We just raised a $30M Series A: Read our story

BMC Helix ITSM OverviewUNIXBusinessApplication

BMC Helix ITSM is the #4 ranked solution in our list of top Help Desk Software. It is most often compared to ServiceNow: BMC Helix ITSM vs ServiceNow

What is BMC Helix ITSM?
BMC Remedy is an innovative service management platform built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. Simple to use and powerful enough to manage the most advanced digital enterprises, Remedy can be delivered from the BMC cloud or your own data center.

BMC Helix ITSM is also known as Remedy ITSM, Remedy, Helix Remedy.

BMC Helix ITSM Buyer's Guide

Download the BMC Helix ITSM Buyer's Guide including reviews and more. Updated: October 2021

BMC Helix ITSM Customers
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
BMC Helix ITSM Video

Pricing Advice

What users are saying about BMC Helix ITSM pricing:
  • "I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
  • "It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."
  • "If you are looking for some kind of professional services form the OEM then you would have to purchase that."
  • "It is too expensive for a small business."

BMC Helix ITSM Reviews

Filter by:
Filter Reviews
Industry
Loading...
Filter Unavailable
Company Size
Loading...
Filter Unavailable
Job Level
Loading...
Filter Unavailable
Rating
Loading...
Filter Unavailable
Considered
Loading...
Filter Unavailable
Order by:
Loading...
  • Date
  • Highest Rating
  • Lowest Rating
  • Review Length
Search:
Showingreviews based on the current filters. Reset all filters
AA
Technical Program Manager / Site Lead at a computer software company with 51-200 employees
Real User
Top 20
Lacking report functionality, complex to operate, but useful interactive activity logs

Pros and Cons

  • "The most valuable features I have found to be the activity logs and 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 reports need improvement, it is not a good functioning tool."

What is our primary use case?

The solution is for all IT management. It takes care of the day-to-day operations and customers' policies. The initial implementation was to start creating a knowledge base and capture information as it happened. Then by using that knowledge base analysis and see what trends are occurring within the systems.

What is most valuable?

The most valuable features I have found to be 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.

What needs improvement?

The reports need improvement, it is not a good functioning tool. No one in my organization seems to be able to use the reports properly. I think it is a dysfunction in the product because there has to be a more simplistic form for building those reports to allow the extrapolation of information for trend analysis and other operations. You want to be able to pull information from a variety of sources to see how you are providing support to the customer, this is what your performance base is. This is why those reports are a significant piece of the equation. You need to be able to produce those right now. People would rather create spreadsheets on their own and just thumb through all kinds of time-consuming tasks, why not use the actual databases that are there to produce that information.  

For how long have I used the solution?

I have been using this solution for many years.

What do I think about the stability of the solution?

When updates come out I am very hesitant when they put out a patch or an update because it disrupts some operations or functionality that is important. It makes it harder for us to readjust the solution and have to start implementing things all over again because the patches are not properly vetted.

What do I think about the scalability of the solution?

I have found the solution to be scalable. However, other competitors products such as ServiceNow are more robust and scalable. We have many people using the BMC solution in the organization, service managers, individual managers, problem manager, vendors, and individual tiers 0-3. The amount of people is needed as we service over 60 thousand people.

How are customer service and technical support?

The tech support is not consistent. You might get a good person to help you out and actually knows what he is doing or you get somebody who is trying to figure out a solution on their own. You both are left trying to figure out a solution together because you get the feeling you do not have the expertise that you should have for the product. When you initially make the calls, you have to break down the issue to such a deep level of explanation when it should be simplistic for them to understand. This causes some difficulties for the customer. This type of inexperienced customer service devaluates the product, this needs to be improved.

What about the implementation team?

The maintenance of the solution is overseen by a staff of approximately seven people.

What's my experience with pricing, setup cost, and licensing?

I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually.

Which other solutions did I evaluate?

I was trying to get my organization to use ServiceNow because it is more cloud-based. I have seen several demos of ServiceNow and I like the features that it has. It is more intuitive, easier to implement, define roles and manage.

What other advice do I have?

I would advise others to consider other options before choosing this solution such as ServiceNow. 

I rate BMC Helix ITSM a four out of ten.

Which deployment model are you using for this solution?

Hybrid Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Flag as inappropriate
Mogle
Senior BMC Remedy Consultant at Mogle & Partners Limited
Consultant
Top 10
Good knowledge management features in this highly scalable product

Pros and Cons

  • "In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
  • "They could be more responsive to feedback from their community board."

What is our primary use case?

The primary use case of this solution for individuals calling into the help desk to have a ticket created over the phone, which becomes an incident. If the incident gets upgraded then it becomes a problem and then they work on it.

What is most valuable?

The most valuable feature is knowledge management.

What needs improvement?

