--- 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: '2026-08-07' 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. 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. ### 2. BMC Remedy **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** January 16, 2018 **What do you like best about BMC Helix ITSM?** Lots of information available, if you or your management is into that sort of thing. No frills. **What do you dislike about BMC Helix ITSM?** Nothing is fluid about the interface or process of opening and closing service requests. Much of the information available is redundant and adds to the cumbersome usage. I prefer several free service requests solutions over BMC Remedy, but Remedy does fit better into a corporate environment. **Recommendations to others considering BMC Helix ITSM:** I'd encourage you to look at all of your available options before purchasing Remedy. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Closing support requests, incident tracking, and historical reporting for multiple technical teams. ### 3. Remedy reviewed! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 10, 2018 **What do you like best about BMC Helix ITSM?** The ease of accessing information and working with the screens once entered. As Helpdesk manager I was relying on much of the data from Remedy to provide reports to upper management. **What do you dislike about BMC Helix ITSM?** With internal configurations setup some of the screens were not explained too well and were hard to work with **Recommendations to others considering BMC Helix ITSM:** I would suggest that once configured on site, make sure everyone that will be using it will be involved in the configuration. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Helpdesk tickets... Was glad to have all the data at my fingertips ### 4. Remedy is a clunky yet powerful way to store customer service calls **Rating:** 3.5/5.0 stars **Reviewed by:** Mark O. | Sr. SGML/XML Analyst, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** January 16, 2018 **What do you like best about BMC Helix ITSM?** I like the ability to search through current and previous calls whether they have been resolved or not. **What do you dislike about BMC Helix ITSM?** Some of the fields are limited and cannot be customized. It would be nice to be able to customize it more for our particular department. **Recommendations to others considering BMC Helix ITSM:** Be sure and take advantage of whatever customization is provided. **What problems is BMC Helix ITSM solving and how is that benefiting you?** We are tracking the thousands of calls that come in every week, and are able to generate reports about individual stores so they can be rated and make improvements. ### 5. 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 ### 6. Ticketing.. **Rating:** 4.0/5.0 stars **Reviewed by:** Nicholas H. | Owner, Hospital & Health Care, Enterprise (> 1000 emp.) **Reviewed Date:** January 04, 2017 **What do you like best about BMC Helix ITSM?** I like being able to create queries to filter out criteria of my own choosing. **What do you dislike about BMC Helix ITSM?** There is a lack of flexibility as far as customizing layout or exporting data to other databases for use in app development **Recommendations to others considering BMC Helix ITSM:** Skip and go to service now **What problems is BMC Helix ITSM solving and how is that benefiting you?** Some of the problems I solve include finding patterns in open tickets and seeing what we can do to resolve them. Remedy allows us to search tickets put in with specific criteria ### 7. Old Standby **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Enterprise (> 1000 emp.) **Reviewed Date:** March 30, 2018 **What do you like best about BMC Helix ITSM?** Remedy is a very useful tool that just keeps plugging along. I like the ease of use the best. **What do you dislike about BMC Helix ITSM?** I wish it were more "digital" and somewhat lightweight. **What problems is BMC Helix ITSM solving and how is that benefiting you?** We use Remedy for our configuration management database and support center. ### 8. 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. ### 9. 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. ### 10. BMC Remedy review **Rating:** 3.5/5.0 stars **Reviewed by:** Ameera K. | DevOps Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** January 29, 2018 **What do you like best about BMC Helix ITSM?** Looking at my assignments keeps me on task. Keep track of obnoxious specifics. **What do you dislike about BMC Helix ITSM?** Feels clunky, load time, sometimes feels archaic. Only works in Mozilla Firefox! Huge issue. also all the annoying email notifications I didnt necessarily need. