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

"Excellent ticketing tool for change management and release mangement"

What do you like best about BMC Helix ITSM? Really like the tool and works good for cross vendor communciations it has various flexi features with good integrations with emails and managing tickets reporting works really good and helps maintain all changes for prod and non prod env What do you dislike about BMC Helix ITSM? mobile integration is not that much and should focus on getting it more comprehensive as the nature of today demand s Recommendations to others considering BMC Helix ...

"Remedy"

What do you like best about BMC Helix ITSM? Remedy allows for quick, easy tracking of IT issues/requests with knowledge base integration, that can be categorized for analyzing data to help identify trends and global issues. What do you dislike about BMC Helix ITSM? Interface is a little busy and takes a while to learn to navigate. Also, have experienced issues with latency from time to time. What problems is BMC Helix ITSM solving and how is that benefiting you? It allows us to ...

"Very Versatile and easy to track"

What do you like best about BMC Helix ITSM? The best part of remedy is the use of it and you can use it to start knowledge bases. It can be very thorough to a specific type of issue if the form is created correctly. What do you dislike about BMC Helix ITSM? The one thing I dislike about remedy is that it can get quite complicated. The use of using query can be tough for normal users if not trained. Recommendations to others considering BMC Helix ITSM: Plan it out for the future. Integrate ...

"Remedy works"

What do you like best about BMC Helix ITSM? I used it extensively for trouble tickets and asset management, and I both worked well for me. I like the asset management portion the more because it provided very valuable information if properly used. What do you dislike about BMC Helix ITSM? I did not like the way task were added to a ticket. I found it to be confusing, and if I was not told that a task was attached sometimes it would get over looked. There is to many steps to get to a task to ...

"Review of ITSM and custom development "

What do you like best about BMC Helix ITSM? Flexibility, integration capabilities , What do you dislike about BMC Helix ITSM? ITSM onboarding time is too long. Licensing costs. What problems is BMC Helix ITSM solving and how is that benefiting you? Integration with other ITSM products.

"A highly customizable product for ITSM and other needs"

What do you like best about BMC Helix ITSM? BMC Remedy provides a great interface via Eclipse to create your own custom forms (tables) & functionality or customize OOTB (out of the box) forms & functionality. The interface allows many different options and though we didn't do much with it, allows CSS to really give a dynamic view of the data. We recently transitioned to the web interface for all customers (the old desktop tool is no longer supported). While some functionality that used to ...

"BMC Remedy - RKM focus"

What do you like best about BMC Helix ITSM? The different integration options and information availability within the same system. For knowledge management specifically the different default templates have worked well for my organization. What do you dislike about BMC Helix ITSM? Remedy Knowledge Management does not do a good enough job at the administrator level at streamlining knowledge updates. Although the knowledge management tool is great there is an improvement opportunity to ...

"Review "

What do you like best about BMC Helix ITSM? Navigating the modules is fairly easy. I'm not a power user by any means but it's fairly intuitive and easily modified for any companies use case. What do you dislike about BMC Helix ITSM? We are using an older version and their are some errors that appear that can be hard to figure out sometimes. What problems is BMC Helix ITSM solving and how is that benefiting you? It's doing a good job of managing our IT tickets and feeds into our reporting ...

"Reasonably good tool for Incident/ Problem and Change Management"

What do you like best about BMC Helix ITSM? * Unified systems to manage Incidents, Problems, Change requests, Technical requests * Ability to generate reports is in-built in the tool. Provides visibility in tracking tickets. * Helps integrate Incidents and problems with Changes to be implemented * Integration with other systems like Crystal Reports, etc is useful. * Adheres to most of the ITIL principles which is good * Implementation time are shorter as compared to other products. What do ...

"Reliable way to contain and maintain issues"

What do you like best about BMC Helix ITSM? Availability of fields where you can give a lot of details about your tickets for issues, problem, and changes. What do you dislike about BMC Helix ITSM? The linking of tickets through the issues is clunky and not a progression as it should be. What problems is BMC Helix ITSM solving and how is that benefiting you? We use remedy for our technology issues within our many systems. We can have almost unlimited information captured to help document ...