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BMC Helix ITSM pros and cons

Vendor: BMC Helix

4.0 out of 5

78 reviews
87% willing to recommend

Pros & Cons summary

BMC Helix ITSM enhances process consistency and automation while offering deployment on BMC cloud and public cloud like Azure. It improves communication through activity logs and issue tracking, and Smart Reporting provides easy report customization. Known for flexibility, its customization can be complex and costly. While upgrading may lead to license issues and breakages, support responsiveness and documentation, especially for REST API, need enhancement. More integration with tools like SharePoint or Jira is essential.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Prominent pros & cons

PROS

BMC Helix ITSM improves process consistency, automation, and overall efficiency.

It offers deployment on both BMC cloud and public cloud such as Azure.

Activity logs and issue tracking features enhance communication and problem-solving.

Smart Reporting allows easy creation of customized reports.

Customization and flexibility set BMC Helix ITSM apart from other ITSM products.

CONS

BMC Helix ITSM's upgrade process can cause license issues and other breakages.

Support and feedback responsiveness need improvement to reduce client troubleshooting time.

The documentation is lacking, particularly for the REST API interfaces.

More integration with other tools such as SharePoint or Jira is needed for improved functionality.

The customization process is complex, costly, and heavily reliant on vendor support.

BMC Helix ITSM Pros review quotes

Server Support Analyst at a government with 51-200 employees

Apr 30, 2015

It tracks all trouble tickets and provides a ticket history.

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JC

Principal Consultant at a computer software company with 501-1,000 employees

Nov 4, 2015

For large organisations, or a medium organisation that is now growing due to new acquisitions etc. (typically several thousand people strong and a large presence in one or more countries) BMC Remedy is surely a very good choice.

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Remedy Consultant at a tech services company with 501-1,000 employees

Dec 15, 2015

It is flexible and can be used for any type of company, whether it's finance, or transport, etc., as it uses ITIL standards, has the flexibility to integrate with other applications, and can also be customized as needed.

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Free Report: BMC Helix ITSM Reviews and More

Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: March 2026.

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Network Field Operations at a tech services company with 1,001-5,000 employees

Dec 17, 2015

Call logging and escalation features are the most valuable for us because they are easy to use and with them, we can assign a request to a specific person or department.

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Sr. BMC Remedy ITSM Consultant at a tech services company with 501-1,000 employees

Jan 3, 2016

It holds us accountable for IT services, leading to a reduction in IT service outages, and it's also given us a tight and streamlined management of services and reduction in resource utilization.

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Support Engineer at a tech services company with 51-200 employees

Jan 17, 2016

This product allows us to efficiently track all outstanding tickets, enabling the submitter to update the diaries, reopen tickets, expedite and reroute for faster processing.

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BMC ITSM Remedy Administrator / Developer / Architect with 1,001-5,000 employees

Jan 23, 2016

The BMC Remedy products are reliable and cover all the ITIL processes.

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SAP GTS Functional Consultant at a tech services company with 10,001+ employees

Jan 31, 2016

So far this is the best tool that I have used.

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Remedy Consultant at a tech consulting company with 51-200 employees

Feb 7, 2016

It might cost a few more bucks than its competitors like ServiceNow, but it certainly has a better technological edge over ServiceNow.

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Remedy Consultant at a tech consulting company with 51-200 employees

Jul 11, 2016

It's easy to customize and provides a range of features you can customize with practically no exceptions unlike its competing products like ServiceNow, etc. which have many limitations.

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BMC Helix ITSM Cons review quotes

Server Support Analyst at a government with 51-200 employees

Apr 30, 2015

This is a complex product that is quite expensive and there are other solutions out there at a lower cost, or you could work a trouble ticket system by using a Microsoft product.

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JC

Principal Consultant at a computer software company with 501-1,000 employees

Nov 4, 2015

The traditional UI of Remedy is somewhat of a weak point from the end user perspective.

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Remedy Consultant at a tech services company with 501-1,000 employees

Dec 15, 2015

Many things still need improvement, and they are mostly related to the customization aspects of the tool.

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Free Report: BMC Helix ITSM Reviews and More

Learn what your peers think about BMC Helix ITSM. Get advice and tips from experienced pros sharing their opinions. Updated: March 2026.

884,933 professionals have used our research since 2012.

Network Field Operations at a tech services company with 1,001-5,000 employees

Dec 17, 2015

It doesn't allow a person logging a call to assign the ticket to a specific department, but only to update it.

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Sr. BMC Remedy ITSM Consultant at a tech services company with 501-1,000 employees

Jan 3, 2016

It could be improved in the areas of cloud management, documentation, and training.

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Support Engineer at a tech services company with 51-200 employees

Jan 17, 2016

I believe the software can be a little bit more user friendly. It can be a bit busy when using the resources provided.

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BMC ITSM Remedy Administrator / Developer / Architect with 1,001-5,000 employees

Jan 23, 2016

The first level is not so skilled. If you manage to go to second level they are good.

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SAP GTS Functional Consultant at a tech services company with 10,001+ employees

Jan 31, 2016

There are certain functions, such as status, which changes based on the email and last action taken by individual. Anyone can easily manipulate this functionality.

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Remedy Consultant at a tech consulting company with 51-200 employees

Feb 7, 2016

Customer Service could use some improvement – while they are technically very good, some of the agents have poorer communication skills than others.

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Remedy Consultant at a tech consulting company with 51-200 employees

Jul 11, 2016

Customer Service: Fairly good. Much of it is in Asia and as in with most foreign customer support there is that occasional “understanding the accent” problem, but apart from that they are fairly good at what they do.

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Show 10 more reviews (out of 74)

Product Categories

Product Categories

IT Service Management (ITSM)

Help Desk Software

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Product Categories

Product Categories

IT Service Management (ITSM)

Help Desk Software

Popular Comparisons

Popular Comparisons

ServiceNow vs BMC Helix ITSM

NinjaOne vs BMC Helix ITSM

Zendesk vs BMC Helix ITSM

IFS Cloud Platform vs BMC Helix ITSM

JIRA Service Management vs BMC Helix ITSM

Freshservice vs BMC Helix ITSM

ManageEngine ServiceDesk Plus vs BMC Helix ITSM

Freshdesk vs BMC Helix ITSM

Salesforce Service Cloud vs BMC Helix ITSM

Clarity SM vs BMC Helix ITSM

SymphonyAI IT Service Management vs BMC Helix ITSM

Ivanti Neurons for ITSM vs BMC Helix ITSM

TOPdesk vs BMC Helix ITSM

Samanage vs BMC Helix ITSM

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