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Customer service management, incident management. Being able to share other team members on the specifics of a task when they actually need to know about it. ### 11. Reliable and Easy to Use **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** April 24, 2018 **What do you like best about BMC Helix ITSM?** I like that Remedy is responsive, and has a low cost to our organization. **What do you dislike about BMC Helix ITSM?** isThe interface is dated and not especially intuitive. It looks like it's from the early 2000's. **What problems is BMC Helix ITSM solving and how is that benefiting you?** ItIt's inexpensive to our organization, and allows the entire organization to submit tickets, while ensuring that only people who need to, see them. ### 12. Well designed help desk solution **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Civil Engineering | Enterprise (> 1000 emp.) **Reviewed Date:** December 26, 2017 **What do you like best about BMC Helix ITSM?** Remedy has a really easy to use interface with a simple to follow layout that even nontechnical users could get to grips with quickly. **What do you dislike about BMC Helix ITSM?** This may have only been an issue with the setup at my previous job but when searching for certain criteria you had to preface with either an @ or ! depending on the search. Obviously not an end of the world issue but it is annoying to have to refuse the search when you use the wrong symbol or forget altogether. **Recommendations to others considering BMC Helix ITSM:** Defiantly worth looking into, makes monitoring tickets for potential impacts much easier. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Very effecting helpdesk solution particularly when grouping multiple related issues together in the case of major impacts. ### 13. With the right support Remedy is a great go to! **Rating:** 3.5/5.0 stars **Reviewed by:** Brittany M. | Director; Technology, Innovation & Research Center, Higher Education, Enterprise (> 1000 emp.) **Reviewed Date:** December 13, 2017 **What do you like best about BMC Helix ITSM?** Remedy is a robust system that is able to be designed to support very large scale operations. **What do you dislike about BMC Helix ITSM?** Despite using several browsers and a newer system the application requires a lot of memory and crashes if I’m doing too much multitasking. **Recommendations to others considering BMC Helix ITSM:** Must have someone well versed in Remedy to support teams if implementing on a large scale. **What problems is BMC Helix ITSM solving and how is that benefiting you?** We use Remedy as a ticketing system for our IT help desk. We are able to help users across teams get their IT needs taken care of. ### 14. 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. ### 15. Nice Incidence management tool **Rating:** 3.0/5.0 stars **Reviewed by:** Sanjeev C. | Senior Consultant, Management Consulting, Enterprise (> 1000 emp.) **Reviewed Date:** January 21, 2018 **What do you like best about BMC Helix ITSM?** Configurable interface, Layout customisations, Provides systematic hierarchy to follow up the incidence. We can find all incidents and change requests at one location. **What do you dislike about BMC Helix ITSM?** Very dense layout/cells, multiple sections looks same. **Recommendations to others considering BMC Helix ITSM:** Remedy needs to work more on better user experience but I will recommend as this certainly provides an infrastructure of incidence when you start using it. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Incidence management ### 16. Organized Chaos **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** December 05, 2017 **What do you like best about BMC Helix ITSM?** BMC Remedy provides a lot of flexibility to its users. There are endless amounts of custom reports and possibilities within the tool. **What do you dislike about BMC Helix ITSM?** The developers must have a great understanding of the tool's potential as well as the exact requirements of its user. **Recommendations to others considering BMC Helix ITSM:** Make sure your app development team is trained and prepared for integration. **What problems is BMC Helix ITSM solving and how is that benefiting you?** BMC Remedy is used for a ticketing system in my business. This allows us to move tickets between groups and keep an account for time to close. ### 17. 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.. ### 18. Great for support tickets management, slow as a turtle! **Rating:** 3.0/5.0 stars **Reviewed by:** Hugo A. | Salesforce Administrator, Enterprise (> 1000 emp.) **Reviewed Date:** September 19, 2017 **What do you like best about BMC Helix ITSM?** great way to organize the panels to have a better performance as a support agent **What do you dislike about BMC Helix ITSM?