All products can be improved. For this solution, the customization could be improved.

BMC has its own community where we can go in and suggest ideas and changes to the products, which is great, but at times BMC is not very responsive. There have been suggestions that were submitted five years ago and still not delivered. BMC has indicated that it was in development.

They could be more responsive to feedback from their community board.

For how long have I used the solution?

I have been working with BMC Solutions from Remedy since 1994.

I have used it since it was released.

What do I think about the stability of the solution?

This solution is stable, it's very good. I would rate the stability a ten out of ten.

What do I think about the scalability of the solution?

This solution is scalable and I think that it's the best that you can get. I would rate the scalability a ten out of ten.

The current project has 140 people, which excludes the users. There are approximately 20,000 users for this project. This site is quite large.

I have worked on sites that have a couple of hundred users to many thousands.

This solution is suitable for medium to large-sized companies.

How are customer service and technical support?

The technical support is very good and I would rate it a nine out of ten.

At times, you have a critical issue and you need an answer very quickly. Even if it takes half an hour or a day to get an answer, it takes longer than you expect.

There is always room for improvement, although BMC has improved over the last couple of years.

Which solution did I use previously and why did I switch?

I have worked with other competing products for integrations. I focus on BMC solutions.

How was the initial setup?

The initial setup is complex. If you know what you are doing and what you want then it's straightforward. Most clients don't know what they want and it becomes complex.

I have worked with three or four consultants where you have small teams, and I have worked on larger teams where there is a huge undertaking to implement it.

What about the implementation team?

I implement this solution for my clients.

What other advice do I have?

BMC Helix is a marketing term. The name changed from BMC Remedy ITSM to BMC Helix a few years ago. It's also linked to BMC's CMDB, where they have an image of all of the assets in the company.

In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything.

It might take some time and it may have some consequences later on when you are upgrading and you want to install a newer version, especially when you are on-premises.

Other solutions may have a better BEB Cloud interface or better sales organization, but BMC is a trustworthy company and they keep their promises. Some other competitors make promises but don't always honor them.

My advice to others would be the following:

  1. Get a support contract directly with BMC. 
  2. Pick your BMC partner or reseller.
  3. Get in-house resources and knowledge, and train your employees, or employ someone with the BMC Remedy skills.
  4. Get external contractors to top it up with contractors and consultants from the partner.
  5. Set up a good project team that communicates with BMC contract partners, your employees, and the contractor.

I would rate this solution a ten out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: October 2021.
541,462 professionals have used our research since 2012.
Jyoti Ranjan
ITSM Consultant at a media company with 10,001+ employees
Real User
Top 5
Good incident management and reporting, ease of access, and stability

Pros and Cons

  • "We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
  • "Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."

What is our primary use case?

We mainly use it for service requests and incident management. It is being used for all problem tickets and change requests. We are using the latest version. 

What is most valuable?

We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us.

What needs improvement?

Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. 

There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved.

We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us.

In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features.

For how long have I used the solution?

I have been using this solution for the past four years.

What do I think about the stability of the solution?

Its stability is good.

What do I think about the scalability of the solution?

We have around 7,000 users.

How are customer service and technical support?

Their support is sufficient and fine as of now. Our interaction is currently minimal. We generally use the community portal to contact the BMC team. We are also looking for other tools, and we are mostly connecting with the technical team.

Which solution did I use previously and why did I switch?

We used a tool called HEAT. We were also using the VPN version of Remedy that had to be installed on a system. We were not using the web-based version of Remedy.

We migrated to this solution because it is available on the web, and it is easy to access. The previous one had to be installed on a system. If you wanted to raise a ticket and work on the ticket, the user had to raise a request for installation. There were a lot of other things that had to be taken care of before using the solution. That is the reason we moved to BMC Helix ITSM.

How was the initial setup?

The initial setup was simple. It took around six months to one year.

What about the implementation team?

We took the help of a vendor. For maintenance, we have a separate Remedy team. The maintenance of the cloud part is taken care by the vendor team.

What's my experience with pricing, setup cost, and licensing?

It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. 

There are also additional costs. If you want to use most of the features, you need to pay more.

What other advice do I have?

I would recommend this solution because it includes all the best practices of ITIL and ITSM used across the industry. It is a good product.

I would rate BMC Helix ITSM an eight out of ten.

Which deployment model are you using for this solution?

Private Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Other
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Horacio Lago
Response for services and allocation at Quait Consulting
Real User
Top 20
Automates activities related to human resources, finances, production, and more

Pros and Cons

  • "It has the power to automatize several different tasks in the ITSM world."
  • "Some parts of the solutions are using the old interface."

What is most valuable?

