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BMC Software

BMC Helix ITSM

Composite Score

6.7 /10

CX Score

6.5 /10

34 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

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.

78 Likeliness to Recommend

2
Since last award

89 Plan to Renew

6
Since last award

72 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

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.

+53 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?

18% Negative

14% Neutral

68% Positive

Pros

Fair
Trustworthy
Performance Enhancing
Efficient Service

Cons

Commodity Features
Under Delivered
Vendor's Interest First

Feature Ratings

Average 76

Service Catalog

Technician Administration

Multi-Site Functionality

Systems Management Integration

Business Application Integration

End User Support Solutions

Reporting

Multi Device Capability

End User Self Serve

Integrated Knowledge Management

Integration With IT Tools

Vendor Capability Ratings

Average 73

Ease of IT Administration

Business Value Created

Breadth of Features

Usability and Intuitiveness

Availability and Quality of Training

Quality of Features

Ease of Implementation

Ease of Data Integration

Product Strategy and Rate of Improvement

Vendor Support

Ease of Customization

BMC Helix ITSM Reviews

YuvaTheja E.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2023

One of the best Service Management platforms

Likeliness to Recommend

10 /10

What differentiates BMC Helix ITSM from other similar products?

I have used BMC remedy in my previous organisation and Service now in my current organisation and I feel BMC remedy has an upper hand in terms of features and capabilities with easy User Interface. Both users and IT support teams can use this tool, so it needs a friendly user interface to maek it understndable at times and this what BMC excels at. Whereas the other tools have comple interface and we get lost with lots of unnecessary information and tracking data would be cumbersome. Also the user interface was much smooth and snappy to load.

What is your favorite aspect of this product?

We have a breadth of features to use in BMC remedy and the tracking of tickets created is so simple. Also we can filter through data and capture statistics of tickets created. The user interface is what I like the most, easy and user friendly and it is what makes it stand tall in the market.

What do you dislike most about this product?

Some times it becomes difficult to integrate it with other tools. for example We use outlook almost always in our day to day life as a IT manager, even though there are plugins to integrate it with outlook for easy ticket creation. But we dont see a way to track a ticket flowing through emails like an email trail getting auto updated in ticket comments based on what we share/send though emails. Although this can be acheived through use of other tools like power automate, but it would have been easier if it was bundled as a plugin in the user interface of other tools.. So integration needs to be improved I would say.

What recommendations would you give to someone considering this product?

I 100% believe if you use this tool you would definitely stick with it due to its capabilities and its user interface. So try it once is all I can recommend to others. It is top notch in terms of performance and it saves you a lot of time with its features and easy user interface.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Sheraz A.

Role: C-Level
Industry: Consulting
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2023

I really like the ITIL intergration/alignment.

Likeliness to Recommend

9 /10

What differentiates BMC Helix ITSM from other similar products?

Ease of use and clarity. Aligen to ITIL standards

What is your favorite aspect of this product?

Service call management

What do you dislike most about this product?

Little complicated.

What recommendations would you give to someone considering this product?

Test before investing.

Pros

Helps Innovate
Reliable
Trustworthy
Efficient Service

Ankit G.

Role: Finance
Industry: Consulting
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2023

Best ITSM tool that works on ITIL framework

Likeliness to Recommend

8 /10

What differentiates BMC Helix ITSM from other similar products?

Configurable interface and layout customizations, Provide a systematic hierarchy to follow up the incidence. We can find all incidents and change requests at one location.

What is your favorite aspect of this product?

I love so much the mobile features, the new consoles

What do you dislike most about this product?

Sometimes Remedy could be very laggy, but it depends on the server configuration and network infrastructure.

What recommendations would you give to someone considering this product?

I definitely recommend this tool if you are looking for a very customizable and user-friendly ITIL framework tool.

Pros

Performance Enhancing
Efficient Service
Fair
Transparent

How We Deliver

BMC Helix ITSM

What is BMC Helix ITSM?

Company Details

Need Assistance?

Awards & Recognition

BMC Helix ITSM Ratings

78 Likeliness to Recommend

2 Since last award

89 Plan to Renew

6 Since last award

72 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+53 Net Emotional Footprint

How much do users love BMC Helix ITSM?

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.

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

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

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.

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

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.

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.

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.

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.

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.

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.

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

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.

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.

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

YuvaTheja E.

One of the best Service Management platforms

Likeliness to Recommend

Pros

Sheraz A.

I really like the ITIL intergration/alignment.

Likeliness to Recommend

Pros

Ankit G.

Best ITSM tool that works on ITIL framework

Likeliness to Recommend

Pros

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Feature Ratings

Service Catalog

Technician Administration

Multi-Site Functionality

Systems Management Integration

Business Application Integration

End User Support Solutions

Reporting

Multi Device Capability

End User Self Serve

Integrated Knowledge Management

Integration With IT Tools

Vendor Capability Ratings

Ease of IT Administration

Business Value Created

Breadth of Features

Usability and Intuitiveness

Availability and Quality of Training

Quality of Features

Ease of Implementation

Ease of Data Integration

Product Strategy and Rate of Improvement

Vendor Support

Ease of Customization