** it can get too slow, in average it takes 5 - 10 seconds to load after every click, some processes take way more. Plus, there are some huge bugs that can affect the SLA of agents **Recommendations to others considering BMC Helix ITSM:** Probably a great option if you don't want to start a huge development project for a new ticket management tool **What problems is BMC Helix ITSM solving and how is that benefiting you?** a great benefit is the reports feature ### 19. Very Difficult to use **Rating:** 2.0/5.0 stars **Reviewed by:** Nellie H. | Financial Analyst, Wholesale, Mid-Market (51-1000 emp.) **Reviewed Date:** June 15, 2017 **What do you like best about BMC Helix ITSM?** I suppose it is good for extracting 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. **What do you dislike about BMC Helix ITSM?** Once again, the font is tiny and very hard to read. Sorting and drilling into data is impossible. The refresh feature does not work. Most of the formatting does not save with a template and needs to be inputted manually. Remote login is painful. The workflow emails sent are excessive and clog up with the inbox. It is not user friendly at all. **Recommendations to others considering BMC Helix ITSM:** Would NOT recommend. **What problems is BMC Helix ITSM solving and how is that benefiting you?** I have processed BW and other financial reporting for dashboards. The executive team relies on this information every month end. ### 20. Super Easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Anuj A. | Software Dev Sr. Analyst, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** July 27, 2017 **What do you like best about BMC Helix ITSM?** I have been using the tool for more than 7 years and super easy to use. You can easily fetch the information you want for every aspect. Be it Incident Mangement, request management. tracking, CMDB, customer profiles, problem management it will fit your needs. **What do you dislike about BMC Helix ITSM?** Sometimes I feel it become slow after uses. I am not aware if it's recommended way or not but I usually archive data after a particular period of time and then it runs much faster. Also, Search needs to be improved. **Recommendations to others considering BMC Helix ITSM:** There are other tools available in the market which are quick competitive and cheap. They provide all the functionality and much more responsive and cloud based. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Service Desk, Incident Management, Change Management, Problem Management, Service Request, Customer Information Management, CMDB. For example, I also liked the product from Swift Alm like Digite. ### 21. It works as it should, but experiences may vary. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** December 18, 2017 **What do you like best about BMC Helix ITSM?** Remedy can be configured to be very simple or very complex. It mostly depends on who your Remedy admin is. I've seen it used to point to a knowledgebase and configured to keep track of assets. **What do you dislike about BMC Helix ITSM?** Sometimes Remedy could be very laggy, but it depends on the server configuration and network infrastructure. **What problems is BMC Helix ITSM solving and how is that benefiting you?** It allows you to keep track of common issues, assets, and determine technician workload. ### 22. Transitioning to BMC **Rating:** 4.0/5.0 stars **Reviewed by:** David F. | Computing Support Analyst, Higher Education, Enterprise (> 1000 emp.) **Reviewed Date:** December 26, 2017 **What do you like best about BMC Helix ITSM?** The transition so far to remedy has been smooth and well supporter. The community as well has been extremely helpful in resolving issues. **What do you dislike about BMC Helix ITSM?** The program feels a little cluttered and hard to navigate at times. It has also shown to be difficult to explain to some users. **What problems is BMC Helix ITSM solving and how is that benefiting you?** It is a much more centralized and powerful engine to manage our company. ### 23. Remedy **Rating:** 3.5/5.0 stars **Reviewed by:** Simone M. | Techforce Analyst, Staffing and Recruiting, Enterprise (> 1000 emp.) **Reviewed Date:** January 08, 2018 **What do you like best about BMC Helix ITSM?** I like the layout of Remedy and how easy it is to access tickets, easy to learn about the product **What do you dislike about BMC Helix ITSM?** I didn't like how long it would take for tickets to come in at times. Especially urgent requests. **Recommendations to others considering BMC Helix ITSM:** n/a **What problems is BMC Helix ITSM solving and how is that benefiting you?** Other than the speed of tickets, nothing was wrong with the application. ### 24. Overall not very impressed **Rating:** 4.0/5.0 stars **Reviewed by:** Marco M. | Enterprise (> 1000 emp.) **Reviewed Date:** January 20, 2018 **What do you like best about BMC Helix ITSM?