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

"BMC Helix"

What do you like best about BMC Helix ITSM? Coverage of all ticketing applications, wider features, although not organized very well. What do you dislike about BMC Helix ITSM? Limited, cumbersome and non-intuitive user interface Recommendations to others considering BMC Helix ITSM: If user experience, ease of navigation are important, then this is not an ideal tool. Functionality and depth of features are what you should look for here. What problems is BMC Helix ITSM solving and how is that ...

"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 ...

"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 ...

"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.

"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 ...

"Incident and problem management application"

What do you like best about BMC Helix ITSM? It is a tool that manages the incidents and problems within the ITIL concept. It is possible to consult GMUD's; PKE's, ars, request for repairs. Integrates almost all IT services What do you dislike about BMC Helix ITSM? Tool presents recurring and serious problems in architecture and optimization. Constants log out of account, java and html errors, which makes the job slow. What problems is BMC Helix ITSM solving and how is that benefiting ...