--- title: BMC Helix ITSM Reviews meta_title: 'BMC Helix ITSM Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 296 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: 296 scale: '5' date_modified: '2026-08-04' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # 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:** 296 ## 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 appreciate the **ease of use** of BMC Helix ITSM, enabling fast navigation and efficient task management. (5 reviews) - Users praise the **fast and user-friendly ticket management** of BMC Helix ITSM, enhancing task efficiency and reporting accuracy. (4 reviews) - Users love the **navigation ease** of BMC Helix ITSM, finding it user-friendly and intuitive for managing tasks. (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 often face **integration issues** with BMC Helix ITSM, making the service unreachable at times. (1 reviews) - Users note that the **UI processing time** of BMC Helix ITSM is slow, affecting overall satisfaction. (1 reviews) - Performance Issues (1 reviews) - Slow Development (1 reviews) ## BMC Helix ITSM Reviews ### 1. 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 ### 2. 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. ### 3. 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. ### 4. 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. ### 5. BMC Remedy is a great business tool **Rating:** 4.0/5.0 stars **Reviewed by:** Pamela G. | Information Systems Security Officer, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** October 04, 2018 **What do you like best about BMC Helix ITSM?** Remedy is a great tool for the enterprise that can be configured to whatever needs the organization is looking for. Remedy is great for tracking changes and projects and had numerous features like methods to notify additional staff for approvals, areas to add comments and notes, and customizable drop down menus that can assist with eForms for whatever change request you are needing **What do you dislike about BMC Helix ITSM?** Remedy can have a new and improvement interface. The interfaces seems a bit outdated and small to look at **What problems is BMC Helix ITSM solving and how is that benefiting you?** Remedy is helping to solve business issues of proper documenting of changes and approvals. With remedy, everything is tracked in a centralized area and a use could see who previously approved something, notes, and more ### 6. excellent tool to generate indicators. Little visually friendly and unfriendly for its navigability. **Rating:** 4.5/5.0 stars **Reviewed by:** Dorian Patricia T. | Coordinador de Monitoreo y Control, Telecommunications, Enterprise (> 1000 emp.) **Reviewed Date:** June 24, 2018 **What do you like best about BMC Helix ITSM?** It is a tool that can be adapted to the needs of the business, it is robust, it prints reports that facilitate audit work. It is a reliable and robust tool. Generates report number without saving changes, this allows improvement in response times, has the necessary capacity to attach evidence for optimal documentation.Generates report easily and accurately.The knowledge base allows sharing data about other experiences with other users. **What do you dislike about BMC Helix ITSM?** It has an unfriendly interface which interferes with navigability. It has very high costs taking into account that there are zero cost applications that perform the same functions. **Recommendations to others considering BMC Helix ITSM:** The primordial serial increase the storage capacity. Allows to attach more files to each bitacora would help with the correct documentation of cases and therefore facilitates all types of audits. **What problems is BMC Helix ITSM solving and how is that benefiting you?** It is an application that generates a report in an easy and precise way which allows access to the information in a quick way and allows to speed up statistical tasks. ### 7. The Remedy **Rating:** 4.0/5.0 stars **Reviewed by:** Jimi N. | Analista del centro de operaciones de red, Enterprise (> 1000 emp.) **Reviewed Date:** June 19, 2018 **What do you like best about BMC Helix ITSM?** It is a simple application, and with a fairly friendly graphical interface. **What do you dislike about BMC Helix ITSM?** in certain moments the application has difficulties to update some other information. **Recommendations to others considering BMC Helix ITSM:** It is a really useful tool that will make your life much easier, so you can take the help tables to another level taking advantage of the novel ways to keep your clients informed of what is happening in terms of their cases in management. **What problems is BMC Helix ITSM solving and how is that benefiting you?** With this application is carried out the update of the tables of help of the company, in this they are updated as they go the cases that are managed and in this way the information is sent to the client so that they go giving an idea of ​​how the management goes of their cases. ### 8. BMC ITSM, BMC Atrium CMDB, SRM, Smart Reporting, SmartIT, and Digital Workplace **Rating:** 5.0/5.0 stars **Reviewed by:** Lenny W. | Enterprise (> 1000 emp.) **Reviewed Date:** June 20, 2018 **What do you like best about BMC Helix ITSM?** The flexibility of the product. I have taught others, developed, administered and used the product for over 20 years. I have seen other products and still could not break away from BMC Remedy and what it has to offer. I love the product so much that I have co-founded the five years of WWRUG conferences, one year of T3-SMAC and now 2018's SMAC Conference (URL: https://www.smac-conference.com/). **What do you dislike about BMC Helix ITSM?