** Different modules are available, I use it mainly for change management **What do you dislike about BMC Helix ITSM?** the initial experience can be cumbersome. It requires a thorough knowledge of the tool and how the internal processes are run **What problems is BMC Helix ITSM solving and how is that benefiting you?** I use it as part of ITSM, mainly change management. Can’t do without ### 25. Nice, well designed, detailed experience **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** October 20, 2017 **What do you like best about BMC Helix ITSM?** The differentiation between CM and TM, the details about the tickets before closing and asset details + checking for conflicts are the best options I love about this tool **What do you dislike about BMC Helix ITSM?** The performance is very slow sometimes. Nothing apart from it's performance **Recommendations to others considering BMC Helix ITSM:** It gives an ability to have a central repository gives an immense help while creating end of the month reports for the business and more insights on the ticket resolution process. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Trouble ticket management system. Benefits are 1. Central repository for tracking issues 2. Ability to record important information. ### 26. Remedy force Management **Rating:** 5.0/5.0 stars **Reviewed by:** Mallesh K. | PRINCIPAL CPQ ENGINEER, Enterprise (> 1000 emp.) **Reviewed Date:** March 30, 2017 **What do you like best about BMC Helix ITSM?** We are using remedy force for our ticketing system for salesforce technical related issues where as we are using salesforce cases for actual Aspect product based issues. I liked auto update the information in the ticket when we respond the email and looks and feel also really good. And also there are many different sections like Incident details, Clinet details, Staus details, Assignment details, date details so on which really looks good to there directly instead of searching with in whole page. **What do you dislike about BMC Helix ITSM?** There is no advanced case management in remedy force like auto closer and escalation process where as we have in salesforce which i dont like. **Recommendations to others considering BMC Helix ITSM:** I recommended salesforce case system but we already using salesforce case system for actual Aspect software product support services so we are using remedy force CPQ related issues and other technical issues. SO i dont recommend this BMC remedy as we have salesforce case system which has more advanced features. **What problems is BMC Helix ITSM solving and how is that benefiting you?** I am solving all kind of Apttus CPQ issues for our business and enhancing our CPQ solutions. I can track all issues with in remedy force and i can differentiate the issues and enhancements in remedy force with different categories. ### 27. BMC Remedy 9.1 Comes of Age **Rating:** 3.0/5.0 stars **Reviewed by:** Jim C. | Senior Software Engineer, Semiconductors, Enterprise (> 1000 emp.) **Reviewed Date:** March 30, 2017 **What do you like best about BMC Helix ITSM?** They have modernized the user interface using a intuitive persona based approach for support personnel (SmartIT). On the customer side a similar approach in UI was used which makes it easier for customers to find what they need. Both UIs are now mobile friendly as well. On the integration side, the implementation of the REST api has simplified integration to other systems as well as many of our processes that need to create support incidents programmatically. **What do you dislike about BMC Helix ITSM?** They are still challenged in the area of QA and partnering with their customers when defects are found in the product. It is getting better, but still could use some work. **Recommendations to others considering BMC Helix ITSM:** Use the 80/20 rule. It does meet most needs, however you will spend 80% of your time reaching the last 20% of your needs if you let it. Think outside the box and use integrations. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Service Desk, Change Management, Problem Management, Service Request, Inventory/CMDB ### 28. Good product **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 18, 2018 **What do you like best about BMC Helix ITSM?** Flexibility, self service management, customizable **What do you dislike about BMC Helix ITSM?** Maintenance required, must be careful with some options **What problems is BMC Helix ITSM solving and how is that benefiting you?** Self service for IT related requests and tasks ### 29. Used for years but migrating to a different product **Rating:** 2.0/5.0 stars **Reviewed by:** Matt O. | VP, Senior Project Manager, Enterprise (> 1000 emp.) **Reviewed Date:** July 28, 2017 **What do you like best about BMC Helix ITSM?