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

"Remedy reviewed!"

What do you like best about BMC Helix ITSM? The ease of accessing information and working with the screens once entered. As Helpdesk manager I was relying on much of the data from Remedy to provide reports to upper management. What do you dislike about BMC Helix ITSM? With internal configurations setup some of the screens were not explained too well and were hard to work with Recommendations to others considering BMC Helix ITSM: I would suggest that once configured on site, make sure ...

"Used to create and manage network tickets. "

What do you like best about BMC Helix ITSM? Customer/issue history. Ability to link records/tickets. What do you dislike about BMC Helix ITSM? Limited ability to customize exploratory questions and resolutions What problems is BMC Helix ITSM solving and how is that benefiting you? Manage and resolve network failures/issues.

"Overall not very impressed"

What do you like best about BMC Helix ITSM? Different modules are available, I use it mainly for change management What do you dislike about BMC Helix ITSM? the initial experience can be cumbersome. It requires a thorough knowledge of the tool and how the internal processes are run What problems is BMC Helix ITSM solving and how is that benefiting you? I use it as part of ITSM, mainly change management. Can’t do without

"Ticketing.."

What do you like best about BMC Helix ITSM? I like being able to create queries to filter out criteria of my own choosing. What do you dislike about BMC Helix ITSM? There is a lack of flexibility as far as customizing layout or exporting data to other databases for use in app development Recommendations to others considering BMC Helix ITSM: Skip and go to service now What problems is BMC Helix ITSM solving and how is that benefiting you? Some of the problems I solve include finding patterns ...

"Easy to Use and Administer"

What do you like best about BMC Helix ITSM? This is a straight forward ticketing system that is easy to setup and administer. The features offer all the search and support capabilities you could want. What do you dislike about BMC Helix ITSM? The interface is a little "old-fashioned" and does not have all the best bells and whistles as far as visual appeal. However, don't let that stop you from using this software. It offers great search features, email notifications, etc. Recommendations ...

"Functional tool for large scale "

What do you like best about BMC Helix ITSM? It’s a great tool for an enterprise level organization. Helps keep track of multiple tickets. What do you dislike about BMC Helix ITSM? Searching specific items can be a bit tricky unless you have a pre populated script to work off of What problems is BMC Helix ITSM solving and how is that benefiting you? Organization is a breeze with remedy and allows multiple users and departments to chip in when needed

"Transitioning to BMC"

What do you like best about BMC Helix ITSM? The transition so far to remedy has been smooth and well supporter. The community as well has been extremely helpful in resolving issues. What do you dislike about BMC Helix ITSM? The program feels a little cluttered and hard to navigate at times. It has also shown to be difficult to explain to some users. What problems is BMC Helix ITSM solving and how is that benefiting you? It is a much more centralized and powerful engine to manage our company.

"Well designed help desk solution"

What do you like best about BMC Helix ITSM? Remedy has a really easy to use interface with a simple to follow layout that even nontechnical users could get to grips with quickly. What do you dislike about BMC Helix ITSM? This may have only been an issue with the setup at my previous job but when searching for certain criteria you had to preface with either an @ or ! depending on the search. Obviously not an end of the world issue but it is annoying to have to refuse the search when you use ...

"Remedy is one of the best ITIL aligned tool in the market"

What do you like best about BMC Helix ITSM? Alignment of tool to ITIL processes.Its powerful and can be used for quickly building custom applications. What do you dislike about BMC Helix ITSM? Complexity of Remedy back-end architecture Browser compatibility and cache issues Upgrade is too hard. Recommendations to others considering BMC Helix ITSM: Explore the market and be clear of your requirements What problems is BMC Helix ITSM solving and how is that benefiting you? Better processes and ...

"Great for incident management"

What do you like best about BMC Helix ITSM? it’s excellent for incident management and tracking, processing, of tickets What do you dislike about BMC Helix ITSM? User interface not as friendly as I’d like it to be, I also wish it had a more streamlined way of entering defects in batches What problems is BMC Helix ITSM solving and how is that benefiting you? We used it for incident management and it made us realize our incidents fall into very specific batches