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BMC

BMC Helix ITSM

Composite Score

6.8 /10

CX Score

6.6 /10

35 Reviews Write a Review

What is BMC Helix ITSM?

BMC Helix ITSM is industry-leading service management that uses cognitive automation technologies to transform best-practice ITSM principles you’ve come to appreciate from Remedy, delivered on your choice of cloud.

Company Details

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Awards & Recognition

BMC Helix ITSM won the following awards in the IT Service Management - Enterprise category

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0 Top Rated Capabilities

1 Top Rated Features

Latest Award, 2025

0 Top Rated Capabilities

2 Top Rated Features

2024

0 Top Rated Capabilities

5 Top Rated Features

2023

0 Top Rated Capabilities

6 Top Rated Features

2022

BMC Helix ITSM Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on BMC Helix ITSM.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

79 Likeliness to Recommend

Up 1
Since last award

89 Plan to Renew

72 Satisfaction of Cost Relative to Value

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 53%
Negotiation and Contract:: 42%
Conflict Resolution:: 55%
Strategy & Innovation:: 57%
Service Experience:: 58%

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+54 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love BMC Helix ITSM?

17% Negative

14% Neutral

69% Positive

Pros

Fair
Trustworthy
Performance Enhancing
Efficient Service

Cons

Commodity Features
Vendor's Interest First
Under Delivered

Feature Ratings

Average 78

Service Catalog

Technician Administration

Multi-Site Functionality

Business Application Integration

Reporting

Systems Management Integration

End User Support Solutions

Multi Device Capability

End User Self Serve

Integrated Knowledge Management

Integration With IT Tools

Vendor Capability Ratings

Average 74

Ease of IT Administration

Breadth of Features

Business Value Created

Usability and Intuitiveness

Ease of Data Integration

Ease of Implementation

Availability and Quality of Training

Quality of Features

Vendor Support

Product Strategy and Rate of Improvement

Ease of Customization

BMC Helix ITSM Reviews

Yash Y.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted May 2025

Powerful ITSM Tool with Strong Features

Likeliness to Recommend

9 /10

What differentiates BMC Helix ITSM from other similar products?

BMC Helix ITSM offers strong automation, advanced workflow customization, and good AI capabilities. It also supports both cloud and on-premise deployment, giving flexibility to organizations.

What is your favorite aspect of this product?

My favorite aspect is the powerful workflow automation. It helps reduce manual tasks and speeds up incident and change management.

What do you dislike most about this product?

The interface feels outdated and not very intuitive. It can also be complex to configure without proper training or technical knowledge.

What recommendations would you give to someone considering this product?

Make sure your team gets proper training before using it. Plan your workflows and customization needs early, as setup can be complex but very powerful when done right.

Pros

Continually Improving Product
Reliable
Enables Productivity
Trustworthy

Zafar Javed S.

Role: Information Technology
Industry: Banking
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2023

Not very pleased

Likeliness to Recommend

7 /10

What differentiates BMC Helix ITSM from other similar products?

I haven't noticed any stand out feature that isn't there in other ITSM products

What is your favorite aspect of this product?

It gives lot of options for customization but it is not straight forward

What do you dislike most about this product?

It is very complicated system to use especially for the end users

What recommendations would you give to someone considering this product?

Having used this product for a while and also having experience of other ITSM tools, I would not recommend this product. There are lot of other products that are way cheaper than this

Pros

Performance Enhancing
Inspires Innovation
Caring
Saves Time

Cons

Vendor's Interest First
Slower Product Innovation
Vendor Friendly Policies

Nitin R.

Role: Operations
Industry: Insurance
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2023

It's an on go product,not much effective

Likeliness to Recommend

8 /10

What differentiates BMC Helix ITSM from other similar products?

BMC Helix ITSM seems to be outdated because service Now has taken a lead over it.

What is your favorite aspect of this product?

Reporting,pull out the reports for all individuals working

What do you dislike most about this product?

Not user friendly

What recommendations would you give to someone considering this product?

Considering this product should be like to pull out all the reports in one go,

Pros

Continually Improving Product
Trustworthy
Fair
Enables Productivity

Cons

Less Reliable
Commodity Features
Less Inspiring

How We Deliver

BMC Helix ITSM

What is BMC Helix ITSM?

Company Details

Need Assistance?

Awards & Recognition

BMC Helix ITSM Ratings

79 Likeliness to Recommend

Up 1 Since last award

89 Plan to Renew

72 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

Emotional Footprint Overview

+54 Net Emotional Footprint

How much do users love BMC Helix ITSM?

Chart

Pros

Cons

Feature Ratings Average rating of all product features, some of which may not be shown below

Service Catalog Ability to request products and services through an online catalog that integrates into the ticketing system; may include an app store.

Technician Administration Easily designed forms, templates, task management, and workflows using codeless customization.

Multi-Site Functionality Central management of dispersed technicians, multiple time zones, operational hours, and automated shift reassignments.

Business Application Integration APIs available for straightforward integration with multiple business systems such as ERP or CRM.

Reporting Straightforward data storage with ability to create any reports easily. Dashboards for any role with ability to easily build and modify.

Systems Management Integration APIs available for straightforward integration with multiple systems management tools such as network monitoring to create tickets for action items. May include aggregated alerts, views and dashboards

End User Support Solutions Tools to benefit end users such as single sign-on to self-serve, password reset, screen capture in ticket, dynamic FAQ matching to ticket key words.

Multi Device Capability Intuitive interface for any device for any role (end user, technician, approver) providing access via web or native mobile app for end users and technicians.

End User Self Serve Intuitive portal designed for end users to create incident tickets, request services, and access status and FAQs.

Integrated Knowledge Management Database integrated with ticketing system for sharing information between technicians, single source or able to federate multiple sources into a single search.

Integration With IT Tools Integration with tools to assist the user which enable connection from within the ticket, capturing information as it is created.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

BMC Helix ITSM Reviews

Yash Y.

Powerful ITSM Tool with Strong Features

Likeliness to Recommend

Pros

Zafar Javed S.

Not very pleased

Likeliness to Recommend

Pros

Cons

Nitin R.

It's an on go product,not much effective

Likeliness to Recommend

Pros

Cons

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Title

Up 1
Since last award

Feature Ratings

Service Catalog

Technician Administration

Multi-Site Functionality

Business Application Integration

Reporting

Systems Management Integration

End User Support Solutions

Multi Device Capability

End User Self Serve

Integrated Knowledge Management

Integration With IT Tools

Vendor Capability Ratings

Ease of IT Administration

Breadth of Features

Business Value Created

Usability and Intuitiveness

Ease of Data Integration

Ease of Implementation

Availability and Quality of Training

Quality of Features

Vendor Support

Product Strategy and Rate of Improvement

Ease of Customization