G2

Unnikrishnan R.

Devops Engineer

Small-Business (50 or fewer emp.)

9/17/2026

"Keeping IT Support Organized"

4/5

What do you like best about BMC Helix ITSM?

What I like most about BMC Helix ITSM is having incidents, service requests, and change management in one place. It makes it easier for me to track tickets and follow their progress without switching between different tools. I also find the customizable workflows useful for fitting the platform into the way our team works. Review collected by and hosted on G2.com.

What do you dislike about BMC Helix ITSM?

What I dislike most is that some of the customization can be difficult to handle without technical knowledge. Even small changes can take extra time, and the documentation isn't always easy to navigate when I'm trying to figure something out. The interface can also feel a little complicated during everyday use. Review collected by and hosted on G2.com.

What problems is BMC Helix ITSM solving and how is that benefiting you?

BMC Helix ITSM helps me keep track of incidents, service requests, and changes in one place instead of managing them through separate channels. I can follow ticket progress, check relevant information, and keep work organized. Having a common system also makes it easier for our team to coordinate and avoid losing track of requests. Review collected by and hosted on G2.com.