** Not much outside of more and more installation requirements are put into place because of added functionality with the web, cloud, and the standard API processes. **Recommendations to others considering BMC Helix ITSM:** If you are looking for a great Change Management process, a break/fix system, a service catalog tracking system, or just something to keep up with all of the resources that one owns from start to finish, then BMC Remedy is the way to go. **What problems is BMC Helix ITSM solving and how is that benefiting you?** If you know what you are doing in the tool then you know what you can gain from all of the applications. I train customers how to squeeze every ounce of data from the system in order to get the most out of the product for their dollars. Great product but you need to know how it ticks, how it needs to be fed the right amount of data, and how to minimize the applications by knowing your own processes to incorporate it. ### 9. Remedy with Smart IT **Rating:** 3.5/5.0 stars **Reviewed by:** Michael B. | Enterprise (> 1000 emp.) **Reviewed Date:** April 04, 2018 **What do you like best about BMC Helix ITSM?** Remedy gives us a single place to track all incoming requests from users, has features to perform the quick creation of issues, integrates with other central services, and incorporates items like change management and asset management. Also, the ability to link various kinds of information together in the system is valuable (for example, issues related to changes, issues related to users/ devices, etc). API's are also available for use with other systems you may have. **What do you dislike about BMC Helix ITSM?** There is a large amount of information available and sometimes it can be hard to report out on that data in any way other than the standard way. The development of their mobile solutions do not appear to be a priority and sometimes they have lingering issues with the newest releases of iOS and Android. **Recommendations to others considering BMC Helix ITSM:** Like other software, if you are buying it for s specific reason think about what else you could incorporate into it to consolidate systems/ processes. For example, change management and asset management. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Tracking incidents, change management, and asset management. The ability to have all this information in one central place, all linked together, and available for different support groups to interact with has been the most valuable for how we use this software. ### 10. BMC Remedy **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Broadcast Media | Small-Business (50 or fewer emp.) **Reviewed Date:** October 24, 2018 **What do you like best about BMC Helix ITSM?** Remedy is great because it can make a single destination to track all the data from multiple users and perform quick customer service. The availabilty of the software to bridge different information systems is valuable and the API’s are available for you to make this more friendly with other systems. **What do you dislike about BMC Helix ITSM?** The learning curve for the software is definitely not desireable and the fact that the report handout is hard to understand which is not a good outcome. The mobile solutions are not a priority and we have not seen an update but definitely look forward to the updates in the future. **Recommendations to others considering BMC Helix ITSM:** Defintiely a product worth buying **What problems is BMC Helix ITSM solving and how is that benefiting you?** Tracking assest, understanding changes, and flagging incidents. We have the ability to do this all at one place. ### 11. Great Ticketing Software **Rating:** 4.5/5.0 stars **Reviewed by:** Mark R. | Operations Representative, Restaurants, Mid-Market (51-1000 emp.) **Reviewed Date:** December 21, 2018 **What do you like best about BMC Helix ITSM?** Remedy provides excellent tools to document thorough incident reports and process. This software make a it easy to keep track of on going maitence and repair issue, especially related to NOC or critical infrastructure issues. **What do you dislike about BMC Helix ITSM?** There are so many data entry fields that it can be overwhelming for new users. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Critical infastructure and NOC related work orders. ### 12. Great tool but it needs to improve the speed of launching and working **Rating:** 3.5/5.0 stars **Reviewed by:** 🤓 Gustavo M. | Analista delle Operazioni, Enterprise (> 1000 emp.) **Reviewed Date:** June 09, 2018 **What do you like best about BMC Helix ITSM?** I like the way it manages and shows the incidents. I also like that is possible to arrange the incident tickets by date, by name, type, etc. It has several items to follow up any incident (start date, update time, end date, binnacle space. It is possible to know who received and handled the tickets for the first time. It has a record of changes made in tickets, **What do you dislike about BMC Helix ITSM?** The version I currently use doesn't have a row to attach any file, so it's very difficult to upload emails, pictures or some other supporting documents. Sometimes it is slow, above all when you're trying to open a ticket to review its contents. It's not so easy to recover the password when you forget it. **Recommendations to others considering BMC Helix ITSM:** It's a very functional tool above all if it's used for following up incidents in IT industries. **What problems is BMC Helix ITSM solving and how is that benefiting you?** The main problem is management of incidents reported by customers or internal incidents. ### 13. Remedy is great but slow **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 14, 2018 **What do you like best about BMC Helix ITSM?