--- title: BMC Helix ITSM Reviews meta\_title: 'BMC Helix ITSM Reviews 2026: Details, Pricing, & Features | G2' meta\_description: Filter 297 reviews by the users' company size, role or industry to find out how BMC Helix ITSM works for a business like yours. aggregate\_rating: rating\_value: 3.7 review\_count: 297 scale: '5' date\_modified: '2026-08-11' parent\_category: name: IT Management url: https://www.g2.com/categories/it-management --- # BMC Helix ITSM Reviews & Product Details Claimed ###### Profile Status This profile is currently managed by BMC Helix ITSM but has limited features. Are you part of the BMC Helix ITSM team? [Upgrade your plan](https://sell.g2.com) to enhance your branding and engage with visitors to your profile! 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. * * * Seller [BMC Helix](https://www.g2.com/sellers/bmc-helix) Discussions [BMC Helix ITSM Community](https://www.g2.com/products/bmc-software-bmc-helix-itsm/discuss) Solution Type All-in-One Overview by Kayleigh Kannady (Lead Marketing Program Manager at BMC Software) Show More ## Value at a Glance Averages based on real user reviews. ### Time to Implement 6 months ### Return on Investment 26 months [ View More Pricing Information ](https://www.g2.com/products/bmc-software-bmc-helix-itsm/pricing) ## Top-Rated Alternatives [ ![ServiceNow IT Service Management](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "ServiceNow IT Service Management") ServiceNow IT Service Management 4.5/5(1,949) ](https://www.g2.com/products/servicenow-it-service-management/reviews) [ ![Freshservice](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Freshservice") Freshservice 4.6/5(1,349) ](https://www.g2.com/products/freshservice/reviews) [ ![Jira Service Management](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jira Service Management") Jira Service Management 4.3/5(991) ](https://www.g2.com/products/jira-service-management/reviews) [ View All Alternatives ](https://www.g2.com/products/bmc-software-bmc-helix-itsm/competitors/alternatives) ## User Insights Average based on 297 real user reviews. Implementation Time 6 months Perceived Cost $$$$$ [Log in to unlock pricing and user insights](/login) ## BMC Helix ITSM Integrations (2) What do users say about integrations? Integration information sourced from real user reviews. [ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") ActiveDirectory Domain Controller for Windows 2016 ](https://www.g2.com/products/activedirectory-domain-controller-for-windows-2016/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Jira ](https://www.g2.com/products/jira/reviews) Show More ![Verified User in Automotive](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Automotive") UA Verified User in Automotive Enterprise (\> 1000 emp.) 5/5/2026 "Bulk Upload Makes User Onboarding Fast and Effortless" 4/5 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. Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. Show More 5/7/2026 Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Information Technology and Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Information Technology and Services") AI Verified User in Information Technology and Services Mid-Market (51-1000 emp.) 9/3/2025 "Reliable ITSM Platform with Strong Capabilities but Steep Learning Curve" 4.5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More 9/14/2025 Validated ReviewerSource: Organic ![Verified User in Insurance](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Insurance") UI Verified User in Insurance Enterprise (\> 1000 emp.) 8/2/2025 "Very easy to use" 4/5 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. Review collected by and hosted on G2.com. What do you dislike about BMC Helix ITSM? It's the user friendly layout and navigation Review collected by and hosted on G2.com. What problems is BMC Helix ITSM solving and how is that benefiting you? It logs all tickets, incidents, tasks in 1 comprehensive tool Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Nandi Vishal U.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Nandi Vishal U.") NU Nandi Vishal U. Assistant Manager Enterprise (\> 1000 emp.) 11/13/2024 "Brief Explanation on BMC Remedy ITSM" 5/5 What do you like best about BMC Helix ITSM? All the details related to a ticket is organised and ease in managing the tickets. Review collected by and hosted on G2.com. What do you dislike about BMC Helix ITSM? While integrating with other Device sometimes ITSM is not reachable. Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. Show More 5/18/2025 Validated ReviewerSource: Organic ![Vikas K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Vikas K.") VK Vikas K. Manager Enterprise (\> 1000 emp.) 1/12/2024 "Great ITSM tool to manage business services" 4.5/5 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. Review collected by and hosted on G2.com. What do you dislike about BMC Helix ITSM? Expensive compared to other ITSM tools. Not easy to maintain, sometimes causes troubles like performance issues. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More 1/19/2024 Current UserValidated ReviewerIncentivizedSource: G2 invite MC M C. Mid-Market (51-1000 emp.) 10/19/2023 "Great program" 5/5 What do you like best about BMC Helix ITSM? Super fast to use I prefer this to other programs Review collected by and hosted on G2.com. What do you dislike about BMC Helix ITSM? Nothing at all it's great how it is. I wouldn't want any other features Review collected by and hosted on G2.com. What problems is BMC Helix ITSM solving and how is that benefiting you? Any problems our systems may have get put into BMC Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Mohd S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Mohd S.") MS Mohd S. DevOps Engineer Enterprise (\> 1000 emp.) 3/8/2023 "Good tool for ticket and report handling" 4/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More 3/25/2023 Current UserValidated ReviewerIncentivizedSource: G2 invite ![Nitin R.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Nitin R.") NR Nitin R. Desktop Support Analyst Enterprise (\> 1000 emp.) 10/19/2022 "TICKETING TOOL WITH MANY OPTIONS" 4/5 What do you like best about BMC Helix ITSM? Navigation between searching and filtering fhe incidents and work orders is excellent Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Adam N.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Adam N.") AN Adam N. CEO, Chief ITSM Architect (RAC, BCP, ITIL) Small-Business (50 or fewer emp.) 1/20/2023 "Helix ITSM" 4.5/5 What do you like best about BMC Helix ITSM? Modern UI, automation, ease of use, robust and conforming to the ITIL Framework Review collected by and hosted on G2.com. What do you dislike about BMC Helix ITSM? Sometimes can be pricey but you have to pay for what you get. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Vignesh S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Vignesh S.") VS Vignesh S. Cloud Administration Sr. Associate Enterprise (\> 1000 emp.) 11/30/2021 "Need to change the UI" 2/5 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. Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More 5/31/2022 Current UserValidated ReviewerIncentivizedSource: G2 invite ## Pricing Insights Averages based on real user reviews. ### Time to Implement 6 months ### Return on Investment 26 months ### Average Discount 20% [ View More Pricing Information ](https://www.g2.com/products/bmc-software-bmc-helix-itsm/pricing) 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(991) [ 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(1,949) [ Compare Now ](https://www.g2.com/compare/bmc-software-bmc-helix-itsm-vs-servicenow-it-service-management) ##### ##### BMC Helix ITSM Features Incident Management Ticket Prioritization Ticket Notifications Knowledge Base Reporting Dashboards Time Tracking Access & Usability Mobile Self Service Active Directory Administration Change Management Asset Management [ View More Features ](https://www.g2.com/products/bmc-software-bmc-helix-itsm/features) ##### 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 [Which application shielding tools prevent binary reverse engineering while keeping app launch times fast and the user experience clean?](https://www.g2.com/discussions/which-application-shielding-tools-prevent-binary-reverse-engineering-while-keeping-app-launch-times-fast-and-the-user-experience-clean)[Best industry-standard sales performance tools](https://www.g2.com/discussions/best-industry-standard-sales-performance-tools)[Which contact center payments tools offer QR code payment options alongside telephony integration?](https://www.g2.com/discussions/which-contact-center-payments-tools-offer-qr-code-payment-options-alongside-telephony-integration) [Which procurement tools can show a measurable impact on spend visibility or approval time within the first few months of rollout?](https://www.g2.com/discussions/which-procurement-tools-can-show-a-measurable-impact-on-spend-visibility-or-approval-time-within-the-first-few-months-of-rollout)[Best tools for integrating display ads with social campaigns](https://www.g2.com/discussions/what-are-the-best-tools-for-integrating-display-ads-with-social-campaigns)[Pros and Cons Details](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)