** It has served our needs for years but we have migrated to another product because of the difficulty to upgrade our customized version **What do you dislike about BMC Helix ITSM?** We have customized the application and it was difficult to do and it made the software un-supportable. This has caused us major problems and we have had to migrate to a new platform. **Recommendations to others considering BMC Helix ITSM:** Our version is not current, but we had issues updating the product due to customization; so it was not without effort or lack of trying.This product makes customization difficult and you could limit your upgrade path in the future, Be aware of how you modify the product **What problems is BMC Helix ITSM solving and how is that benefiting you?** We currently only use it for Change Management. Our solution is basic and out-dated, but it does allow us to process changes ### 30. BMC Remedy Review_Shivakumar **Rating:** 4.5/5.0 stars **Reviewed by:** Shivakumar G. | Cerner Applications Analyst, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** July 31, 2017 **What do you like best about BMC Helix ITSM?** User friendly, Tab management of issues is a good functionality. Pulling reports helps a lot to keep track of issues to set priority of resolving issues and reporting also helps to distribution work across the team. and I like the two part system, upper half has your tickets and lower half has all the tickets (associated to you) assigned to the groups. I like the Change management Console tab too (to keep track of the change controls). **What do you dislike about BMC Helix ITSM?** Can work on improvising the UI. Keep up the good work! **Recommendations to others considering BMC Helix ITSM:** Very good product for any Organization/User to keep track of their records in terms of issues management! **What problems is BMC Helix ITSM solving and how is that benefiting you?** Health care IT issues management and Reports distributions. Keeping the documentations clear and concise! ### 31. BMC Remedy for Incident management **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 03, 2017 **What do you like best about BMC Helix ITSM?** Its one of the favourate software ever I use for my production support. Now (A few years back) its been modified such that no remedy client is needed to install in the system.Its great step for being competitive product. **What do you dislike about BMC Helix ITSM?** Problem ,Incidents and service requests management links are given separately. Though single sign on available, we may have to log again to update. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Hassle free Incident Management and service request Management ### 32. BMC Review **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 08, 2017 **What do you like best about BMC Helix ITSM?** It has all the below in a consolidated area 1) Incident Mgmt 2) Service requests 3) Problem Mgmt. 4) Change Mgmt **What do you dislike about BMC Helix ITSM?** It is very slow and times never respond and hangs all together. **Recommendations to others considering BMC Helix ITSM:** Have to make the tool a light weight one a it loads lot of stuff and reporting out of that is a great concern **What problems is BMC Helix ITSM solving and how is that benefiting you?** Integrated tool for Run Ops and Production upport activities. ### 33. Remedy to create changes **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 29, 2017 **What do you like best about BMC Helix ITSM?** I have been using remedy for past 2 years and its easy to learn.you just have to know the template of the group whom you have to assign the task. it also has template defined task for the teams to be assigned via active directory group. You can also copy an existing change and push it to next stage which saves a lot of time in drafting new one. You can create work orders,incident and CRQ's for different teams in remedy. **What do you dislike about BMC Helix ITSM?** The only thing i dislike in remedy it the site uses cache memory and if you are using it on a particular browser for long time, then sometimes it wont work for you until you clear you cache memory and close the browser and reopen it to make it work smoothly again. **Recommendations to others considering BMC Helix ITSM:** Use it as its easy to use and has great benefits to mange change controls in your office. **What problems is BMC Helix ITSM solving and how is that benefiting you?** I am working for Walmart and using remedy. All the changes that goes for my project in Walmart have to be approved via CRQ,incidents created in remedy. this helps us in keeping track of what changes went into which production servers. ### 34. Using it for managing my teams work tickets **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Enterprise (> 1000 emp.) **Reviewed Date:** July 31, 2017 **What do you like best about BMC Helix ITSM?