# BMC Helix ITSM Reviews **Vendor:** BMC Helix **Category:** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) **Average Rating:** 3.7/5.0 **Total Reviews:** 293 ## About BMC Helix ITSM BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations. BMC Helix ITSM is a low-/no-code solution for enterprises to build, deploy, and manage IT assets and applications. It does this in three ways. First, BMC Helix ITSM is built upon the BMC Helix for ServiceOps platform, which unifies service and operations management with common data stores. The platform empowers IT service desk agents to resolve cases faster by isolating or preventing service disruption through root cause analysis, real-time incident correlation, predictive incident resolution, and proactive problem management. Second, BMC Helix ITSM integrates artificial intelligence (AI) and machine learning (ML) to automate workflows across the enterprise. Embedded AI/ML streamlines work and the allocation of IT service desk resources by automatically assigning/routing incident, problem, and change requests without manual intervention. Third, BMC Helix ITSM integrates data and processes intelligently to accelerate change management, mitigate risk, and advance the DevOps cycle. Integrated DevOps tooling within BMC Helix ITSM can link change requests with the software development lifecycle (SLDC) and imported continuous integration and continuous delivery (CI/CD) stages. ## BMC Helix ITSM Pros & Cons **What users like:** - Users admire the **ease of use** of BMC Helix ITSM, appreciating its user-friendly navigation and efficient task management. (5 reviews) - Users appreciate the **ease of use and fast ticket management** of BMC Helix ITSM, enhancing their workflow efficiency. (4 reviews) - Users value the **navigation ease** of BMC Helix ITSM, finding it simple to manage tasks and workflows. (2 reviews) - AI Integration (1 reviews) - Automation (1 reviews) - Users appreciate the **dashboard customization** in BMC Helix ITSM for its organized ticket management and ease of use. (1 reviews) - Efficiency (1 reviews) - Intuitive (1 reviews) - Management Efficiency (1 reviews) - Reporting (1 reviews) **What users dislike:** - Bugs (1 reviews) - Complexity (1 reviews) - Complex Setup (1 reviews) - Users face **integration issues** with BMC Helix ITSM, leading to intermittent accessibility when connecting to other devices. (1 reviews) - Users find the **long processing time** frustrating, indicating a need for improvement in the UI responsiveness. (1 reviews) - Performance Issues (1 reviews) - Slow Development (1 reviews) ## BMC Helix ITSM Reviews ### 1. Centralizes IT Services with Powerful Automation **Rating:** 5.0/5.0 stars **Reviewed by:** Mahalakshmi P. | Senior Associate – Commercial & Market Analysis **Reviewed Date:** May 05, 2026 **What do you like best about BMC Helix ITSM?** I like BMC Helix ITSM for its strong automation capabilities and the centralized platform it provides for managing all IT service processes. It simplifies incident and change requests, which improves efficiency and provides good visibility through dashboards and reporting. I also appreciate its flexibility and customization, especially the workflow automation and knowledge management features, as they help improve efficiency and user self-service. The initial setup was smooth with flexible configuration options that allowed us to tailor the system to our needs. **What do you dislike about BMC Helix ITSM?** One area for improvement is its complexity - initial setup and customization can be time-consuming, and the user interface could be more intuitive. Additionally, performance can occasionally feel slow with heavy workflows. **What problems is BMC Helix ITSM solving and how is that benefiting you?** BMC Helix ITSM centralizes service requests, improves tracking and accountability, and automates tasks. It streamlines IT operations, improves response time, and reduces recurring issues with problem management. It provides better visibility and control over IT processes. ### 2. Intuitive UI, But High Costs and Complexity **Rating:** 1.0/5.0 stars **Reviewed by:** Amber H. | IT Service Management, Enterprise (> 1000 emp.) **Reviewed Date:** April 21, 2026 **What do you like best about BMC Helix ITSM?** I find the user interface of BMC Helix ITSM to be quite intuitive. The DWP catalog has also been easy for users to navigate and use. On top of that, the updates have been stable and reliable so far. **What do you dislike about BMC Helix ITSM?** It wasn’t easy working with the developers. The “upgrade” from Smart Reporting to Dashboards actually felt like a step backward and required a lot of knowledge and experience to use effectively. On top of that, the cost increased significantly, and we ultimately weren’t able to continue the partnership. **What problems is BMC Helix ITSM solving and how is that benefiting you?** I use BMC Helix ITSM to organize all of our ITSM data in one central place, including incidents, requests, changes, problems, and assets. ### 3. Efficient ITIL-Aligned Platform for Large Teams **Rating:** 4.0/5.0 stars **Reviewed by:** Srikanth A. | ServiceNow Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** March 18, 2026 **What do you like best about BMC Helix ITSM?** I like that BMC Helix ITSM streamlines IT operations through ITIL-aligned workflows, automation, and CMDB-driven insights. It significantly improves efficiency, visibility, and service quality while reducing manual effort. Additionally, automation helps reduce manual work and speed up response times, while CMDB-driven insights enable accurate impact analysis and better decision-making. I also appreciate its solid capabilities in incident, problem, change management, and CMDB-driven visibility. **What do you dislike about BMC Helix ITSM?** BMC Helix ITSM could be improved on performance under heavy loads, reporting flexibility, and ease of customization and integrations. The initial setup is moderately complex with out-of-the-box features, and the full setup and customization require time and expertise. **What problems is BMC Helix ITSM solving and how is that benefiting you?** I use BMC Helix ITSM to tackle incident overload, risky changes, and manage IT services effectively. It streamlines operations with ITIL-aligned workflows, automation, and CMDB insights, boosting efficiency and reducing manual effort. ### 4. A Strong ITSM Solution for Large Organizations **Rating:** 2.5/5.0 stars **Reviewed by:** Nikhil P. | Scholar Trainee, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about BMC Helix ITSM?** Flexible and customizable. It also scales well for large enterprises. **What do you dislike about BMC Helix ITSM?** It’s complex to set up and manage, and I’ve also run into performance issues—at times it feels slow and laggy. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Too many manual, repetitive service desk tasks. Before Helix, a lot of our incident routing, approvals, and request handling was manual and slow, which made day-to-day service desk work feel repetitive and time-consuming. ### 5. Fast, Versatile, but Lacks Asset Management **Rating:** 4.0/5.0 stars **Reviewed by:** Ameer A. | IT Support engineer, Enterprise (> 1000 emp.) **Reviewed Date:** January 08, 2026 **What do you like best about BMC Helix ITSM?** I find BMC Helix ITSM very fast and easy to use. I like that it has multiple options for managing tasks, and I appreciate the many criteria for filtering tickets, which provide accurate details and reports. This allows me to generate log reports daily to identify the most common reported issues and user complaints. **What do you dislike about BMC Helix ITSM?** It doesn't have asset management embedded. **What problems is BMC Helix ITSM solving and how is that benefiting you?** I use BMC Helix ITSM for managing user requests and incident management. It's fast, easy to use, and offers multiple filtering options for tickets which help generate accurate reports. ### 6. Bulk Upload Makes User Onboarding Fast and Effortless **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Automotive | Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about BMC Helix ITSM?** Bulk upload feature enables faster onboarding of different users belonging to varies user profiles this reducing manual work. **What do you dislike about BMC Helix ITSM?** Initial set up or configuration is too complex. Interface isn’t too user friendly thus need a learning curve to become used to it **What problems is BMC Helix ITSM solving and how is that benefiting you?** We receive tickets through chat, phone, email etc channels. It helps centralise tracking of user issues and helps provide chronological view of user interactions ### 7. Reliable ITSM Platform with Strong Capabilities but Steep Learning Curve **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 03, 2025 **What do you like best about BMC Helix ITSM?** BMC Helix ITSM has a very comprehensive set of ITIL-aligned features that helped us streamline service delivery. The platform covers almost everything we need—incident, change, request, knowledge, and CMDB—in a single solution. Once it was implemented, it gave us a structured and consistent way of managing tickets across teams. Customer support is also responsive and helpful, especially when it comes to troubleshooting complex configuration issues. The reporting and analytics functions are also very detailed, which makes tracking SLA compliance and performance easier. Ease of Use: Not very intuitive at first, but stable once configured. Ease of Implementation: Structured process but requires guidance from consultants. Customer Support: Responsive and knowledgeable. Frequency of Use: Daily for incident, problem, and change management. Number of Features: Very broad and covers most ITSM processes. Ease of Integration: Works well with monitoring tools and Active Directory, but APIs require some technical expertise. **What do you dislike about BMC Helix ITSM?** The platform is powerful, but it’s not the easiest to use at the beginning. The interface looks a bit dated compared to some newer ITSM tools, and training the team took more time than expected. Customization is possible, but it often requires additional services or licensing, which increases cost. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Before Helix, we had fragmented tools, inconsistent SLAs, and poor cross-region visibility. After consolidating onto Helix, SLA compliance improved by ~30%, mean incident resolution time dropped by ~40%, and audit readiness improved significantly. Our leadership now has unified operational insights, which has improved decision-making and resource allocation globally. ### 8. Very easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** August 02, 2025 **What do you like best about BMC Helix ITSM?** It's user friendly and navigation friendly. Easy to spot which links to click on when finding tickets, tasks, change requests. **What do you dislike about BMC Helix ITSM?** It's the user friendly layout and navigation **What problems is BMC Helix ITSM solving and how is that benefiting you?** It logs all tickets, incidents, tasks in 1 comprehensive tool ### 9. Brief Explanation on BMC Remedy ITSM **Rating:** 5.0/5.0 stars **Reviewed by:** Nandi Vishal U. | Assistant Manager, Enterprise (> 1000 emp.) **Reviewed Date:** November 13, 2024 **What do you like best about BMC Helix ITSM?** All the details related to a ticket is organised and ease in managing the tickets. **What do you dislike about BMC Helix ITSM?** While integrating with other Device sometimes ITSM is not reachable. **What problems is BMC Helix ITSM solving and how is that benefiting you?** When an API is triggered from the Third Party tools tickets gets generated based on the details provided in the API ### 10. Great ITSM tool to manage business services **Rating:** 4.5/5.0 stars **Reviewed by:** Vikas K. | Manager, Enterprise (> 1000 emp.) **Reviewed Date:** January 12, 2024 **What do you like best about BMC Helix ITSM?** Very modernized tool to automate and manage your operations. It helps in tracking tickets, tasks, changes, data. Great support team. Integration friendly and gives options to customise as per your need. **What do you dislike about BMC Helix ITSM?** Expensive compared to other ITSM tools. Not easy to maintain, sometimes causes troubles like performance issues. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Automating business workflows and helping service desk to keep track. Helping customers also to have an view and track of their problems. All the data at one place and automatic approvals. Easy integration with external systems. ### 11. Great program **Rating:** 5.0/5.0 stars **Reviewed by:** M C. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 19, 2023 **What do you like best about BMC Helix ITSM?** Super fast to use I prefer this to other programs **What do you dislike about BMC Helix ITSM?** Nothing at all it's great how it is. I wouldn't want any other features **What problems is BMC Helix ITSM solving and how is that benefiting you?** Any problems our systems may have get put into BMC ### 12. Good tool for ticket and report handling **Rating:** 4.0/5.0 stars **Reviewed by:** Mohd S. | DevOps Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** March 08, 2023 **What do you like best about BMC Helix ITSM?** Enterprise-level tool that is used globally for service management and routing of incidents. Integrations with DevOps tools, New Relic, OIC. Built in knowledge management for effective use and upto date information. **What do you dislike about BMC Helix ITSM?** ServiceNow is more of an updated version where work will be done with ease. Less Connectors with SAAS compared to other tools. Language is non json which is harder to write. **What problems is BMC Helix ITSM solving and how is that benefiting you?