** There are lots of features that allow you to customize the flow to meet your needs. **What do you dislike about BMC Helix ITSM?** The system is easily overwhelmed when many users are logged in at the same time. **What problems is BMC Helix ITSM solving and how is that benefiting you?** We have a streamlined process which increases our efficiency and allows us to track what step we’re at and what may be holding up the process. ### 14. Incident management tool **Rating:** 5.0/5.0 stars **Reviewed by:** Leidy E. | Supervisor NOC Venezuela, Enterprise (> 1000 emp.) **Reviewed Date:** June 11, 2018 **What do you like best about BMC Helix ITSM?** This is an application that allows you to manage incidents, problem management, change management and knowledge base, asset management and administration of service agreements (SLAs) as well as the management of a CMDB (database for administration of configurations) in a single data model and with a single user interface. **What do you dislike about BMC Helix ITSM?** It contains a lot of information when choosing the Items, to register the incident which is confusing. machines this should be improved to be more specific when starting to record the incidence. **Recommendations to others considering BMC Helix ITSM:** As indicated, it is a tool which has the capacity to link diverse, and improves the attention times of incidence and give a more effective solution. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Guarantee the coverage of essential tasks such as incident and problem management, sorting them in such a way that it allows you to reduce the volume of incidents and speed up the resolution of problems. ### 15. Good ticketing and inventory tool **Rating:** 3.5/5.0 stars **Reviewed by:** Lourdes F. | Ingeniero de comunicaciones, Enterprise (> 1000 emp.) **Reviewed Date:** July 27, 2018 **What do you like best about BMC Helix ITSM?** easy-to-use tool, reporting option, easy ticket tracking as comments are added directly when replying to an email indicating the REQ or INC in the subject, **What do you dislike about BMC Helix ITSM?** the option of mandatory fields when making new requests, or requiring you to have administrator permissions to make modifications. **Recommendations to others considering BMC Helix ITSM:** medi235@hotmail.com **What problems is BMC Helix ITSM solving and how is that benefiting you?** easy tracking of incidents and new requests. you can have detailed inventory control, automatically updated using other tools for it ### 16. The Most complete IT Service Management Suite **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** August 14, 2018 **What do you like best about BMC Helix ITSM?** It is the most complete tool I have used to manage incidents, problems, changes, and most ITIL processes. Easy and agile use to generate ticket, manage problems, manage changes, manage CIs with the CMDB, job scheduling, real-time reports and a long ect offered by the BMC tool. It allows you to modify it and adapt it to your needs and those of your service, modifying its forms or creating new forms. **What do you dislike about BMC Helix ITSM?** The interface is unfriendly for both the user and the technician who uses the application, and forces you to use other BMC tools or develop your own to make it more user-friendly and user-friendly. It is an infrastructure for large organizations, if you have a small organization it is better to use free software such as Mantis. **Recommendations to others considering BMC Helix ITSM:** As I said before, if you have a small organization, maybe Remedy is too big for your organization, since Remedy needs a great IT infrastructure for its operation. This needs to improve its reporting tool ("Smart Reporting") to make it more powerful, since sometimes it is very colorful, it needs to cross data from different tables and perform complex queries that the application does not support. **What problems is BMC Helix ITSM solving and how is that benefiting you?** We can manage all ITIL processes from Remedy, measure them and process the information they provide to improve these processes. ### 17. Reliable way to contain and maintain issues **Rating:** 3.5/5.0 stars **Reviewed by:** BJ F. | Vice President, Project/Program Management, Financial Services, Enterprise (> 1000 emp.) **Reviewed Date:** November 25, 2018 **What do you like best about BMC Helix ITSM?** Availability of fields where you can give a lot of details about your tickets for issues, problem, and changes. **What do you dislike about BMC Helix ITSM?** The linking of tickets through the issues is clunky and not a progression as it should be. **What problems is BMC Helix ITSM solving and how is that benefiting you?** We use remedy for our technology issues within our many systems. We can have almost unlimited information captured to help document for a knowledge repository ### 18. BMC Remedy **Rating:** 4.5/5.0 stars **Reviewed by:** Antonio L. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 04, 2018 **What do you like best about BMC Helix ITSM?** Centralize all user incidents as well as the company's stock. **What do you dislike about BMC Helix ITSM?** The slowness of the tool when generating dense reports **What problems is BMC Helix ITSM solving and how is that benefiting you?** For my work, it is very important since all user incidents are received through this application. ### 19. BMC Remedy **Rating:** 5.0/5.0 stars **Reviewed by:** Piyush K. | Graduate Services Assistant, Computer Software, Enterprise (> 1000 emp.) **Reviewed Date:** December 28, 2018 **What do you like best about BMC Helix ITSM?** A good user interface for its users. Provides alerts to necessary personnel **What do you dislike about BMC Helix ITSM?