Helix ITSM has several great features. One of them is the chatbot — the artificial intelligence solution that BMC has. Secondly, Digital Workplace Advanced is important for the end-users — it provides great flexibility. Also, the end-users can manage all requirements and all of the information that they need related to IT services. The chatbots are also integrated with this. The workflow solution is another great feature for the end-users, as part of the engine. It has the power to automatize several different tasks in the ITSM world.

In fact, BMC had a business workflow — this is a solution that is out of the ITSM environment. This solution helps you solve business-related problems. You can automatize a lot of activities related to human resources, finances, production, and so on. It's very useful, it's another feature to emphasize. The presence of BMC in the market of ITSM has been around for more than 20 years. The maturity of ITSM processes has been very good. I think it's excellent. In fact, over the past several years, BMC has begun changing the idea of interfaces for end-users, users of ITSM, and IT people.

Nowadays, the interface is very modern, clear, and practical. It's very easy to use. The user interface is one of the best features. Also, it has a very advanced model of reporting. It's very powerful when it comes to managing metrics, in order to manage APIs. This process is constantly improving. In this arena, I think BMC has very good solutions.

What needs improvement?

Some parts of the solution are using the old interface — the contracts and contract management part of the solution. It needs to mature a little further in order to become more user-friendly. BMC has been a leader for several years now. In fact, it's a leader in the Gartner Magic Quadrant, along with ServiceNow. I believe BMC is actually on par with ServiceNow in terms of critical capabilities. For this reason, I don't see many areas for improvement.

BMC not only has ITSM solutions, but it also has solutions for asset management — they are really powerful. Discovery, for instance, is a very good solution. It complements ITSM because it's autodiscovery. It's very powerful in terms of discovering all assets connected to the network and the cloud. This capability not only shows all of your infrastructures and relationships in mass, but the connection with CMDB is very strong. It takes all of the information that has already been discovered and transfers it to CMDB. From an ITSM perspective, you can manage your CMDB and the construction of different services more efficiently because all of the information is updated and the relationships between assets are clear. 

When you have to use ITSM processes, you can assign incidents, requests, or changes for the right assets. For instance, in the case of a change in management, you can perform a very efficient impact analysis. This is another reason why Discovery is a very good complement to the ITSM solution. Of course, I am mentioning this as a complement to the ITSM environment, but all the solutions are related and work together very efficiently.

What other advice do I have?

Overall, on a scale from one to ten, I would give BMC Helix ITSM a rating of eight.

Which deployment model are you using for this solution?

Hybrid Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Flag as inappropriate
NS
Solutions Architect at a computer software company with 10,001+ employees
Real User
Top 20
Easy to install, good technical support, and it provides workflow management capabilities

Pros and Cons

  • "What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
  • "In the next release, I would like to see AI used for classification or categorization."

What is our primary use case?

We are not using this product. Rather, we are proposing it as a part of our solution because we have experience with the on-premise and the ROE (remedy on demand). We upgrade and do the installation for our customers.

What is most valuable?

What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure. You can also deploy it to a private cloud.

The Helix platform is not restricted to the ITSM. It has the capability to do the workflow management, the digital workplace, the discovery, and the monitoring. 

What needs improvement?

If you want to have to migrate from on-premises to Helix or from Helix to a ServiceNow, or from cloud to on-premises, it's easy but it requires additional tools. It should be included in the existing package, rather than clients having to go with a third-party tool. It could be offered to customers as a value on a separate line item.

There are some companies that provided a customized solution to identity what customization has been done, and to reduce the number of your upgrade cycle. If they had this type of solution included, it would be helpful.

In the next release, I would like to see AI used for classification or categorization.

For how long have I used the solution?

I have been working with this solution since it's was launched, which has been a couple of years.

What do I think about the stability of the solution?

It's a stable solution.

What do I think about the scalability of the solution?

It's easy to scale.

I belong to a larger enterprise. With this solution, you can go from smaller organizations to a large enterprise.

How are customer service and technical support?

The technical support is good.

How was the initial setup?

The initial setup is easy. Within a few hours, you are up and running.

It's straightforward to install and configure it.

What's my experience with pricing, setup cost, and licensing?

Pricing on the licensing depends on how you want to position it. If you are looking for some kind of professional services form the OEM then you would have to purchase that.

Which other solutions did I evaluate?

When you evaluate other products they all have their pros and cons.

The cost differs, as well as some of the functionalities.

What other advice do I have?

I recommend this solution and I would rate it an eight out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
EC
Sales Engineer at a tech services company with 51-200 employees
Reseller
Top 20
Useful for orchestration, change management, and self-service

Pros and Cons

  • "Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
  • "It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."

What is our primary use case?

Clients use it for incident management, problem management, change management, and device management.

What is most valuable?

Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. 

The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets.

What needs improvement?

It can have more features for hardware discovery and hardware information.

The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better.