** For ticket management and incident management, we are using for integrations with SAAS tools such as Azure DevOps and NewRelic monitoring alerts being routed to support team via ITSM. ### 13. TICKETING TOOL WITH MANY OPTIONS **Rating:** 4.0/5.0 stars **Reviewed by:** Nitin R. | Desktop Support Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** October 19, 2022 **What do you like best about BMC Helix ITSM?** Navigation between searching and filtering fhe incidents and work orders is excellent **What do you dislike about BMC Helix ITSM?** Its a bit laggy and need an enhance upgrade over few of the competing toold lively used in the market today as compared with service now **What problems is BMC Helix ITSM solving and how is that benefiting you?** It usually create tickets which can be used to refer the users issue and to create an instant resolution for the issue registered by the user ### 14. Helix ITSM **Rating:** 4.5/5.0 stars **Reviewed by:** Adam N. | CEO, Chief ITSM Architect (RAC, BCP, ITIL), Small-Business (50 or fewer emp.) **Reviewed Date:** January 20, 2023 **What do you like best about BMC Helix ITSM?** Modern UI, automation, ease of use, robust and conforming to the ITIL Framework **What do you dislike about BMC Helix ITSM?** Sometimes can be pricey but you have to pay for what you get. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Helps businesses become more reliable, innovative and increase quality of digital services provided while optimising the costs. ### 15. Need to change the UI **Rating:** 2.0/5.0 stars **Reviewed by:** Vignesh S. | Cloud Administration Sr. Associate , Enterprise (> 1000 emp.) **Reviewed Date:** November 30, 2021 **What do you like best about BMC Helix ITSM?** Helix is super easy tracking tool, It is Powerful that we can handle multiple tickets at a same time. **What do you dislike about BMC Helix ITSM?** But UI is very old and needed to be changed It is also very very slow when switching between tabs and options **Recommendations to others considering BMC Helix ITSM:** It is easy to use and precise to work on it. Bulk task handeing can be handed easly that you no need to manually work in each and every tickets that is not necessary. Go to use this. **What problems is BMC Helix ITSM solving and how is that benefiting you?** We use to get alert for the web application servers which runs in cloud. And we also used to raise tickets that should be done in SLA basis. Handiling or tracking the tickets are very easy. Especially bulk handling option is good. ### 16. BMC Helix ITSM Review **Rating:** 4.0/5.0 stars **Reviewed by:** Vikas K. | BMC Helix Consultant, Small-Business (50 or fewer emp.) **Reviewed Date:** November 03, 2021 ### 17. Helix is an real AI solution **Rating:** 5.0/5.0 stars **Reviewed by:** Sourabh J. | Senior Solution Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2021 **What do you like best about BMC Helix ITSM?** I like the best is SaaS Environment. It's a top solution with lot of new AI/ML capabilities and new product around ITSM to ease customer working. This is real ITSM. **What do you dislike about BMC Helix ITSM?** Late commer in SaaS. BMC has entered in SaaS market little late but it enters with the latest capabilities. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Leverging the capability of AI & ML for various stages of ITSM. New modern UI . Less number of Clicks. Cognitive services help to made decision automatically. Manual intervention is very less. OOB connectors available to connect with 100 of external application and many more ### 18. A Well Made Service Management tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Utilities | Enterprise (> 1000 emp.) **Reviewed Date:** July 27, 2022 **What do you like best about BMC Helix ITSM?** The ease with which we were able to integrate the application with Symphony Summit AI. **What do you dislike about BMC Helix ITSM?** Some of the flow etc. can be complex to confgure. **What problems is BMC Helix ITSM solving and how is that benefiting you?** By integrating our service management tool with BMC Helix Service management tool, we were able to ensure seamless processing of our incident and change management. ### 19. Steadfast Leader In ITSM Continues To Shine **Rating:** 4.0/5.0 stars **Reviewed by:** Ankit G. | Application Support Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** July 21, 2021 **What do you like best about BMC Helix ITSM?** The service and support are overall excellent. Only for some products, it takes too long to have a solution or sometimes even an answer. The products are at some points average (Smart-IT) and some points compelling (Innovation Suite). Digital Workplace is also a solid product but has some weak points, and hopefully, with getting it into the Innovation Suite, it will be that strong, I wish, and I need it. We realized significant cost savings with up to 75% improvement in service and management efficiencies from automating daily employee tasks. **What do you dislike about BMC Helix ITSM?** As a developer, you have not-so-good tools to debug like in a classic IDE. There are no breakpoints and not option to start at a specific point in the process. So, on the one hand, this graphical development gets you the power to create very quickly and have good progress. But on the other hand, it will be very frustrating when you are trying new things and have problems that you want to debug or fix. However, we value our continued collaboration with BMC and know they will address these issues. With BMC Helix, we can deliver exciting innovations throughout our company. We know we have one of the best solutions in the industry, which supports us to achieve our stated business outcomes and realize value from our investments in BMC software. **Recommendations to others considering BMC Helix ITSM:** Finest tool in the market for IT service management. **What problems is BMC Helix ITSM solving and how is that benefiting you?** We loved the way it is designed and easily integrated with other applications. Initially, we experienced many difficulties when using other tools wherein even a simple thing like Approving a request use to take a lot of time and patience. We need to open the application, log in and then check the pending requests for approval. But when we started using BMC remedy, the integration with PeopleSoft and MS office made it easy to create and approve requests without even a need for us to open the web/application portal. ### 20. BMC Remedy **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** December 26, 2021 **What do you like best about BMC Helix ITSM?** Easy to assign the tickets. Bulk assignment is possible. Incident SLA is colour coded in red, yellow, green. Easy to extract the report and can be schedule the report so not to download. **What do you dislike about BMC Helix ITSM?** It sometimes gives error while bulk assignment because we need to add few details for all incident. Can't open in two browser at same time. Takes time while assigning. **What problems is BMC Helix ITSM solving and how is that benefiting you?