** Can have a better customer portal, Need proper mobile access **What problems is BMC Helix ITSM solving and how is that benefiting you?** Worked with Innovation Suite for building an application ### 20. BMC Remedy **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Medical Practice | Mid-Market (51-1000 emp.) **Reviewed Date:** December 15, 2018 **What do you like best about BMC Helix ITSM?** This system I have recently began using after my company transitioned from an older ticket management system. It is very easy to find tickets add comments and update statuses. **What do you dislike about BMC Helix ITSM?** The system sometimes has a habit of not allowing certain users to assign tickets to themselves. **Recommendations to others considering BMC Helix ITSM:** Yes very simple and easy to use. **What problems is BMC Helix ITSM solving and how is that benefiting you?** We are using remedy to service our in house help desk issues, such as computers that require new software or updates, printers that require mantaince. ### 21. I wish it had a mobile app **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** December 23, 2018 **What do you like best about BMC Helix ITSM?** It is simple and to the point and easy once you understand it **What do you dislike about BMC Helix ITSM?** We use this at the hospital and it freezes all day and hard to enter duplicate tickets **What problems is BMC Helix ITSM solving and how is that benefiting you?** Track tickets ### 22. Terrible Program **Rating:** 0.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** May 15, 2018 **What do you like best about BMC Helix ITSM?** If I had to switch to another program to submit tickets or change orders, there is no way that it would be worse that BMC Remedy, so I feel prepared for anything now. **What do you dislike about BMC Helix ITSM?** It is horrible. The absolute worst thing is that it will give you error messages when trying to submit a ticket, but not let you know what the error is. Instead is will just say something like: " Error 2334516" and you have to go back through the whole ticket to see what might be wrong. It is not a user friendly program at all. It requires you to enter redundant information way too many times. **Recommendations to others considering BMC Helix ITSM:** Find a more user friendly product. Your IT desk and customers will thank you. **What problems is BMC Helix ITSM solving and how is that benefiting you?** I use this for submitting tickets to various departments as well as submitting charge requests for major projects. ### 23. Perfect tool for incident management **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 07, 2018 **What do you like best about BMC Helix ITSM?** BMC remedy helps us to automate incident and problem management workflow to reduce the number of incidents handled, improve resolution times, and prevent future incidents. **What do you dislike about BMC Helix ITSM?** Active directory sync is not happening well, for instance some people records might not be synchronized, which appear in the CTM. People Records that have not been reconciled table, after we run the synchronization verification. **Recommendations to others considering BMC Helix ITSM:** It is a powerful tool which helps ITSM job easy. **What problems is BMC Helix ITSM solving and how is that benefiting you?** It helped our business with following the whole ITSM fundamentals and helped with less incidents and made the management easy. ### 24. Great ticketing website **Rating:** 5.0/5.0 stars **Reviewed by:** Ryan F. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 17, 2018 **What do you like best about BMC Helix ITSM?** I like the user interface on the site a lot. **What do you dislike about BMC Helix ITSM?** I don't like that it is a bit hard to learn. For example, some categories have a ... before them and you need to remember that when typing. Also, exclamation points are used before names. **What problems is BMC Helix ITSM solving and how is that benefiting you?** We use this site to track our projects and assign them to workers. It works really well and we noticed a huge increase in productivity and we can assign projects to those who are best suited for them. ### 25. Excellent for what it offers **Rating:** 4.0/5.0 stars **Reviewed by:** Timothy N. | Assistant Director - Technical Operations, Education Management, Enterprise (> 1000 emp.) **Reviewed Date:** September 22, 2018 **What do you like best about BMC Helix ITSM?** User defined queues in addition to defaults. Ticket assignment is clear and simple. Automatic escalations after certain thresholds. Ability to reopen tickets if necessary. **What do you dislike about BMC Helix ITSM?** software can seem clunky at times. Doesn't easily play well with monitoring suites. **What problems is BMC Helix ITSM solving and how is that benefiting you?** We've used remedy for change management and incident management/ ticketing. The benefits we've gained are enhanced visibility into issues and being able to track issues to their point of origin. ### 26. Ticket system **Rating:** 5.0/5.0 stars **Reviewed by:** Miguel M. | Mr, Mid-Market (51-1000 emp.) **Reviewed Date:** December 13, 2018 **What do you like best about BMC Helix ITSM?** The subsequent upgrades have been very beneficial **What do you dislike about BMC Helix ITSM?** Still a little clunky but was able to suitable for everyday use **What problems is BMC Helix ITSM solving and how is that benefiting you?** Great admin for trouble ### 27. Professional incident management application **Rating:** 4.0/5.0 stars **Reviewed by:** María G. | Small-Business (50 or fewer emp.) **Reviewed Date:** September 02, 2018 **What do you like best about BMC Helix ITSM?