** Easy to track and manage work tickets. The software allows my team to check/update any work tickets assigned to us and also forward tickets to users with resolution. **What do you dislike about BMC Helix ITSM?** UI screen needs a lot of improvements, it is sometimes hard to refresh or reload the ticket when you attach a file or screen shot. Also, creating templates is not as straight forward as it should be. **Recommendations to others considering BMC Helix ITSM:** I would use the template based designs for tickets/incidents for tickets assigned to your team. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Stream lining creating incidents and resolution with business visibility. Tickets can be searched for by user or assigned to. The features are there if you know how to use it. ### 35. Reliable ticketing system **Rating:** 3.5/5.0 stars **Reviewed by:** georgette y. | Help Desk Supervisor, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** January 04, 2018 **What do you like best about BMC Helix ITSM?** Ticketing system is rekiable . technicians receive tickets immediately after they are submittef **What do you dislike about BMC Helix ITSM?** Some time the system will miss tickets that were system **What problems is BMC Helix ITSM solving and how is that benefiting you?** Successfully imitating the round robbin to our technicians ### 36. BMC Remedy Review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** September 22, 2017 **What do you like best about BMC Helix ITSM?** Used to process help desk tickets. Very detailed oriented. Easy to update and for end user's to understand. Helped improve customer satisfaction. **What do you dislike about BMC Helix ITSM?** The only issue is sometimes it is a little slow moving from page to page. **Recommendations to others considering BMC Helix ITSM:** Any product that can help improve customer satisfaction is a must. **What problems is BMC Helix ITSM solving and how is that benefiting you?** BMC Remedy has helped solve customer satisfaction issues. One main benefit is user's can put in a remedy ticket themselves without needing to contact the service desk direct. ### 37. Remedy Review **Rating:** 5.0/5.0 stars **Reviewed by:** Shaun S. | Remedy Developer, Computer Software, Enterprise (> 1000 emp.) **Reviewed Date:** March 27, 2017 **What do you like best about BMC Helix ITSM?** I love how easy it is to make anything meet your requirements in Remedy. Either customizing something that was OOTB or just creating something unique and integrating it. The product makes life very easy for our users. **What do you dislike about BMC Helix ITSM?** The old clunky look and feel of the mid tiers, SmartIT/MyIT is changing that but its a long way to go before we can move away from the traditional forms. **Recommendations to others considering BMC Helix ITSM:** Its a great product, cost used to be a factor but it is now dropping in price making it a really good choice for medium to large business. I think it may have a little way to go for the smaller businesses. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Service delivery to our customers and working with multiple teams. Keeping your applications as server side as possible will help with this. ### 38. Remedy times out too fast **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** January 28, 2018 **What do you like best about BMC Helix ITSM?** It keeps a historical record of your issues and asset inventory. **What do you dislike about BMC Helix ITSM?** It times out way too soon. If you take time to do anything else before you save the ticket you have to log out and loose what you just worked on. **Recommendations to others considering BMC Helix ITSM:** Explore newer solutions. **What problems is BMC Helix ITSM solving and how is that benefiting you?** It is good for tracking incidents, requests and inventory. ### 39. Decent Helpdesk Software **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Warehousing | Enterprise (> 1000 emp.) **Reviewed Date:** December 26, 2017 **What do you like best about BMC Helix ITSM?** I like the ability to track tickets from start to finish. **What do you dislike about BMC Helix ITSM?** The user interface is not extremely user friendly. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Help Desk Management ### 40. Easy-To-Use **Rating:** 5.0/5.0 stars **Reviewed by:** Michel C. | Owner/PC Technician, Gambling & Casinos, Enterprise (> 1000 emp.) **Reviewed Date:** December 15, 2017 **What do you like best about BMC Helix ITSM?** Very user friendly and not to hard to find what exactly you are looking for **What do you dislike about BMC Helix ITSM?