** I am assigning the tickets and working on that to solve customer issue. We set application alerts through bmc remedy and monitor there, batch as well. Creating changes, etc ### 21. Remedy BMC **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** December 14, 2021 **What do you like best about BMC Helix ITSM?** In remedy, we can assign incident in bulk, resolve or update in bulk. It gives many options such as to find incident in advance mode. SLA has been set and red green and yellow colour has been used for it. **What do you dislike about BMC Helix ITSM?** Sometimes it logout automatically and requires query to search tickets. It doesn't support advance API where we can use that in auto assign as per our requirement. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Incident assigning, resolving, creating, etc. Creating dashboards and roster as per the shifts. Ticket monitoring also we are doing on it. It gives alerts when applications are failed ### 22. BMC Helix ITSM **Rating:** 4.0/5.0 stars **Reviewed by:** Rajiv P. | Technical Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** December 28, 2021 **What do you like best about BMC Helix ITSM?** Easy to use and many options to modify according to users' needs. **What do you dislike about BMC Helix ITSM?** I need to report pulling function should work adequately. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Customer incidents. ### 23. Finest tool in the market for IT-Service management **Rating:** 4.5/5.0 stars **Reviewed by:** YuvaTheja E. | Lead, Development , Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** November 06, 2020 **What do you like best about BMC Helix ITSM?** BMC remedy is a great ITSM tool, one of the best that I have ever used. It provides seamless integration to other tools such a microsoft outlook and other MS office tools. The user interface is so smooth and super fast with unmatched flexibility. We can easily explore through the features/settings and customize look and feel to our need. We have integrated it to run from a people soft application and it never had any compatiblity issues in doing the same.However we faced multiple issues when we used other applications with peoplesoft. **What do you dislike about BMC Helix ITSM?** I have to praise it for its design, ease of use and seamless integration capabilites. Only thing I would suggest to improve is the Userinterface in some places and add more customizability to users otherwise its fantastic in every other aspect. **Recommendations to others considering BMC Helix ITSM:** BMC is your best bet for IT service management with most customer friendly interface with simplistic, light weight design . **What problems is BMC Helix ITSM solving and how is that benefiting you?** We loved the way it is designed and easily integratable with other applcations Initially we experienced lot of difficulty when using other tools wherein even a simple thing like Approving a request use to take a lot of time and patience. The reason is that we need to open the application, login and then check the pending requests for approval and then approve. But when we started using BMC remedy, the integration with peoplesoft and MS office made it easy to create and approve requests without even a need for us to open the web/application portal. ### 24. Amazing tool with lot of customizations **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** September 28, 2020 **What do you like best about BMC Helix ITSM?** This is the best incident management and service request tracking tool for enterprise level companies which helps to streamline the operations and create effective workflows for multiple processes within the company. The time to resolution tracking is reduced to great extent and the tracking becomes very easy. The BMC Support is also decent **What do you dislike about BMC Helix ITSM?** Upgrading the support system will be helpful and having dedicated Premium support will sort things out faster in case of any major downtime or incidents. **Recommendations to others considering BMC Helix ITSM:** Its a good tool for the effective tracking of issues and queries. The robust reporting options makes it an evergreen choice for all the levels of people. The dashboard is also user friendly and easy to use. You can customize reports as per your needs and the community support is also good. There are multiple users from all over the world which will always be ready to help in case you need any help for any feature. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Effectively managing the customer requests and the major incidents. The reporting options are also tremendous. You can have scheduled reports as per the requirement. ### 25. BMC Helix **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** October 22, 2020 **What do you like best about BMC Helix ITSM?** Coverage of all ticketing applications, wider features, although not organized very well. **What do you dislike about BMC Helix ITSM?** Limited, cumbersome and non-intuitive user interface **Recommendations to others considering BMC Helix ITSM:** If user experience, ease of navigation are important, then this is not an ideal tool. Functionality and depth of features are what you should look for here. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Centralized ticket management and workflow for applications ### 26. Essential tool for ticketing purpose **Rating:** 5.0/5.0 stars **Reviewed by:** Prachi K. | IT consultant, Enterprise (> 1000 emp.) **Reviewed Date:** June 13, 2020 **What do you like best about BMC Helix ITSM?** Great tool for ticketing purpose. Easy to understand. Includes all the ITIL practices like incident management, problem management, change management etc. good process workflow **What do you dislike about BMC Helix ITSM?** Nothing much to dislike about this product but only thing is that its a bit complex. **Recommendations to others considering BMC Helix ITSM:** Great ticketing tool for business purpose **What problems is BMC Helix ITSM solving and how is that benefiting you?** Able to track and monitor tickets raised. Able to link tickets to parent ticket. Able to set a proper process workflow. Able to create problem records and change requests ### 27. Run and reinvent **Rating:** 5.0/5.0 stars **Reviewed by:** Salvador I. | Technical Support Engineer, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** October 25, 2019 **What do you like best about BMC Helix ITSM?** Remedy gives you best options either on premise or on cloud solution. Not only that. You can deploy the solution in different powerful or known platforms such as AWS and Azure. Remedy is also a Multi tenancy supported as well as SSO. Remedy is very customer centric solution. Most importantly it is ITIL aligned. So process for IT service management helps our business digitally transformed **What do you dislike about BMC Helix ITSM?