** How easy it is to work with this tool. Real-time management is fast and allows for efficient work. **What do you dislike about BMC Helix ITSM?** Sometimes when working in a team accessing the tool from multiple accounts, it becomes somewhat slow in response. **Recommendations to others considering BMC Helix ITSM:** It is a perfect tool for the resolution and management of incidents at the user level. The agility and effectiveness of the usage process is magnificent. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Well, the resolution of technical issues in real time. ### 28. Remedy review **Rating:** 5.0/5.0 stars **Reviewed by:** Lakshmana K. | Assistant Consultant, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** July 31, 2018 **What do you like best about BMC Helix ITSM?** Remedy is good to report an incident and open a change request and maintain the incident tickets. its the best place to have incidents tracked **What do you dislike about BMC Helix ITSM?** cannot open in multiple browser. in some case we wanted to clone a change and that needs to be compared we cannot do it. **Recommendations to others considering BMC Helix ITSM:** definitly reccomend the system that runs on production enablement environment **What problems is BMC Helix ITSM solving and how is that benefiting you?** Tracking the incident tickets and it always keeps track of the projects installed and upcoming projects to be installed ### 29. Very powerful, often poorly implemented **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Enterprise (> 1000 emp.) **Reviewed Date:** October 31, 2018 **What do you like best about BMC Helix ITSM?** Remedy has the potential to be a fantastic resource for incident tracking and information **What do you dislike about BMC Helix ITSM?** Unfortunately, every environment I've encountered is often thrown together haphazardly and is plagued with organizational and performance issues **What problems is BMC Helix ITSM solving and how is that benefiting you?** Incident and project tracking ### 30. Production support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** January 19, 2019 **What do you like best about BMC Helix ITSM?** Systemetic appriach for incident management **What do you dislike about BMC Helix ITSM?** User interface could be enriched to facilitate reporting needs **What problems is BMC Helix ITSM solving and how is that benefiting you?** Incidents opened by stores requesting help - tracking is easy and effective ### 31. Ticketing tool **Rating:** 3.5/5.0 stars **Reviewed by:** David M. | Administrador de Redes Senior, Mid-Market (51-1000 emp.) **Reviewed Date:** July 27, 2018 **What do you like best about BMC Helix ITSM?** Assign incidents to a specific department for faster processing. **What do you dislike about BMC Helix ITSM?** It takes quite a while to produce the inventory reports. **Recommendations to others considering BMC Helix ITSM:** danip_@hotmail.com **What problems is BMC Helix ITSM solving and how is that benefiting you?** Incidents are resolved with this tool and a database is generated with all of them, to consult them in the future. ### 32. Advanced IT Service Management Solution **Rating:** 4.5/5.0 stars **Reviewed by:** Timothy S. | IT Project Manager, Enterprise (> 1000 emp.) **Reviewed Date:** December 20, 2017 **What do you like best about BMC Helix ITSM?** BMC Remedy makes it easier to follow up on incidents and change requests. I can check on the progress of an incident or change order and see its status, who is in charge and what approvals are still required. It also builds a knowledge base, where you can go back and check previous issues how they were resolved. **What do you dislike about BMC Helix ITSM?** BMC Remedy interface has numerous options and tab. This makes it harder to navigate. We need to spend at least a day to train new personnel to get acquainted with the application. **Recommendations to others considering BMC Helix ITSM:** BMC is providing free trails now, which I believe is a good opportunity to test the application. We have Remedy cloud based. The application is reliable, secure and customizable. **What problems is BMC Helix ITSM solving and how is that benefiting you?** After installing Remedy, the IT service has been more efficient. We have gained time in the approval process flow. The load was better distributed among the administrators, technicians, and engineers. We also had better insights and improved KPIs. ### 33. Just started using this software. Seems very comprehensive so far. **Rating:** 3.5/5.0 stars **Reviewed by:** Shelby S. | Program Advisor for Service and Leadership, Higher Education, Enterprise (> 1000 emp.) **Reviewed Date:** September 05, 2017 **What do you like best about BMC Helix ITSM?** I like that it is a complex program, with a lot of customizable options. For our large company it fits all of our unique needs. **What do you dislike about BMC Helix ITSM?** Extra Pop-up windows that are a new window totally. Would prefer not to have to go back or exit out of extra windows. Additionally sometimes the errors do not fully explain the issue. **Recommendations to others considering BMC Helix ITSM:** I would say that it may take a little bit to get it set up for you specific needs, but once it is set up it is fairly easy to use. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Customer service support and overall problem management. It is very versatile and customizable. We are using this organization wide so our tickets and issues are in one place. ### 34. Decent Program **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 24, 2018 **What do you like best about BMC Helix ITSM?** The ease of catagotizations for tickets. **What do you dislike about BMC Helix ITSM?