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

"Best tool for resolution of Dockets"

What do you like best about BMC Helix ITSM? It is very helpful for resolving the tickets..almost all the attributes are self explanatory and easy to use, what i like the most is the reports generated with all the details, when the docket was raised, when it was resolved, by whom etc...it has all the details clearly...it makes life easy... What do you dislike about BMC Helix ITSM? So far everything is good about Remedy tool Recommendations to others considering BMC Helix ITSM: Please go ...

"Excellent program to control activities!"

What do you like best about BMC Helix ITSM? I like this program because it is very practical and easy to use. In addition to being via the web, which does not require a robust machine to run it. I also like the exported reports that can be converted to excel, being able to monitor all the type of request / request that occurs in the company. What do you dislike about BMC Helix ITSM? There are still a lot of tools I do not know how to use, but so far, I have not found anything I do not ...

"Remedy IT Service Management"

What do you like best about BMC Helix ITSM? My team used Remedy IT Service Management during project and deployment planning for a very large payroll centralization project. Because we were facilitating a large enterprise deployment with multiple phases/waves (subject matter expertise did not exist in the legacy systems), my team drove the majority of the post-live support model design elements, as well as overseeing the change management activities as we planned to bring not only the ...

"Remedy as bug tracking and internal help desk"

What do you like best about BMC Helix ITSM? We have used Remedy as a bug tracking tool both internally within our company and also from clients. Helps us to read the clients notes for better understanding of failed examples and also gives us a flexibility to let clients see internal notes or not. What do you dislike about BMC Helix ITSM? Charts on the home page would take lot of time to load, performance is slow when it comes to displaying the dashboard on home page. Doesn't integrate ...

"Production support"

What do you like best about BMC Helix ITSM? Systemetic appriach for incident management What do you dislike about BMC Helix ITSM? User interface could be enriched to facilitate reporting needs What problems is BMC Helix ITSM solving and how is that benefiting you? Incidents opened by stores requesting help - tracking is easy and effective

"Great Ticketing Software"

What do you like best about BMC Helix ITSM? Remedy provides excellent tools to document thorough incident reports and process. This software make a it easy to keep track of on going maitence and repair issue, especially related to NOC or critical infrastructure issues. What do you dislike about BMC Helix ITSM? There are so many data entry fields that it can be overwhelming for new users. What problems is BMC Helix ITSM solving and how is that benefiting you? Critical infastructure and NOC ...

"BMC Remedy"

What do you like best about BMC Helix ITSM? Tener centralizado todas las incidencias de los usuarios asi como el stock de la empresa What do you dislike about BMC Helix ITSM? La lentitud de la herramienta al hacer informes densos What problems is BMC Helix ITSM solving and how is that benefiting you? Para mi trabajo es muy importante ya que se reciben todas las incidencias de los usuarios a traves de esta aplicacion

"excellent tool to generate indicators. Little visually friendly and unfriendly for its navigability."

What do you like best about BMC Helix ITSM? It is a tool that can be adapted to the needs of the business, it is robust, it prints reports that facilitate audit work. It is a reliable and robust tool. Generates report number without saving changes, this allows improvement in response times, has the necessary capacity to attach evidence for optimal documentation.Generates report easily and accurately.The knowledge base allows sharing data about other experiences with other users. What do you ...

"everything you need for support tickets, change management and collaboration for support center "

What do you like best about BMC Helix ITSM? all in one screen. customization for a specific job or function What do you dislike about BMC Helix ITSM? cost, so far we are very happy with it. if you wanted to save money you can limit the lic to access it and setup up timeout Recommendations to others considering BMC Helix ITSM: up front cost is a bit higher but the ease of use and the customization will make it an important part of your company What problems is BMC Helix ITSM solving and how ...

"Very useful tool"

What do you like best about BMC Helix ITSM? I like BMC Remedy. It’s been very useful for me as a ticketing system. Honestly l, it may be more robust than I even need. There are cool little scripts you can write to streamline some processes. What do you dislike about BMC Helix ITSM? Perhaps it could be a little prettier, sleeker, and graphical. However, that would probably bog performance. Recommendations to others considering BMC Helix ITSM: Give it a shot. Couldn’t hurt. What problems is ...