** I dislike is the price. Also the licensing scheme. Since Remedy is only for an enterprise business SMB would be an overkill. **Recommendations to others considering BMC Helix ITSM:** If you want your business to run in cloud or on demand. Remedy is the choice. Or if you want to have your employees or customers empower agility. It is the choice. **What problems is BMC Helix ITSM solving and how is that benefiting you?** It gives me an ease for creating smart decisions because of its built-in reporting took. This ticketing tool help me address my problems or incidents via self-service so I don’t have to wait for long queues or availability of IT staff. ### 28. Great tool to manage IT services **Rating:** 3.0/5.0 stars **Reviewed by:** Israel F. | IAM - Identity and Access Management, Enterprise (> 1000 emp.) **Reviewed Date:** October 24, 2019 **What do you like best about BMC Helix ITSM?** Remedy has many features that helpful for an IT envoriment. Can keep a track of tickets, task, request and report of the business operation area. Has an easy but complex interface that can be personalize for each user. Has the ability to contact users directly from the application to their emails. You can preview a ticket with the most recent updates in the main screen by just selecting an item. **What do you dislike about BMC Helix ITSM?** The downside is that it can be a little rough to handle sometimes. Most of its features are java based and might not be compatible with some web browsers. The user interface has too much to talk as this can be improve much better. **Recommendations to others considering BMC Helix ITSM:** Take a look in your company needs for contact and end users interaction. As it might be deficient in some sides. But its a powerful and simple tool that will help you get the job done. Also consider the system requirement for the software as some applications might not be fully compatible with BMC Remedy. Altough Remedy is been among the IT companies for a long time it seems it has not improve the visual of the tool making things kind of hard to understand but If you get along with the tool it will be great. Above all getting Remedy as an IT management tool will get the information needed for operation management needs. **What problems is BMC Helix ITSM solving and how is that benefiting you?** It has giving us the ability to track problems and keep thing up and running. Avoiding general outages or tacking care of them with a geat SLA response. ### 29. User friendly, easy to use, graphical **Rating:** 5.0/5.0 stars **Reviewed by:** Kavya K. | NHS Track and Trace, Mid-Market (51-1000 emp.) **Reviewed Date:** October 09, 2019 **What do you like best about BMC Helix ITSM?** How you can filter each of the task and manage them. Option to export a report to excel /Xps and filter based it based on name submitted date/time, Assignee, team etc. You can picture the entire flow of IT Asset Management and know where a certain request/ incident is pending. **What do you dislike about BMC Helix ITSM?** Sometimes there arises technical glitch. Yhe work logs suddenly disappears . You think you might not have saved it or not done that task. But just close the software and login again. It fixes itself. Only for new users who might not have come across this problem. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Software license ( for desktop, servers, new product) service request, Incident management , General assistance request Software license renewal/maintenance requests ### 30. The best software for control all tickets type **Rating:** 5.0/5.0 stars **Reviewed by:** Denis P. | Intership Student , Construction, Enterprise (> 1000 emp.) **Reviewed Date:** April 17, 2019 **What do you like best about BMC Helix ITSM?** This software is very easy for use, it has a very friendly interface.. It helps the company to control the attendance and provide the types of tickets that happen most. It also shows the client's satisfaction when the employee terminates the ticket. I also like to have the function to export to excel. **What do you dislike about BMC Helix ITSM?** Until the moment of use, I did not find anything in this tool that I do not like. It has many features that I do not yet know. **Recommendations to others considering BMC Helix ITSM:** I recommend using this program, it has several tools that help in day to day life and has an easy to use and very friendly interface. In addition, each call terminated, an email is sent to the requester to respond to a satisfaction survey. **What problems is BMC Helix ITSM solving and how is that benefiting you?** This program helps you control all types of requests and incidents. It helps to keep the goal of tickets met on time, and in addition, it shows which types of problems are most recurring within the company. ### 31. Excellent program to control activities! **Rating:** 4.5/5.0 stars **Reviewed by:** Denis P. | IT Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** April 22, 2019 **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 like. **Recommendations to others considering BMC Helix ITSM:** I recommend everyone to use the remedy, it is easy to understand and very practical. It is also cheap and you can monitor all type of request that occurs in the company. **What problems is BMC Helix ITSM solving and how is that benefiting you?** It helps in the agility of solving the problems of the company, besides being able to count on any type of report. ### 32. Complete ITSM tool **Rating:** 4.0/5.0 stars **Reviewed by:** Jose Nicolas G. | Account Service Manager, Enterprise (> 1000 emp.) **Reviewed Date:** June 13, 2019 **What do you like best about BMC Helix ITSM?** The way you can relate all relevant information to any type of ticket, it's a powerful and must-use capability within Remedy. You can have any number of related tickets, for example, set a bunch of incidents as child incidents of another one, then set a change record as the cause for the parent incident, and another one as the change that resolved such incident. Finally, you can set a problem record as the one in which all investigation is being done to prevent the incident from happening again. The related records enable a breadcrumb trail that allows to navigate thru all the tickets related to any issue. Instead of trying to piece together things like a puzzle, you have all the information relevant to a record at the reach of your fingertips. **What do you dislike about BMC Helix ITSM?** Most of the time, Remedy is slower than the average application, the response time for the searches, action buttons, filters, is a test of patience. Even with decent hardware, the response time doesn't show much of improvement. **Recommendations to others considering BMC Helix ITSM:** You will need to have all your processes in place first. The old computer saying about 'garbage in, garbage out' applies to the dot with ITSM tools, if you don't have you house clean and working smoothly before implementing Remedy (or any other ITSM tool for that matter) you'll have a rough time sorting it out and you won't get the best of it. **What problems is BMC Helix ITSM solving and how is that benefiting you?