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

"Used by Fortune 500 companies"

What do you like best about BMC Helix ITSM? I've been using this product for over 15 years. The software is one of the best I the industry. Easily customizable, but most features needed for a Service Desk is out of the box functionality. To configure the applications is easy except for creating CIs and relationships for their CMDB. What do you dislike about BMC Helix ITSM? The Atrium CMDB and integrator. Not very intuitive and the documentation isn't very helpful. Also, CI classes aren't ...

"System Architect"

What do you like best about BMC Helix ITSM? Change Management Module/CMDB/Smart Reporting What do you dislike about BMC Helix ITSM? Change Approvals - Needs improvements on removal of unwanted adhoc approvals Recommendations to others considering BMC Helix ITSM: Strong in ITIL Concepts. What problems is BMC Helix ITSM solving and how is that benefiting you? Change Management Module/CMDB/Smart Reporting

"Remedyforce review"

What do you like best about BMC Helix ITSM? Great webbased product for service management using the Salesforce platform. What do you dislike about BMC Helix ITSM? None at this time as we were completely satisfied with this cloud based product. Recommendations to others considering BMC Helix ITSM: Give this product a try and you will be happy you picked the right product! What problems is BMC Helix ITSM solving and how is that benefiting you? Automated helpdesk support.

"Complete ITSM Application from Desktop to Smart Watch"

What do you like best about BMC Helix ITSM? Smart IT and my IT are the best solutions What do you dislike about BMC Helix ITSM? development is not user friendly and difficult What problems is BMC Helix ITSM solving and how is that benefiting you? CMDB and discovery

"Remedy review"

What do you like best about BMC Helix ITSM? The easy use of the software and the options to track multiple items What do you dislike about BMC Helix ITSM? I do not see anything to dislike in remedy What problems is BMC Helix ITSM solving and how is that benefiting you? Issue, change and request tracking

"Everyting You Need and Maybe More"

What do you like best about BMC Helix ITSM? Richness of the solution. There is prebuilt mechanisms to perform any function you would consider it the Service Management space, all you have to do is check boxes and add data such as your people, places, support groups, and your rules for when something like an approval or notification should happen. Once you've configured your business rules, all the engines/workflows are in place to management. SmartIT is a big step in the right direction for ...

"Remedy force Management"

What do you like best about BMC Helix ITSM? We are using remedy force for our ticketing system for salesforce technical related issues where as we are using salesforce cases for actual Aspect product based issues. I liked auto update the information in the ticket when we respond the email and looks and feel also really good. And also there are many different sections like Incident details, Clinet details, Staus details, Assignment details, date details so on which really looks good to there ...

"Remedy is Great"

What do you like best about BMC Helix ITSM? For me the fact that you could use this out the box with no customization is great. Cusomization if required is really easy. What do you dislike about BMC Helix ITSM? Old forms on the mid tier. The new SMARTIT and MYITT has changed this though. Recommendations to others considering BMC Helix ITSM: ts a great product, cost used to be a factor but it is now dropping in price making it a really good choice for medium to large business. What problems ...

"Remedy Review"

What do you like best about BMC Helix ITSM? I love how easy it is to make anything meet your requirements in Remedy. Either customizing something that was OOTB or just creating something unique and integrating it. The product makes life very easy for our users. What do you dislike about BMC Helix ITSM? The old clunky look and feel of the mid tiers, SmartIT/MyIT is changing that but its a long way to go before we can move away from the traditional forms. Recommendations to others considering ...

"Remedy"

What do you like best about BMC Helix ITSM? Best alm tool with easy configuration and nice tool for workflow designing What do you dislike about BMC Helix ITSM? Not easy to write webservices. Webservices was quite difficult to consume Recommendations to others considering BMC Helix ITSM: Try tcs service manager What problems is BMC Helix ITSM solving and how is that benefiting you? I am integrating multiple item tools and consuming webservices is quite difficult