ITSM? Not easy to configure, you require lot of technical help to manage this implementation Recommendations to others considering BMC Helix ITSM: Good for managing enterprise ITSM services but ...

"I am a technical Support Enginner with EMC, and work daily with BMC Remedy for job purposes."

What do you like best about BMC Helix ITSM? It's easy to do searches for the ticket that you need. What do you dislike about BMC Helix ITSM? It needs perhaps a different look. By that I mean make it easier on the eyes. We work with it daily, and creativity goes a long way. Linking tickets together that can be related or alike could be easier done. What problems is BMC Helix ITSM solving and how is that benefiting you? VERY technical issues that involve high paying customers. The fact that i ...

"Powerful, Complex Software"

What do you like best about BMC Helix ITSM? This software can be configured to do just about anything and is used in many very successful companies. What do you dislike about BMC Helix ITSM? This software can be expensive to configure Recommendations to others considering BMC Helix ITSM: Please note that this software may be too robust for your needs if you have a smaller company. However, it is quite scalable. What problems is BMC Helix ITSM solving and how is that benefiting you? Remedy ...

"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.

"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.

"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 ...

"The most detailed service management experience available"

What do you like best about BMC Helix ITSM? Remedy allows to give support to customers on a large scale giving access to an immense quantity of information to help manage every kind of issues. For an ISP is the ideal solution. What do you dislike about BMC Helix ITSM? Despite the very large integration, Remedy is not as flexible as it seems to be, requiring a lot of tuning and internal best practice to be used at his best. What problems is BMC Helix ITSM solving and how is that benefiting ...

"Complete ITSM tool"

What do you like best about BMC Helix ITSM? The way you can relate all relevant information to any type of ticket, it's a powerful and must-use capability within Remedy. You can have any number of related tickets, for example, set a bunch of incidents as child incidents of another one, then set a change record as the cause for the parent incident, and another one as the change that resolved such incident. Finally, you can set a problem record as the one in which all investigation is being ...