** With Remedy, my company handles most of our customers business IT. Most of the customers have all their processes handled by Remedy, and it has been a robust, reliable tool. ### 33. The most detailed service management experience available **Rating:** 4.0/5.0 stars **Reviewed by:** Alessandro D. | ICT Security Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** November 13, 2019 **What do you like best about BMC Helix ITSM?** Remedy allows to give support to customers on a large scale giving access to an immense quantity of information to help manage every kind of issues. For an ISP is the ideal solution. **What do you dislike about BMC Helix ITSM?** Despite the very large integration, Remedy is not as flexible as it seems to be, requiring a lot of tuning and internal best practice to be used at his best. **What problems is BMC Helix ITSM solving and how is that benefiting you?** ISP related problems, technical issues internal and external ### 34. Best tool for resolution of Dockets **Rating:** 4.5/5.0 stars **Reviewed by:** Bala Jyothi R. | JTO, Enterprise (> 1000 emp.) **Reviewed Date:** May 04, 2019 **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 ahead with BMC Remedy...life is made easy with it...best at taking reports, count,average time duration etc. **What problems is BMC Helix ITSM solving and how is that benefiting you?** We are using remedy to solve customer issues with BMC remedy, it is easy to keep track of the issue and provide optimum solution to the ticket raised through remedy ### 35. Incident and problem management application **Rating:** 1.5/5.0 stars **Reviewed by:** Diogo O. | Diogo Thawan, Enterprise (> 1000 emp.) **Reviewed Date:** May 27, 2019 **What do you like best about BMC Helix ITSM?** It is a tool that manages the incidents and problems within the ITIL concept. It is possible to consult GMUD's; PKE's, ars, request for repairs. Integrates almost all IT services **What do you dislike about BMC Helix ITSM?** Tool presents recurring and serious problems in architecture and optimization. Constants log out of account, java and html errors, which makes the job slow. **What problems is BMC Helix ITSM solving and how is that benefiting you?** We solve almost all of the company's demands for REMEDY. However, it should go through a total REWORK in the application architecture together with the development team ### 36. Remedy IT Service Management **Rating:** 4.5/5.0 stars **Reviewed by:** Tara M. | Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** February 09, 2019 **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 customer live on the new product, but had to prepare the Help Desk to support the new systems and understand the diagnostic process for support inquires. **What do you dislike about BMC Helix ITSM?** I noticed during a post-live volume spike that there seemed to be problems or process gaps linking enterprise tickets to the parent ticket (example: the team learned of a global configuration setting problem in the payroll system we were supporting, and after receiving the first set of calls, we continued to get inundated with new calls for the same global issue. The help desk staff seemed to have difficulty linking all calls to the parent issue, and this seemed to be an ongoing continuous education issue, because the steps were not always clear and/or intuitive in the tool directly. **Recommendations to others considering BMC Helix ITSM:** If you are working in a large matrix organization, and if you are working in project management and preparing clients to use Remedy for post-live support, be sure to invest in training on how to link inbound calls to parent tickets. This seemed to be a challenge for the Remedy users my project team worked with during the enterprise payroll project, which complicated post-live volume spikes during a time we really didn't need additional political headaches (people are often on edge during payroll system conversions and 500 calls for one central issue takes on a dramatically different pitch and tone in messaging depending on how the system structures the inbound volume. For instance - "reporting one global issue with 500 impacted customers + corrective measures underway" sounds much cleaner than "we have a sudden spike in 500 calls and the teams are trying to determine root cause". The narrative changes depending on how user friendly and intuitive the parent ticket linking features are. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Remedy IT Service Management helps prioritize ticket tracking so we can quickly identify if the issue is local, regional, state, facility type, etc., This helps our client determine the best narrative for customer communiques that often support issues that impact the enterprise, as well as determining which audience (based on attributes of aggregate ticket/demographic data) to target in our communications. ### 37. BMC Ticketing tool **Rating:** 3.0/5.0 stars **Reviewed by:** Vivek B. | Customer Support Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** January 21, 2019 **What do you like best about BMC Helix ITSM?** Easy interface with some good features and there are lots of good features such as categories where you can find the exact category related to your product easy to manage the ticket and at the same time you have many options such as you can put the ticket or case ID in progress if you are working if it is taking tie then you can pending the ticket so your SLA time will be stopped and you can manage multiple tickets at a time **What do you dislike about BMC Helix ITSM?** Sometimes too slow with hanging issue and if you do not refresh it will be log out automatically i have mentioned that above about category but they need more improvement in that features also **Recommendations to others considering BMC Helix ITSM:** If you are looking for good IT ticketing tool for resolving IT infra issues then go for it **What problems is BMC Helix ITSM solving and how is that benefiting you?** We are solving IT related quaries and issues in my company ### 38. Remedy on Cloud is the best ITSM ever **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 23, 2019 **What do you like best about BMC Helix ITSM?** From the time Remedy moved to cloud its one of the best ITSM tool ever, from fetching the reports to the Incident and Change from everything is perfect and as per the need. **What do you dislike about BMC Helix ITSM?** The reporting part could be better which I like in ServiceNow. Otherwise everything is good. **Recommendations to others considering BMC Helix ITSM:** Go for remedy other that servicenow **What problems is BMC Helix ITSM solving and how is that benefiting you?