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

"Work Orders are easy with BMC"

What do you like best about BMC Helix ITSM? BMC helps to create work orders and tickets from the users and address them efficiently. It also makes it possible to keep track of the already performed tickets for house keeping purposes. What do you dislike about BMC Helix ITSM? I hate the interface, sometimes there are pop ups that pop out of different tabs. Inconsistent design, hope they change that in the new version. Sometimes the application crashes as well. What problems is BMC Helix ITSM ...

"We use Remedy to record/escalate student inquiries. Having a history helps to resolve issues."

What do you like best about BMC Helix ITSM? What I like best about Remedy is being able to review the history of a student's inquiries to research any issues and see what the student has been told already. What do you dislike about BMC Helix ITSM? I'm not as impressed with the overall look of Remedy and feel that the interface could allow more customization by each user. What problems is BMC Helix ITSM solving and how is that benefiting you? We're able to track and pull reports for ...

"BMC Remedy review"

What do you like best about BMC Helix ITSM? I like the ease of use which BMC Remedy provides. It's UI is seamless and intuitive, providing efficient performance of tasks and little learning curve downtime. What do you dislike about BMC Helix ITSM? I cannot think of anything specific that I dislike about BMC Remedy. I am very satisfied with its current platform availability and version. What problems is BMC Helix ITSM solving and how is that benefiting you? We use BMC Remedy for help desk ...

"Remedy Review"

What do you like best about BMC Helix ITSM? The ability to capture trouble ticket data and then pull reports on that data to determine the types of tickets you receive as well as data on if you are meeting your SLA requirements. What do you dislike about BMC Helix ITSM? The reporting section/capability could use a bit of a face lift, perhaps more pre-built reports and have them a bit more appealing in design. What problems is BMC Helix ITSM solving and how is that benefiting you? Were able ...

"Great"

What do you like best about BMC Helix ITSM? Product works well and is easily accessible by all parties that are involved in our system. What do you dislike about BMC Helix ITSM? The GUI is a bit dense and confusing at times. It may be the way it was configured but getting to the proper ticket could be difficult especially for new users. What problems is BMC Helix ITSM solving and how is that benefiting you? It took care of our ticketing system and allowed multiple locations to collaborate ...

"Best all-in-one Service desk & IT management software"

What do you like best about BMC Helix ITSM? All-in-one Solution Great Navigation and UI What do you dislike about BMC Helix ITSM? At times too many items/fields in a page What problems is BMC Helix ITSM solving and how is that benefiting you? My employer uses it for IT service desk and I also used it for IT change management in one of our clients.

"Wonderful tool for tracking defects"

What do you like best about BMC Helix ITSM? Perfect defect tracking tool.The best would be all the important data reflecting on the screen simultaneously. I have used QC, but that seems to be complicated, may be design wise. Interlinking other defects too works fine. It helps in better communication between developer and tester with all data at one point. What do you dislike about BMC Helix ITSM? Sometimes filling up too many sections would make it lengthy procedure, but it's good for ...

"Easy to use for all ticketing needs"

What do you like best about BMC Helix ITSM? The ease with which tickets can be categorized and takes care of end to end Service management needs. Also I can report on the statuses of various tickets and track the progress as required. Report on SLA, check the status of tickets, count of tickets and many more. The list mostly goes endless. What do you dislike about BMC Helix ITSM? Nothing specific. Some decluttring required on the interface side. Some of the screens have too many things. It ...

"Great for Asset Management Systems"

What do you like best about BMC Helix ITSM? The ease of use for searching, updating, and inputting records is helpful. What do you dislike about BMC Helix ITSM? There is no way to do a large, bulk change on multiple fields at the same time. Most of the update and manipulating needs to be done on an individual basis. Recommendations to others considering BMC Helix ITSM: If you do not currently have an asset management system, I recommend Remedy for your company. What problems is BMC Helix ...

"Great tool for Asset Management"

What do you like best about BMC Helix ITSM? The ability to create custom layouts is a very nice feature. It allows us to make company specific search and landing pages. It is very easy to use and is very user friendly. The default layout is easy enough that a beginner can pick it up very quickly. What do you dislike about BMC Helix ITSM? I dislike the macro feature. Sometimes they are very hard to write and even execute properly. I do not find this tool very useful because of the complexity ...