[ BMC Hel... Reviews ](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) [ BMC Hel... Reviews ](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) # BMC Helix ITSM Features ##### ## Incident Management (4) Ticket Prioritization Prioritizes tickets based on factors configured by the user. Ticket Notifications Notifies the IT team when a ticket needs action. Knowledge Base Provides a forum for answers to common questions. Knowledge Base/Ticket Integration Integrates knowledge base articles into a ticket. Show More ##### ## Reporting (2) Dashboards Displays important metrics relating to performance. Time Tracking Tracks time worked on a ticket. Show More ##### ## Access & Usability (4) Mobile Enables access to service desk features via mobile device. Self Service Enables employees to view the status of their tickets. Active Directory Provides a directory of all users within an organization. Multi-Channel Access Enables access to service desk features through multiple channels such as email, phone, or the portal. Show More ##### ## Administration (3) Change Management Tools to track and implement required IT changes in a system. Asset Management Tools to organize and manage all IT assets within an organization. Reports & Analytics A means to view and analyze a large amount of data in order to gain business insights. Show More ##### ## Service Desk (3) Help Desk A place for users to submit tickets when they require IT help. Incident Reports Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur. Process Workflow The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met. Show More ##### ## Functionality (4) Ticketing System Provides a service desk for users to submit tickets for IT-related issues. Performance Logging Tracks action-by-action asset performance with machine- or human-readable logs. Alerting Creates alerts when tracked assets encounter errors or performance issues. Automation Automates repetitive tasks associated with IT service operations and maintenance. Show More ##### ## Management (5) Reporting Provides graphics, dashboards, and general reporting around IT service, assets, and incidents. Administration Console Provides administrative tools for routine maintenance, upkeep, and tracking. Access Management Gives administrators control over user privileges and accessibility for IT assets. Asset Management Gives administrators control over hardware and software resource allocation and tracking. Policy Dictation Controls policies and configurations across business applications and hardware. Show More ##### ## Agentic AI - Service Desk (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - IT Service Management (ITSM) Tools (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More [ ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice") Sponsored Freshservice 4.6/5 (1,336) Visit Website ](javascript:void(0)) ## Top-Rated Alternatives [ ![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management") ServiceNow IT Service Management 4.5/5 (1,736) ](https://www.g2.com/products/servicenow-it-service-management/reviews) [ ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice") Freshservice 4.6/5 (1,290) ](https://www.g2.com/products/freshservice/reviews) [ ![Jira Service Management](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management") Jira Service Management 4.3/5 (961) ](https://www.g2.com/products/jira-service-management/reviews) [ View All Alternatives ](https://www.g2.com/products/bmc-software-bmc-helix-itsm/competitors/alternatives) BMC Helix ITSM Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Product Avatar Image") Jira Service Management 4.3/5 (987) [ Compare Now ](https://www.g2.com/compare/bmc-software-bmc-helix-itsm-vs-jira-service-management) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_9c880f7a0d09093f6eb16be07641fccc/opentext-service-management-automation-x-smax.jpeg "Product Avatar Image") OpenText Service Management... 4.2/5 (72) [ Compare Now ](https://www.g2.com/compare/bmc-software-bmc-helix-itsm-vs-opentext-service-management-automation-x-smax) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_da836c06c61c98d4a0795c7cfc3a9a5a/servicenow-it-service-management.jpg "Product Avatar Image") ServiceNow IT Service... 4.5/5 (1,879) [ Compare Now ](https://www.g2.com/compare/bmc-software-bmc-helix-itsm-vs-servicenow-it-service-management) ##### Categories on G2 [ IT Service Management (ITSM) Tools ](https://www.g2.com/categories/it-service-management-itsm-tools)[ Service Desk ](https://www.g2.com/categories/service-desk) ##### Explore More [ What location intelligence system integrates with retail analytics platforms? 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