** Remedy is basically for logging IPC, it's fast in cloud and accessible from anywhere. ### 39. Good ticketing tool **Rating:** 4.0/5.0 stars **Reviewed by:** Chandra Vardhan M. | Consultant, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** December 26, 2018 **What do you like best about BMC Helix ITSM?** Tracking and linking with multiple systems.. even this is tracked to SAP solution manager. So what ever the values in Solution manger are created then this is helpful. **What do you dislike about BMC Helix ITSM?** Not so user friendly and should have good knowledge to understand the tool. Suppose if there is a save button then i need to keep on searching the save button where it is. So this is not helpful. **Recommendations to others considering BMC Helix ITSM:** This is a good tool for ticket tracking. Have a good interlinking **What problems is BMC Helix ITSM solving and how is that benefiting you?** Ticket tracking and change requests tracking . This is also linkigng be with solution manger . Also the CRQ and change management untill the maintainance part is completed this is better. ### 40. BMC Remedy software Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** February 26, 2019 **What do you like best about BMC Helix ITSM?** The thing that I like best about BMC Remedy software is that the main window is organized nicely. It is easy to sort by user or time last opened which can come in handy when you are dealing with a lot of requests or incidents. It also gives you the option to set a refresh interval which will automatically refresh the system and it will then not log you out. **What do you dislike about BMC Helix ITSM?** BMC Remedy software is slow and it is difficult to send emails to the customer through the software itself. **Recommendations to others considering BMC Helix ITSM:** When considering remedy, understand that it is good for a starting software, however, it is missing some key tools that are needed in a more wide-spread information technology group. **What problems is BMC Helix ITSM solving and how is that benefiting you?** BMC Remedy software helped solve the workspace problem in the information technology field at a university help desk, reports were sent in by students and staff and faculty and then reviewed, troubleshooted, and resolved by our IT employees. ### 41. Remedy as bug tracking and internal help desk **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** December 24, 2018 **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 within HP ALM, since Remedy is legacy application that we have used for long time we didn't use HP ALM for defect tracking which gave us hard time to switch back between HP ALM and Remedy for creating new defects while executing test cases. **Recommendations to others considering BMC Helix ITSM:** This is a very good tool for defect tracking and bug reporting both internally and client facing. Very stable and provides good reports on the dashboards. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Its a easy tool to use for defect tracking, Single tool used for both internal and client bug/defect tracking. ### 42. Great ticketing tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 06, 2019 **What do you like best about BMC Helix ITSM?** - Configured out of the box for common service desk scenarios. - ITIL standard complaint - Robust and reliable - Compatible across all web browsers **What do you dislike about BMC Helix ITSM?** - Administration could be difficult due to a legacy indexing system - Technical Support from BMC needs improvement. **What problems is BMC Helix ITSM solving and how is that benefiting you?** A ticketing tool was needed to implement our internal service desk service. ### 43. Use remedy weekely **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** August 20, 2019 **What do you like best about BMC Helix ITSM?** Really easy way to track and submit tickets for a large org. **What do you dislike about BMC Helix ITSM?** User interface is outdated and often confusimg **What problems is BMC Helix ITSM solving and how is that benefiting you?** IT support tickets. It integrates with out SSO solution and allows us to view and track results in real time. ### 44. Reasonably good tool for Incident/ Problem and Change Management **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** December 30, 2018 **What do you like best about BMC Helix ITSM?** * Unified systems to manage Incidents, Problems, Change requests, Technical requests * Ability to generate reports is in-built in the tool. Provides visibility in tracking tickets. * Helps integrate Incidents and problems with Changes to be implemented * Integration with other systems like Crystal Reports, etc is useful. * Adheres to most of the ITIL principles which is good * Implementation time are shorter as compared to other products. **What do you dislike about BMC Helix ITSM?** * It takes longer to truely understand the usage of tool. Lot of training is required. * Tool is not intuitive/ easy to use for beginners. * CRQ creation is a cumbersome task. Editing CRQ already submitted is very time consuming affair. Errors shown are difficult to comprehend. Identifying and correcting mistakes is not easy. * Customizing application is difficult at times * * **Recommendations to others considering BMC Helix ITSM:** Without proper user training, adaption of this tool could be difficult. Follow a structure process while creating/ submitting requests via this tool as mistakes are not easy to rectify. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Issues associated with below are primarily resolved using BMC Remedy ITSM tool * Service Request Management * Change Management * Incident/ Problem Management Benefits: * Effective Segregation of Incidents, Problems, Service Requests and Change requests for better management * Provides visibility in to tracking and closing requests. * Helps define and capture SLAs for each type of request. ### 45. Good experience but needs improvisation in the areas of User Interface an Complexity. **Rating:** 4.0/5.0 stars **Reviewed by:** Sunny S. | Senior Software Engineer/ Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** December 31, 2018 **What do you like best about BMC Helix ITSM?** Customization through shell scripting works great. This opens doors for automation. The regular update emails of the tickets is a big plus point. **What do you dislike about BMC Helix ITSM?** Slow and complex UI makes it difficult to use. The complexity makes it overwhelming at the start. **Recommendations to others considering BMC Helix ITSM:** It is a fair Tool to track incidents. Make sure that the resource gets a proper KT before starting to work on the tool. **What problems is BMC Helix ITSM solving and how is that benefiting you?