--- 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: '2026-08-13' 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:** 297 ## 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. Flexible, Enterprise-Grade ITSM That Scales for Complex Processes **Rating:** 4.5/5.0 stars **Reviewed by:** Sachin A. | Application Development Senior Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** July 23, 2026 **What do you like best about BMC Helix ITSM?** What I like best about BMC Helix ITSM is its balance between flexibility and enterprise-grade functionality. Having worked with different ITSM platforms, I've found that Helix does a good job of supporting complex IT processes without forcing organizations into rigid workflows. Its automation, service request management, and change management capabilities are mature, and the platform scales well for large environments. I also like that it integrates well with other BMC Helix products, making it easier to build a connected IT operations and service management ecosystem. **What do you dislike about BMC Helix ITSM?** One of the biggest drawbacks for me is the user interface. Compared to many modern ITSM platforms, it feels dated and isn't always intuitive. Common tasks can take more clicks than expected, and navigating between different modules isn't as smooth as it could be. A more modern, streamlined UI would make the overall experience much better. **What problems is BMC Helix ITSM solving and how is that benefiting you?** BMC Helix ITSM helps bring all IT service management activities into one place, making it easier to manage incidents, service requests, problems, and changes in a consistent way. Instead of relying on emails or disconnected tools, everything is tracked through structured workflows with clear ownership and visibility. This improves response times, helps teams collaborate more effectively, and makes it much easier to meet service level agreements while delivering a better experience for end users. ### 2. Good Tool for Managing IT Support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Dairy | Enterprise (> 1000 emp.) **Reviewed Date:** August 11, 2026 **What do you like best about BMC Helix ITSM?** What I like most about BMC Helix ITSM is that it keeps everything organized in one place. It’s easy to track tickets, check their status, and manage requests without too much hassle. I also like that it helps the team collaborate better and keeps things moving when there are multiple issues to handle. **What do you dislike about BMC Helix ITSM?** Sometimes the interface feels a bit confusing, especially when you’re trying to find a specific option. Some tasks also take more clicks than expected, which can make simple work feel a little time-consuming. **What problems is BMC Helix ITSM solving and how is that benefiting you?** BMC Helix ITSM makes our daily IT work much easier. We can raise tickets, track issues, and see what is still pending without checking different places. It also helps us assign work to the right team and follow up when needed. This saves time and avoids a lot of manual communication. Overall, it keeps things more organized and makes it easier for us to handle and resolve IT issues without unnecessary delays. ### 3. 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. ### 4. Smooth move from Remedy to Innovation Studio SaaS **Rating:** 4.5/5.0 stars **Reviewed by:** Vinay J. | Technical Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** May 20, 2026 **What do you like best about BMC Helix ITSM?** The best part is how they have are moving from Remedy to its SaaS version Innovation Studio **What do you dislike about BMC Helix ITSM?** Loose focus on existing defects while building new capabilities **What problems is BMC Helix ITSM solving and how is that benefiting you?** The kind of automations they are coming up with in form of Agentic AI is just amazing ### 5. 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. ### 6. 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 ### 7. 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. ### 8. 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 ### 9. 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. ### 10. 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 ### 11. 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 ### 12. 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 ### 13. 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. ### 14. 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. ### 15. 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 ### 16. 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. ### 17. 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 ### 18. 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. ### 19. 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. ### 20. 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 ### 21. 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. ### 22. 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. ### 23. 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. ### 24. 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. ### 25. 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. ### 26. 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. ### 27. 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. ### 28. 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. ### 29. 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. ### 30. 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. ### 31. 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. ### 32. 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. ### 33. 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 ### 34. 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. ### 35. 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. ### 36. 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 ### 37. 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 ### 38. 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 ### 39. 