** Sometimes the system does not register the search fields correctly causing duplicate entries **What problems is BMC Helix ITSM solving and how is that benefiting you?** Ticketing system ### 41. Perfect tool for change management **Rating:** 5.0/5.0 stars **Reviewed by:** Anurag Y. | Senior Analyst, Financial Services, Enterprise (> 1000 emp.) **Reviewed Date:** January 20, 2017 **What do you like best about BMC Helix ITSM?** Easy to use. Easy to learn. User friendly and flexible. The PAC2000 requires developers to raise a Change request or a Work request and that is how a code is implemented into production and used by customers. Problem tickets also can be raised with this and can be assigned to people. it is a perfect tool for change management which describes high risk dates or lockdowns which could potentially impact an organisation . Hence we can make sure no code can go through during code freeze. **What do you dislike about BMC Helix ITSM?** Can be complicated sometimes. Needs experience to handle. I had to get a knowledge transition in order to use this tool. As it was my first job and first time in corporate culture it took time for me to get accustomed to such new tools such as PAC2000 a.k.a BMC remedy tool. Also it requires a special security and compliance permissions in order to get through with an approval for requests which is frustrating. Also i was not able to attach any documents to the related items of a Change request when accessing from Citrix receiver. I was not able to make out the root cause of it but i got it installed on my Work station and thats when i was able to access it. Also for closing certain problem tickets there are way too many tabs to fill and close a certain problem ticket. Also **Recommendations to others considering BMC Helix ITSM:** Would recommend 10/10. **What problems is BMC Helix ITSM solving and how is that benefiting you?** There are many business problems that can be solved ### 42. Used ticketing system in a NOC **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** January 17, 2018 **What do you like best about BMC Helix ITSM?** It was easy to fill out the tickets and create them. **What do you dislike about BMC Helix ITSM?** I didn’t like how the tower light tickets would devide in sub sections. **Recommendations to others considering BMC Helix ITSM:** I know there was an upgrade last year but I did not have a chance to use it. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Ticketing system to monitoring tower alarms ### 43. Functional tool for large scale **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** January 10, 2018 **What do you like best about BMC Helix ITSM?** It’s a great tool for an enterprise level organization. Helps keep track of multiple tickets. **What do you dislike about BMC Helix ITSM?** Searching specific items can be a bit tricky unless you have a pre populated script to work off of **What problems is BMC Helix ITSM solving and how is that benefiting you?** Organization is a breeze with remedy and allows multiple users and departments to chip in when needed ### 44. When people complain about Jira, I tell them Remedy is much worse... **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Management Consulting | Enterprise (> 1000 emp.) **Reviewed Date:** October 30, 2017 **What do you like best about BMC Helix ITSM?** The best part about Remedy is the fact that it is customizable. **What do you dislike about BMC Helix ITSM?** Too many required fields, not a user-friendly interface which leads to configuration manager and requirements managers becoming confused, and no way to easily link it to Jira tickets. **Recommendations to others considering BMC Helix ITSM:** Do not do it - find a better, more updated piece of software. **What problems is BMC Helix ITSM solving and how is that benefiting you?** The business problem that is being solved by Remedy is having it replace Microsoft Team Foundation Suite and providing us with a better (I use that term loosely) engineering change request tracking tool. ### 45. Everyting You Need and Maybe More **Rating:** 5.0/5.0 stars **Reviewed by:** Kelly D. | Owner, Computer Software, Enterprise (> 1000 emp.) **Reviewed Date:** April 03, 2017 **What do you like best about BMC Helix ITSM?** Richness of the solution. There is prebuilt mechanisms to perform any function you would consider it the Service Management space, all you have to do is check boxes and add data such as your people, places, support groups, and your rules for when something like an approval or notification should happen. Once you've configured your business rules, all the engines/workflows are in place to management. SmartIT is a big step in the right direction for the Support User. MyIT is coming along as a good front end. **What do you dislike about BMC Helix ITSM?