** I have been working on ticketing systems of various internal and external groups. Customization through shell scripting by querying through Powershell makes things easier for automation. Compatible with large number of database and operating system. Ease of replication due to different server option. ### 46. Great ITSM software for enterprise level organizations **Rating:** 4.0/5.0 stars **Reviewed by:** Syed (Hussain) Ali Z. | Principal Software Engineer, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** April 05, 2019 **What do you like best about BMC Helix ITSM?** Easy for end-user use for creating trouble tickets and tracking technician performance. We used to award the best technicians. Can split and merge tickets. **What do you dislike about BMC Helix ITSM?** Basically the same survey functionality as version 4. We track this metric so we can how we provide services to our customers. **Recommendations to others considering BMC Helix ITSM:** Improve survey system and graphical workflows. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Simple trouble ticket tracking. tracking customer satisfaction ### 47. Remedy has been the easiest ITSM software to use! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** January 30, 2019 **What do you like best about BMC Helix ITSM?** Remedy has been the easiest ITSM software to use in comparison to the other's I've had to use in the past! **What do you dislike about BMC Helix ITSM?** There was nothing that I didn't like about it in my experience!! My new company uses Service Now and although it does its job - Remedy was way easier to learn and use! **Recommendations to others considering BMC Helix ITSM:** Not only does it come as an ITSM but also can track project requests!! The project tracking was the newest addition that was implemented at my company and since all assigned tasks and even the requester was able to see what was happening within the project. This came very helpful especially if there were approvals that needed to happen along the way. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Tracking of help desk tickets and Project requests ### 48. Review **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** February 11, 2019 **What do you like best about BMC Helix ITSM?** Navigating the modules is fairly easy. I'm not a power user by any means but it's fairly intuitive and easily modified for any companies use case. **What do you dislike about BMC Helix ITSM?** We are using an older version and their are some errors that appear that can be hard to figure out sometimes. **What problems is BMC Helix ITSM solving and how is that benefiting you?** It's doing a good job of managing our IT tickets and feeds into our reporting tools (ITSLM) reliably. ### 49. A quite flexible product, but irreplaceable **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** October 04, 2018 **What do you like best about BMC Helix ITSM?** Remedy's modularity allows it to be implemented in a simple and practical way in different departments of the company. This is one of the most efficient product that I have had the pleasure to work with. **What do you dislike about BMC Helix ITSM?** It is difficult to make the main platform to interact with other tools for, for example, intelligent reporting. It is complex and not easy to use, and its interface is not pleasant. **Recommendations to others considering BMC Helix ITSM:** If it is the first development, you can consider another vendor. If it already exists in your company, it is almost impossible to move to another platform. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Our company is using BMC Remedy to manage Incidents (Tickets), Service Requests, Change Requests, Tasks, and Problems, and has allowed us to have a database on incidents with a great deal of information. ### 50. The most complete tool for your service desk **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** August 16, 2018 **What do you like best about BMC Helix ITSM?** The best part is that it integrates all ITIL processes into a single tool; you have problem management, change management, configuration management, incident management, knowledge management, an all-in-one integrated for the service desk. Additionally, its ease of use for the service desk allows it to manage incidents by associating them with common problems or the knowledge base, so that the operator can resolve the incident in less time or escalate it to the appropriate level. On the other hand, it also includes the integration of real-time reports with Smart Reporting, which helps to work with the information reported from the tool with great flexibility. **What do you dislike about BMC Helix ITSM?** The interface is not very user-friendly and quite rough; it is one of the aspects that need to be worked on. The knowledge management module is very basic and poor; it would need a more powerful editor. You need a large infrastructure to work with the application; it is not recommended for small organizations. **Recommendations to others considering BMC Helix ITSM:** Improve the interface, improve the knowledge module to be able to offer a better experience to the technician. Improve the notification system so that they are more pleasant and visually appealing for the user, as they are currently in plain text. **What problems is BMC Helix ITSM solving and how is that benefiting you?** We have managed to integrate all ITIL processes into the tool, as well as those of ISO 20000, thus achieving the ISO 20000 quality certification. ## BMC Helix ITSM Discussions - [What is BMC Software used for?](https://www.g2.com/discussions/what-is-bmc-software-used-for) - [What is remedy Helix?](https://www.g2.com/discussions/what-is-remedy-helix) - [What is BMC Helix ITSM?](https://www.g2.com/discussions/what-is-bmc-helix-itsm) - [When will you change the UI](https://www.g2.com/discussions/when-will-you-change-the-ui) - 1 upvote - [How can the tool be used effectively for Automations?](https://www.g2.com/discussions/32082-how-can-the-tool-be-used-effectively-for-automations) - 1 upvote - [View BMC Helix ITSM pricing details and edition comparison](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-21+05%3A10%3A21+-0500&secure%5Bsession_id%5D=0130b4ef-1ad0-4082-a282-6803af8d709f&secure%5Btoken%5D=df307fe04bde3fe162582444779b6f95842f10b8e1a5d93172c3fca4354a62e4&format=llm_user) ## BMC Helix ITSM Integrations - [ActiveDirectory Domain Controller for Windows 2016](https://www.g2.com/products/activedirectory-domain-controller-for-windows-2016/reviews) - [Jira](https://www.g2.com/products/jira/reviews) ## BMC Helix ITSM Features **Administration** - Change Management - Asset Management - Reports & Analytics **Incident Management** - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Service Desk** - Help Desk - Incident Reports - Process Workflow **Reporting** - Dashboards - Time Tracking **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making ## Top BMC Helix ITSM Alternatives - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,725 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,289 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (950 reviews)