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

"Adequate product for daily use of ticket entry"

What do you like best about BMC Helix ITSM? The search is quite fast. I'm able to pull up historical tickets in an extremely short amount of time. What do you dislike about BMC Helix ITSM? The interface is a little on the antiquated side, but I'm not using it for looks. What problems is BMC Helix ITSM solving and how is that benefiting you? Keeping track of customer tickets to minimize duplication of effort.

"BMC Remedy Review"

What do you like best about BMC Helix ITSM? We use this product for Work order assignment and review. I like that it is available via a web portal so that our techs can be on site to get information about the work ticket and also search the knowledge base that we built, we are able to post "How to" document for all of our technicians in the field. Just incase the come across an issue that has been resolved in the past. This software can be modified to suit your environment. What do you ...

"It's good for what ails you."

What do you like best about BMC Helix ITSM? BMC Remedy is an excellent support management tool. It integrates well with our systems and tracks tickets as an excellent knowledge base. What do you dislike about BMC Helix ITSM? It's expensive to implement, so you'd better have the funds available to roll it out. Recommendations to others considering BMC Helix ITSM: Once it's in place it's excellent. What problems is BMC Helix ITSM solving and how is that benefiting you? Customer and unit ...

"PK's BMC Remedy REview"

What do you like best about BMC Helix ITSM? I like the fact that Remedy's UI is concise but relays an abundance of information. The tabbed view of information pertaining to an incident can be very helpful without actually taking me to a different page or having to scroll a lot. What do you dislike about BMC Helix ITSM? The UI feels older and can definitely be updated. The tabbed view can also result in a busy UI that will have me clicking on all the tabs without reading their title in order ...

"Remedy for help center incident management"

What do you like best about BMC Helix ITSM? ability to add screen shots and other attachments What do you dislike about BMC Helix ITSM? the product lacks ability to RTF your comments. would like to see decentralized control option for updating assignee lists. Recommendations to others considering BMC Helix ITSM: na What problems is BMC Helix ITSM solving and how is that benefiting you? centralized online incident management

"Improvement constantly occurring in the BMC platform"

What do you like best about BMC Helix ITSM? The improved integration of Remedy with Saleforce.com. The integration capabilities allow for seamless interaction between the two product lines. What do you dislike about BMC Helix ITSM? The API for the integration is limited to it's interaction What problems is BMC Helix ITSM solving and how is that benefiting you? Working with our IT department to solve issues with our hosted clients.

"BMC Remedy 8"

What do you like best about BMC Helix ITSM? It is a great tool fro tracking calls and problems that can be accessed when needed. It is good that it sends our customer an email with their Remedy ticket number for their reference. What do you dislike about BMC Helix ITSM? That it seems to hang when you are using it and it runs slow a lot of time on our Network impacting the speed of creating the ticket in order to move to our next call. Recommendations to others considering BMC Helix ITSM: I ...

"BMC Remedy is very useful quick and easy to use."

What do you like best about BMC Helix ITSM? It's fast and easy remote connections, like being able to run scripts from the menu such as clearing temporary files and the browser cache. Bomgar usually finds computers and connects fast. What do you dislike about BMC Helix ITSM? Sometimes it times out while trying to connect and it also is really slow when searching for the first user of the day. What problems is BMC Helix ITSM solving and how is that benefiting you? I am able to take control ...

"Change management in a box"

What do you like best about BMC Helix ITSM? I like that all of the incidents, change requests, and requests are all in one location. This makes it easy for upper management to see everything that is going on in the environment. Also BMC remedy has a very robust reporting system. This makes reporting on tickets and ticket times a straight forward process that management loves to see. What do you dislike about BMC Helix ITSM? I dislike that all of the changes/incidents/requests all look ...

"BMC for ticketing events"

What do you like best about BMC Helix ITSM? Ability to customize ticket fields and monitor events all within one application. Ability to create an API from other tools to ticket directly to BMC. Multiple groups can have tickets added to a specific queue for their functional area which can be used as the one place for the team to go to manage their workload. Fields can easily be added to ticket flows to adjust for new products or changes in the business and process. What do you dislike about ...