** I do not like all of the information you have to put in. It would be much faster if so many things were not mandatory. **What problems is BMC Helix ITSM solving and how is that benefiting you?** IT reports for ticket catagorization. ### 35. BMC Remedy **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Enterprise (> 1000 emp.) **Reviewed Date:** October 23, 2018 **What do you like best about BMC Helix ITSM?** It fits and supports all aspects of the ITIL framework from Strategy through Operations **What do you dislike about BMC Helix ITSM?** The complexity of maintaining the system can be costly **Recommendations to others considering BMC Helix ITSM:** It is a god fit for large, mature ITSM organizations that have the appropriate bandwidth for administration and support **What problems is BMC Helix ITSM solving and how is that benefiting you?** A tool to support our ITSM processes including Service Desk Incident and Request along with Change and Configuration Management ### 36. Simple but outdated. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** October 31, 2018 **What do you like best about BMC Helix ITSM?** It is simple and fairly user friendly to get use to. **What do you dislike about BMC Helix ITSM?** It is an outdated system that needs to be updated so it can be more faster. **Recommendations to others considering BMC Helix ITSM:** Get ready to learn to use it properly on your own as there is no manual. **What problems is BMC Helix ITSM solving and how is that benefiting you?** It provides benefits for change management and keeping and tracking all changes. ### 37. Good for industry but very slow.. **Rating:** 3.0/5.0 stars **Reviewed by:** Abhijeet P. | Manager - GCP & Data Analytics (Data Fusion & Big Query), Enterprise (> 1000 emp.) **Reviewed Date:** November 27, 2017 **What do you like best about BMC Helix ITSM?** Ticketing system Features and reporting User access management Categorization and searching option Queue management Over all great tool but there are lot of scope of improvement.MC 9.0 version has overcome lot of issues and it is very fast compare to earlier version. **What do you dislike about BMC Helix ITSM?** Very slow and old compare to other in market UI is not so user-friendly Reporting is not so good and messy Child parent ticket reference requires exact number or advance search pending ticket feature is case sensitive for adding 3rd party vendor requires approval and it is very big process which i don't like **Recommendations to others considering BMC Helix ITSM:** Compare other products in industry and take your decision wisely.. **What problems is BMC Helix ITSM solving and how is that benefiting you?** We receive tickets from 24 countries first level support and we can work on multiple issue which are assigned to us. ### 38. BMC Remedy review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** October 25, 2018 **What do you like best about BMC Helix ITSM?** I like the feature that I can download all the information and use them to create graphs for clients and senior management. **What do you dislike about BMC Helix ITSM?** The tool sometimes freezes because of the sheer data volume or fast operations. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Resolving issues reported by users through Remedy. It is easy to track and observe the response time. ### 39. Review for BMC remedy INC tool **Rating:** 3.5/5.0 stars **Reviewed by:** chaitanya s. | Websphere Administrator, Hospital & Health Care, Enterprise (> 1000 emp.) **Reviewed Date:** January 18, 2018 **What do you like best about BMC Helix ITSM?** I like the content of BMC remedy tool and to the detailed level, it goes. The most useful process in the remedy is creating a CRQ it goes to every detailed level of the tasks and another positive thing about remedy is that the tracking of an INC/request it has a detailed comments section to track the request/INC. it is very useful in tracking the multitasking request such as task assignments etc. the PBI creation is a very long process and they should seriously improve that. overall remedy team should seriously think about their response times and architecture. they should change their overall environment and architecture if they want to compete with current volume and competitors. it is very slow I remote connection and it's not justified to their pricing terms. now its only recommended for small industries. **What do you dislike about BMC Helix ITSM?** the primary thing I don't like about remedy is the response time. it takes very long time to respond. The time taken to run the background queries takes very long time and sometimes it is very irritating. remedy team should seriously think about their process and they should think about reducing the response times. **Recommendations to others considering BMC Helix ITSM:** I recommend not to use the remedy. it is very slow it takes a long time to process internal queries. **What problems is BMC Helix ITSM solving and how is that benefiting you?** It is very easy to create a CRQ process with remedy ad it goes into every detail level and required approval. the benefits are it goes to very streamlined process. ### 40. Intelligent Ticketing Tool **Rating:** 4.5/5.0 stars **Reviewed by:** Jothikumar J. | Sr. SAP BW/HANA Consultant, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** January 19, 2018 **What do you like best about BMC Helix ITSM?** The most effective feature I admire about this tool is it's seamless integration with PPT (People, Process & Technology). Astounding UI and user friendly layouts to carryout the tasks without any difficulty. **What do you dislike about BMC Helix ITSM?