BMC Helix ITSM Reviews

Name: BMC Helix ITSM
Brand: BMC
Rating: 4 (75 reviews)

Vendor: BMC

4.0 out of 5

75 reviews
86% willing to recommend

3,005 followers

What is BMC Helix ITSM?UNIXBusinessApplication
Price:

BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.

Get the BMC Helix ITSM Buyer's Guide and find out what your peers are saying about BMC Helix ITSM, ServiceNow, JIRA Service Management and more!

BMC Helix ITSM is the #3 ranked solution in top Help Desk Software and top IT Service Management (ITSM) solutions. PeerSpot users give BMC Helix ITSM an average rating of 8.0 out of 10. BMC Helix ITSM is most commonly compared to ServiceNow: BMC Helix ITSM vs ServiceNow. BMC Helix ITSM is popular among the large enterprise segment, accounting for 71% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 17% of all views.

Helped 767,319 peers since 2012

Featured reviews

RajkumarK

Senior Production Analyst at Victoria's Secret

Nov 21, 2023

We used to support VMware applications, focusing on distributed applications such as data from ETW, Snowflake, and SAP. Our role involved processing critical data systems through internal mechanics and IT processes, primarily managed by the application support group. We employed services to…

Read full review

David Davis

Systems Engineer at Frontier Communications

Jul 7, 2023

We use BMC Helix ITSM for ticketing and asset and IT resource management We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years. BMC Helix ITSM pretty much covers all aspects of IT asset management. BMC Helix ITSM should have an easy-to-use user…

Read full review

Yousef Bayari

ITSM Consultant at Smart IT Service

Aug 2, 2022

We are using BMC Helix ITSM mainly to manage the infrastructure network in terms of our CMDB. It is used for maintaining all the network elements, such as all the incidents, changes, and problems around the infrastructure network The most valuable features of BMC Helix ITSM are its customization…

Read full review

BMC Helix ITSM market share

Product category:

As of March 2024, the market share of BMC Helix ITSM in the IT Service Management (ITSM) category stands at 13.5%, marking an increase of 9.0% compared to the previous year, according to calculations based on PeerSpot user engagement data.

IT Service Management (ITSM)

Key learnings from peers

Last updated Mar 27, 2024

Valuable Features

"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"The product's initial setup phase was easy."
"It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures.Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"

Room for Improvement

"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."

Pricing

"I rate the product price an eight on a scale of one to ten, where one is cheap, and ten is expensive. The solution is expensive."
"The cost is relatively high, especially for the BMC Controller application. However, the expense is justified by the standard and reliable features it offers. This product's reputation in the market is strong, providing assurance in terms of data and other considerations."
"The solution's pricing should come down."

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our BMC Helix ITSM Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Computer Software Company

17%

Financial Services Firm

13%

Government

10%

Manufacturing Company

Recreational Facilities/Services Company

Healthcare Company

Insurance Company

Retailer

Energy/Utilities Company

Wholesaler/Distributor

Comms Service Provider

Media Company

University

Educational Organization

Real Estate/Law Firm

Construction Company

Transportation Company

Legal Firm

Outsourcing Company

Logistics Company

Hospitality Company

Non Profit

Marketing Services Firm

Performing Arts

Pharma/Biotech Company

Engineering Company

Aerospace/Defense Firm

Compare BMC Helix ITSM with alternative products

Learn more about BMC Helix ITSM

BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.

Key Features

Some of BMC Helix ITSM’s key features include:

Solves service issues in a way that makes you more efficient. BMC Helix ITSM employs advanced analytic software that searches for areas where your organization can drive efficiencies to provide the best possible service.
Groups issues that recur in a way that streamlines both analysis and incident management. It uses artificial intelligence to identify and solve groups of incidents in real time. The AI automates these processes, which can prove both tedious and time-consuming.
Securely and seamlessly provides services across multi-cloud environments with “a single pane of glass” interface. This allows you to be highly flexible. You can configure your services in a number of different ways without having to worry that your multi-cloud environment won’t be able to support your service management.
The ability to view all of your management data in a way that provides you with clear insights into your system’s management. BMC Helix ITSM enables you to create custom reports and dashboards. This makes it possible for you to see any and all significant trends in your operations and services data.

Reviews from Real Users

BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.

A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”

Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.”

BMC Helix ITSM was previously known as Remedy ITSM, Remedy, Helix Remedy.