** Some of the more advanced configuration options are not well documented. This makes it hard for a novice to configure and may lead to a misunderstanding that the tool isn't working correctly, The product may be feature overload for a company that is not working to mature their processes. **What problems is BMC Helix ITSM solving and how is that benefiting you?** One cohesive common system to manage all Service Management functions across a global enterprise. ### 46. Good Incident Tracking Tool **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Sports | Enterprise (> 1000 emp.) **Reviewed Date:** October 24, 2017 **What do you like best about BMC Helix ITSM?** Cleanly tracks incidents and their lifecycle. Able to be easily customized to fit the specific needs of your business. **What do you dislike about BMC Helix ITSM?** Interface is clunky. Doesn't work on Google Chrome. Sometimes get Java errors due to the customization. **Recommendations to others considering BMC Helix ITSM:** The interface could use a significant overhaul **What problems is BMC Helix ITSM solving and how is that benefiting you?** Incident Management and Change Management ### 47. The best tool for incident, problem and change management. **Rating:** 4.0/5.0 stars **Reviewed by:** Prateek S. | Enterprise (> 1000 emp.) **Reviewed Date:** September 29, 2017 **What do you like best about BMC Helix ITSM?** The best tool for incident, problem and change management. The best tool for incident, problem and change management. **What do you dislike about BMC Helix ITSM?** The best tool for incident, problem and change management. but can be a bit fast. An offline version will be much appreciated. **What problems is BMC Helix ITSM solving and how is that benefiting you?** The best tool for incident, problem and change management. The best tool for incident, problem and change management. ### 48. Remedy is one of the best ITIL aligned tool in the market **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 22, 2017 **What do you like best about BMC Helix ITSM?** Alignment of tool to ITIL processes.Its powerful and can be used for quickly building custom applications. **What do you dislike about BMC Helix ITSM?** Complexity of Remedy back-end architecture Browser compatibility and cache issues Upgrade is too hard. **Recommendations to others considering BMC Helix ITSM:** Explore the market and be clear of your requirements **What problems is BMC Helix ITSM solving and how is that benefiting you?** Better processes and operational efficiency Self service portal for end users Automation of business processes ### 49. Used by Fortune 500 companies **Rating:** 5.0/5.0 stars **Reviewed by:** Sunshine M. | Software Development Engineer, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** August 01, 2017 **What do you like best about BMC Helix ITSM?** I've been using this product for over 15 years. The software is one of the best I the industry. Easily customizable, but most features needed for a Service Desk is out of the box functionality. To configure the applications is easy except for creating CIs and relationships for their CMDB. **What do you dislike about BMC Helix ITSM?** The Atrium CMDB and integrator. Not very intuitive and the documentation isn't very helpful. Also, CI classes aren't really for the Telecom industry. **What problems is BMC Helix ITSM solving and how is that benefiting you?** Change Management and Problem Management helps us track our Problems and change requests easily. ### 50. An archaic ticketing system in desperate need of an update. **Rating:** 0.5/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** October 03, 2017 **What do you like best about BMC Helix ITSM?** Searching for tickets and reporting on them is smooth and easy to do. **What do you dislike about BMC Helix ITSM?** The UI and general ticket making process is tedious and has been vastly improved upon by systems like ServiceNow **Recommendations to others considering BMC Helix ITSM:** This software fits the bare minimum requirements for a functioning service desk. If you want to be able to go above and beyond for your customers, albeit with a bit more setup work, go with service now of a system like it. **What problems is BMC Helix ITSM solving and how is that benefiting you?** We used BMC Remedy to take tickets and escalate them to other teams, as well as for call reporting. ## 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=3§ion=pricing&secure%5Bexpires_at%5D=2026-08-07+13%3A48%3A15+-0500&secure%5Bsession_id%5D=150966ca-c576-4f2a-a69b-1787332f430a&secure%5Btoken%5D=143c7d1cb380a523ca273230b81351a7f07dc7b4f9c5dab44144ea256c27b619&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 (1,823 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 (966 reviews)