** Almost nothing to go with a negative feedback. **Recommendations to others considering BMC Helix ITSM:** Enterprise users without any second thought could deploy the BMC Remedy software for the business operations. The tool has a seamless integration with the help desk as well as the core team members. Tool is outstanding with respect to its competition in the global arena. Has been well built and designed to handle the incident raised for the partner team, vendor management and also to provide a quick-wick solution for the ongoing business seamlessly. **What problems is BMC Helix ITSM solving and how is that benefiting you?** 1. Providing solutions for L1, L2 & L3 categories of SLA's. 2. Receiving the same from Help desk and allocating them to the consultants as per SLA's. 3. Prioritizing the same to meet the SLA's. ### 41. The most complete tool to follow ITIL process **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** October 10, 2018 **What do you like best about BMC Helix ITSM?** BMC Remedy is a complete tool for a complete management of ITIL procedures, incidents, request, changes, inventory, etc... **What do you dislike about BMC Helix ITSM?** Web interface when you have a big deployment with a big database, it's not very fast. **Recommendations to others considering BMC Helix ITSM:** Inventory management, Incidents, Requests, Control of changes management **What problems is BMC Helix ITSM solving and how is that benefiting you?** Remedy helps to manage all support practice with ITIL procedure, it's the most complete. ### 42. It's no a remedy to our needs **Rating:** 0.5/5.0 stars **Reviewed by:** Mohit S. | Senior Software Engineer Technical Lead, Enterprise (> 1000 emp.) **Reviewed Date:** March 30, 2018 **What do you like best about BMC Helix ITSM?** It's ok for reporting and dashboards on the data once it is there. Other than that there is nothing that I like about Remedy. The font is tiny and very hard to read. It does not work with all browsers. **What do you dislike about BMC Helix ITSM?** The font is tiny and very hard to read. It does not work with all browsers. It's is not at all intuitive. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Ticketing system. ### 43. Remedy is great and robust **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Enterprise (> 1000 emp.) **Reviewed Date:** July 22, 2018 **What do you like best about BMC Helix ITSM?** I really like how easy it is to use. I also like how robust the platform is for asset management and tracking as well as for incident amd requests management. **What do you dislike about BMC Helix ITSM?** I have seen it implemented well and. It so well. I dislike that the went away from the client app. I've gotten used to the web app but the client app seemed much faster. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Just about everything IT related gets managed or tracked through remedy ### 44. BMC REMEDY **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 11, 2018 **What do you like best about BMC Helix ITSM?** I like when the time of an incident is paused when sent to a customer to give their input. **What do you dislike about BMC Helix ITSM?** Its quite slow and it takes a while to load. Also when a ticket has an attachment it takes a while to load. **Recommendations to others considering BMC Helix ITSM:** One of the best software for ticket management **What problems is BMC Helix ITSM solving and how is that benefiting you?** Ticket system, for solving tier 1 n tier 2 support ### 45. Awesome **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Military | Enterprise (> 1000 emp.) **Reviewed Date:** October 23, 2018 **What do you like best about BMC Helix ITSM?** I love the ease of the ticket tracking system **What do you dislike about BMC Helix ITSM?** Nothing really, it is simple to use and no huge learning curve **What problems is BMC Helix ITSM solving and how is that benefiting you?** Ticket Tracking ### 46. Does it's job well! Very **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** August 01, 2017 **What do you like best about BMC Helix ITSM?** It's powerful and simple. Remedy isn't flashy. It doesn't have all the bells and whistles of some other systems. But it makes life easy! At my company we use Remedy for service requests. The tool makes this process simple and straightforward. **What do you dislike about BMC Helix ITSM?** The User Interface is lacking somewhat in its design. I appreciate the simplicity of Remedy but feel like it could provide more in terms of user experience. It feels somewhat like I'm using a system that's maybe 5-7 years behind in terms of look and feel. **Recommendations to others considering BMC Helix ITSM:** This is a solid product and something that we use everyday! It does it's job well! **What problems is BMC Helix ITSM solving and how is that benefiting you?** Tracking and opening service requests. Remedy does a great job at this simple task. All service requests are initiated and closed in Remedy at our company. It's the one stop shop for entering and tracking requests. ### 47. BMC Remedy **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Industrial Automation | Enterprise (> 1000 emp.) **Reviewed Date:** January 14, 2018 **What do you like best about BMC Helix ITSM?** BMC Remedy simplifies incident and change management. I can check on the progress of an incident or change order and see its status quickly, who is in charge and what approvals are still required. It also has a great knowledge base, where you can check knowledge relationship to previous incidents, etc. **What do you dislike about BMC Helix ITSM?** BMC Remedy interface has numerous options and tabs which makes it difficult to navigate. We need to spend at least a day to train new personnel to get acquainted with the application. **Recommendations to others considering BMC Helix ITSM:** Review lower cost options first **What problems is BMC Helix ITSM solving and how is that benefiting you?