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. ### 40. 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. ### 41. 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. ### 42. 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 ### 43. 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 ### 44. 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. ### 45. Good product to do the ITIL process **Rating:** 5.0/5.0 stars **Reviewed by:** Sirilux T. | Manager, Enterprise (> 1000 emp.) **Reviewed Date:** February 21, 2018 **What do you like best about BMC Helix ITSM?** Flexible to customize. Best ITSM Tool. **What do you dislike about BMC Helix ITSM?** inside of package has a lot of modules. It isn't compatible with the orgainization that not implement ITIL. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Remedy Service Request Module can be configured to manage the complex workflow and permission. ### 46. BMC Remedy is intuitive and sensible **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** December 12, 2017 **What do you like best about BMC Helix ITSM?** I have found Remedy to be-By far-The easiest and most "common sense" ticketing system. We used it for both incident & change tickets and compared to something like Service Now-Which I found incredibly clumsy and not at all intuitive-Remedy is great and easy and quick for the team to add codes-Or make quick changes on the back end to simplify & expedite things on the front end **What do you dislike about BMC Helix ITSM?** Not much-Things can always be steamlined-But, nothing specific **Recommendations to others considering BMC Helix ITSM:** I would definitely suggest Remedy over some of the other ticketing SW out there. It seems to work well in a large environment **What problems is BMC Helix ITSM solving and how is that benefiting you?** It is used for submitting both incident tickets & change tickets for project management-The benefits are what I have mentioned-This tool is so much easier-which makes it quicker to properly submit a change ticket for projects ### 47. BMC Remedy Review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** February 02, 2018 **What do you like best about BMC Helix ITSM?** I like the search. I can search for the same user errors using the advanced search and find all the tickets with that issue. It is very helpful if you are experiencing a bug or defect after a system update. **What do you dislike about BMC Helix ITSM?** It freezes up sometimes right in the middle of working on a ticket **Recommendations to others considering BMC Helix ITSM:** It is a great system for IT help desk issues. **What problems is BMC Helix ITSM solving and how is that benefiting you?** We troubleshoot a web based application for the department of social services. We use Remedy for clients to submit tickets regarding issues with this interface. I like that you can load pre-made templates into remedy for fast responses to common questions. ### 48. everything you need for support tickets, change management and collaboration for support center **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Mid-Market (51-1000 emp.) **Reviewed Date:** April 11, 2018 **What do you like best about BMC Helix ITSM?** all in one screen. customization for a specific job or function **What do you dislike about BMC Helix ITSM?** cost, so far we are very happy with it. if you wanted to save money you can limit the lic to access it and setup up timeout **Recommendations to others considering BMC Helix ITSM:** up front cost is a bit higher but the ease of use and the customization will make it an important part of your company **What problems is BMC Helix ITSM solving and how is that benefiting you?** ticket management and tracking. ### 49. Strong product, with may functionalities **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** December 06, 2017 **What do you like best about BMC Helix ITSM?** It's easy to report any problem to service Desk , they receive the incident and start the workflow until the problem has been finally solved. New popular request option added is one of the good feature which makes it easy to new request. Embedded ITIL v3 processes, with industry best practice reports and KPIs available out-of-the-box Drag-and-drop change calendars, automated collision detection, and visual impact analysis graphs **What do you dislike about BMC Helix ITSM?** The performance is very slow sometimes Having to fill in so many fields for a single ticket can be a huge task sometimes **Recommendations to others considering BMC Helix ITSM:** We are very satisfy and in teh process of migration to a newer versio **What problems is BMC Helix ITSM solving and how is that benefiting you?** tickets can be added to a root cause analysis to better understand what's needed to improve performance and customer satisfaction. ### 50. Best ITSM for the Enterprise **Rating:** 4.5/5.0 stars **Reviewed by:** Pedro C. | SR. ITSM/BSM Consultant (Remedy), Small-Business (50 or fewer emp.) **Reviewed Date:** December 22, 2017 **What do you like best about BMC Helix ITSM?** I like so much the mobile features, the new consoles **What do you dislike about BMC Helix ITSM?** Until current version, the migration process between version and even between environment is very manual **What problems is BMC Helix ITSM solving and how is that benefiting you?** Integrations with other information sources, out-of-the-box ITIL compliance.. ## 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?filters%5Bnps_score%5D%5B%5D=5§ion=pricing&secure%5Bexpires_at%5D=2026-08-13+12%3A10%3A58+-0500&secure%5Bsession_id%5D=bf89cf98-1cdf-4c72-9c3e-87cc6570ccc1&secure%5Btoken%5D=ee900795a46bc73abd9189236d7daf02ea31210c45e9e88dfd7a20a218623e07&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 - Real-Time Notifications **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 - Mobile 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 (1,827 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,304 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (966 reviews)