For how long have I used the solution?

I have been selling this solution since version 7, that is, for five years to seven years.

What do I think about the stability of the solution?

There is some difficulty in configuring high reliability and disaster recovery. Sometimes, the solution is not available for end users. The infrastructure must be configured in a certain way to keep it online most of the time. There are no bugs or issues.

What do I think about the scalability of the solution?

It is scalable horizontally and vertically. The problem is that you have to use a lot of servers and server infrastructure to scale it. You need a really big infrastructure to manage and sustain ITSM. Most of our clients are big companies. 

How are customer service and technical support?

They solved the problem most of the time. I would rate them a nine out of ten. It would be good to have Brazilian support. Currently, you have to talk to engineers in the US, India, and other countries. We don't have local support, and we have to work with a partner.

How was the initial setup?

It was complex. The older versions were complex to customize and create some workflows. It took a lot of time to deploy. I don't know about the latest versions.

What's my experience with pricing, setup cost, and licensing?

It is too expensive for a small business.

What other advice do I have?

I would advise others to prepare and plan a lot before using the product. Define the exact workflows, themes, and end-user experience because the users sometimes don't use self-service. Customize it as little as possible.

I would rate BMC Helix ITSM an eight out of ten.

Disclosure: My company has a business relationship with this vendor other than being a customer: Reseller
reviewer1290114
IT Consultant at a retailer with 10,001+ employees
Real User
Top 10
Helpful linking of parent and child tickets, and automatically calculates SLA

Pros and Cons

  • "This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
  • "To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."

What is our primary use case?

This tool is used for ticketing purposes, to track down daily issues and requests as part of business requirements.

It includes ITIL practices such as incident management, problem management, change management, asset management, and configuration management. We are able to link tickets to one another.

It is used to create, modify, update, and resolve tickets. Parent/child tickets are possible to create. It can also create problem tickets and change requests. It will easily calculate SLAs and can create and customize reports as per user requirement. 

How has it helped my organization?

This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets.

We can easily check the progress of these tickets and follow up with the respective teams.

It provides us the facility to maintain a KEDB (Knowledge database), which is indeed very beneficial for day to day activities.

It can easily add notes to every ticket with the status update.

For us, this tool is essential for ticketing purposes.

What is most valuable?

The most valuable feature is the linking of parent and child tickets. When there are major issues, through the help desk, multiple tickets are raised for the same issue. This allows us to segregate it by parent or child tickets and link the child tickets to the parent.

It's easy to calculate the SLA as it provides the timing as to when the ticket was raised, and the clock automatically stops when the ticket is on pending status. Thus, at the time of resolution, it provides the SLA, whether the ticket met the SLA or not.

What needs improvement?

To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming. Some fields should take data automatically; for example, ticket routing to the teams after entering the team's respective CI (Configuration Item). This will save time and creating tickets would be faster. 

The GUI looks a bit complex and can be much better.

When generating reports, there are limited options to customize as per user requirement. It is in need of better customization so that these requirements can be satisfied.

For how long have I used the solution?

We have been using BMC Helix ITSM for six years.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
HW
IT-Consultant at a computer software company with 201-500 employees
Consultant
Top 20
A highly-integrated solution that could be more simplified

Pros and Cons

  • "It's a very integrated solution."
  • "It needs to be more comfortable for the end-user."

What is our primary use case?

Overall, within our company, there are over 15,000 end-users and 400 incident management members using this solution.

What is most valuable?

You can do some customizing if you want, which is great. It's a very integrated solution. You have incident management, change management, release management, and asset management — all of these things work very well together.

What needs improvement?

Their customer service catalog (where a customer can order some products) could be improved. This product is not the best, but they are working on it.

It needs to be more comfortable for the end-user. You need to be able to order some products.

For how long have I used the solution?

I have been using this solution for over ten years.

What do I think about the stability of the solution?

This solution is very stable.

What do I think about the scalability of the solution?

It's very easy to scale. You can connect one server to another and scale them together if you want.

How are customer service and technical support?

We have a support partner that handles all of our BMC support-related issues.

How was the initial setup?

For us, the initial setup was complex because we needed a lot of customization done.

What about the implementation team?

We have a team of four staff members, including myself, who look after all maintenance-related issues.

What other advice do I have?

I would absolutely recommend BMC Helix ITSM. There are two solutions to look out for: BMC and ServiceNow. I think both solutions are great solutions but I can't say which one is better.

For a smaller company, a solution like JIRA Help Desk may be better. BCM can be quite complex as there are many modules that are not easy to handle.

Overall, on a scale from one to ten, I would give this solution a rating of seven.

If they improved the workflow and processes, simplified the initial setup, improved the UI, and the digital workplace catalog for the end-users, then I would give this solution a rating of 10. 

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.