** Our IT service has been more efficient and Customer Experience improved. Reduced overall approval process time. We also had better insight with Service Level Management (SLM) improving our SLA's / KPI's ### 48. Very useful tool **Rating:** 4.5/5.0 stars **Reviewed by:** Brendan W. | Systems Administrator, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** January 30, 2018 **What do you like best about BMC Helix ITSM?** I like BMC Remedy. It’s been very useful for me as a ticketing system. Honestly l, it may be more robust than I even need. There are cool little scripts you can write to streamline some processes. **What do you dislike about BMC Helix ITSM?** Perhaps it could be a little prettier, sleeker, and graphical. However, that would probably bog performance. **Recommendations to others considering BMC Helix ITSM:** Give it a shot. Couldn’t hurt. **What problems is BMC Helix ITSM solving and how is that benefiting you?** I solve end user problems with technology. Tickets are assigned to me and then I close them out when fixed. The benefit is remembering everything in my workload and being able to make notes. ### 49. Easy to Use and Administer **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** January 16, 2018 **What do you like best about BMC Helix ITSM?** This is a straight forward ticketing system that is easy to setup and administer. The features offer all the search and support capabilities you could want. **What do you dislike about BMC Helix ITSM?** The interface is a little "old-fashioned" and does not have all the best bells and whistles as far as visual appeal. However, don't let that stop you from using this software. It offers great search features, email notifications, etc. **Recommendations to others considering BMC Helix ITSM:** Great product to use for a ticketing system. Easy for users and administrators. **What problems is BMC Helix ITSM solving and how is that benefiting you?** This is a great ticketing system for any internal or external ticketing processes you might have. Easy for users to submit a ticket and easy to administer. ### 50. Powerfull but so slow **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Enterprise (> 1000 emp.) **Reviewed Date:** August 10, 2018 **What do you like best about BMC Helix ITSM?** it is a good tool to create ticket for helpdesk **What do you dislike about BMC Helix ITSM?** it is terribly slow and ugly. You have to wait long time before they change that **What problems is BMC Helix ITSM solving and how is that benefiting you?** ticketing tool for helpdesk IT ## 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?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-08-06+13%3A00%3A34+-0500&secure%5Bsession_id%5D=f3ebabe3-66e2-4bd7-bd8c-5caaa0f5bac5&secure%5Btoken%5D=d8ba0c26be4be1af3666d667247e1e371a22ead17ac6ac63b71724ffaa5dc3f1&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 - IT Asset Management - Knowledge Management - Project Management - Service Level Agreement (SLA) Management - Task Management - Service Request Management - Release Management - Configuration Management - Ticket Management - Workflow Management - Problem Management - Incident Management - Contract/License Management - Support Ticket Management - Knowledge Base Management - Capacity Management - Availability Management - Inventory Management **Incident Management** - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Service Desk** - Help Desk - Incident Reports - Process Workflow - Customizable Reports **Reporting** - Dashboards - Time Tracking - Activity Tracking **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation - Real-Time Reporting **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 - Third-Party Integrations **Additional Functionality** - Project Management - Procurement Management - CMDB - AI Copilot - Generative AI - IT Risk Management - Service Catalog - Inventory Management - Surveys & Feedback - Chat/Messaging - Change Management - Reporting & Statistics - Task Management - Email Templates - Benchmarking - Localization Automation - Real-Time Reporting - Customer Support - Scheduled/Automated Reports - Alerts/Escalation - Release & Deployment - Email Management - Contract/License Management - Workflow Management - Problem Management - Analytics - Service Level Agreement (SLA) Management - Configuration Management - API - IT Asset Management - Remote Access/Control - Live Chat - Customizable Reports - Incident Management - Asset Lifecycle Management - Support Ticket Management - Customizable Templates - Customizable Branding **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 - Third-Party Integrations - Resource Allocation & Planning - Multi-Language **Additional Functionality** - Prioritization - Service History - Client Portal - Customizable Forms - AI Copilot - API - Service Catalog - Real-Time Notifications - SSL Security - Activity Dashboard - Real-Time Monitoring - Generative AI - Surveys & Feedback - Drag & Drop - Self Service Portal - Alerts/Notifications - Automated Responses - Customizable Branding - Customizable Templates - Support Ticket Tracking - Automated Routing - Macros/Templated Responses - Collaboration Tools - Multi-Channel Communication - Reporting & Statistics - Customizable Fields - Activity Tracking - Search - Alerts/Escalation - Access Controls/Permissions - Dashboard Creation - Remote Access & Monitoring - Asset Tracking - Chat/Messaging - Approval Process Control - Audit Trail ## Top BMC Helix ITSM Alternatives - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,821 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,299 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (964 reviews)