BMC Helix ITSM Reviews

Average Ratings

  • Overall
    4.1 /5
  • Ease of Use
    3.8 /5
  • Customer Service
    4 /5

About BMC Helix ITSM

Radically redesigned to set a new standard for IT service management on-premises or in the cloud.

Learn more about BMC Helix ITSM

Showing 110 reviews

Marie J.
Services Architect
Utilities, 10,000+ Employees
Used the Software for: 2+ years
  • Overall Rating
    4 /5
  • Ease of Use
    3 /5
  • Features & Functionality
    5 /5
  • Customer Support
    4 /5
  • Value for Money
    3 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 07/04/2021

"Set the record straight!"

Comments: Once installed/upgraded it is super easy to develop, manage and it is very easy to have to tool fit your processes. The automation and ability for it to assign, push workflow to other systems and automatically close is awesome. The intelligent integration for event management (off the shelf and event management system that can consume WSDLs or REST, can take advantage of this two-way BSR utility; it’s a game changer!

Pros: I’m not sure where this site is getting it’s information but it is wrong. BMC Software ITSM has mobile solutions built in for any html5 device and apps that can be downloaded from the Google or Apple store and connected to any instance.
This system is incredibly robust to the extent that if you do not have mature processes and you do not manage IT well this system will become your mortal enemy.
It does have a configuration database (CMDB) and it was the absolute first ITSM system to have one and it has many patents; so I have no clue why this site is saying it doesn’t exist. It is the only one that has a definitive catalog, normalization tool, reconciliation, transformation, mapping, auditing, drift management, outage management, impact analysis, and integration all built into the CMDB. The validation is the best. When combined with the Asset management system which adds on the procurement, ASL, receiving and well all the pre and post deployment activities it can manage the entire lifecycle. But it doesn’t stop there! You have cost and finance management, contracts, licensing, warranties, leases, people and group associations, underpinning agreements, and everything you can think of they’ve already built it! Not to mention that all of this isn’t just flat text, you actually get visual maps of the infrastructure and all the relationships, models and services. And it doesn’t stop there you can even view this through digital Workplace on actual maps.

Cons: Upgrades and installs are the absolute worst! You cannot just go download the package and run setup. There’s literally 50 installs you need to perform plus a checksum between each and everything has to be installed in a specific order and BMC Software doesn’t make it easy on the customers to comprehend this because every tool has a separate website in their DOCs and it’s up to you to understand what needs to come before and after. I suspect they’re making it difficult because they want to sell subscriptions to their SaaS.
Additionally, BMC Software ignores their onPrem customers, whom by the way made this company who they are today and they chose to release everything formSaaS and not pay attention to their onPrem customers!

  • Reviewer Source 
  • Reviewed on 07/04/2021
Jacqua C.
Manager Tech Support
Banking, 10,000+ Employees
Used the Software for: 2+ years
  • Overall Rating
    4 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    4 /5
  • Customer Support
    Unrated
  • Value for Money
    4 /5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 26/11/2019

"Overall Adequate Functionality"

Comments: Remedy enables our organization to track incidents and change requests in a single system of record.

Pros: I like that change requests can be linked to incidents and tasks. This is very helpful when quantifying impact.

Cons: Reporting is quite difficult, at least in our organization. Also extracting data is not easy and adding additional fields to assist with data analysis of incidents does not appear to be easy to accomodate.

  • Reviewer Source 
  • Reviewed on 26/11/2019
Shaik A.
Associate Software Engineer
201-500 Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    Unrated
  • Reviewer Source 
  • Reviewed on 22/02/2018

"One of best tool that tracks the status of the tickets that are being raised as part of request"

Pros: The remedy tool is very cool and helpful in tracking the problem resolution status on various tickets that are being raised. It keeps holds of all the members that are being worked on this it provides us the space to comment on the satisfactory level of problem resolution.Overall this has a very powerful features like tracking the status of year back old tickets and it has graphical representation of the ticket status.The BMC is linked with various MNC's who are using this now.

Cons: There is nothing least about this but if BMC can concentrate on the UI make the components which are required keep available on the screen which are not much needed please locate them in seperate location and help us in navigating to it

  • Reviewer Source 
  • Reviewed on 22/02/2018
Bala jyothi R.
JTO
Telecommunications, 10,000+ Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    4 /5
  • Customer Support
    5 /5
  • Value for Money
    4 /5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 04/05/2019

"Best tool for Resolving Dockets - Customer support"

Comments: We are using Remedy on a daily basis to resolve customer tickets...very easy to keep track of the issues, customer can revert back as well , so that we can provide optimum solution to the issues raised through remedy dockets..

Pros: It is very helpful for resolving the dockets, almost all the attributes are self explanatory, easy to use, what i like the most is reports are generated with all the details like when the docket is raised, when it is resolved, average time duration, and also we can customize the reports...It makes life easy

Cons: So far everything is useful and good about Remedy

  • Reviewer Source 
  • Reviewed on 04/05/2019
Rekha N.
Service Level Manager
Information Technology & Services, 1,001-5,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    4 /5
  • Ease of Use
    3 /5
  • Features & Functionality
    4 /5
  • Customer Support
    5 /5
  • Value for Money
    4 /5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 13/11/2018

"Nice product, however out of the box options are not ready solutions available"

Comments: I use it for Ticketing sytem of IT services,

Pros: module wise purchasing options, good cost wise, however this allows us to buy only specific modules, which might not give complete ITSM work module

Cons: The look doesnt seem catch at times. Remedy on Premise doesnt allow easy reporting.

  • Reviewer Source 
  • Reviewed on 13/11/2018
Harsh S.
Software Developer
Banking, 10,000+ Employees
Used the Software for: 1+ year
  • Overall Rating
    4 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    4 /5
  • Customer Support
    4 /5
  • Value for Money
    4 /5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 17/11/2017

"Remedy 9 Review"

Pros: That enterprise level ITSM software. Who are looking to implement ITIL practices, This will will help you do so, With module like asset, incident, management etc..Will give you confidence across the business vertical.

Cons: There is no advanced case management in remedy force like auto closer and escalation process where as we have in salesforce which i don't like.
Not easy to configure.

  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 17/11/2017
Ashish S.
Release Manager
Used the Software for: 2+ years
  • Overall Rating
    4 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    3 /5
  • Customer Support
    4 /5
  • Value for Money
    4 /5
  • Likelihood to Recommend
    Unrated
  • Reviewer Source 
  • Reviewed on 12/05/2018

"Easy to navigate interface but lags in load and search."

Pros: Overall Interface.
Wild Card searches for key items.
Approval flow for Change Request.
Task effort tracker.

Cons: Load time for the software.
Restrictions on CRQ update post approval.
Lack of seamless CMDB integration.

  • Reviewer Source 
  • Reviewed on 12/05/2018
Ryan J.
Remedy Lead
  • Overall Rating
    5 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    Unrated
  • Customer Support
    4 /5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    Unrated
  • Reviewer Source 
  • Reviewed on 28/07/2015

"ITSM out of the box or tailored, Remedy will get you there."

Comments: BMCs Remedy platform has long been a core in service desks everywhere. "Platform" is the proper term, not "application". Most people hear Remedy and think 'help desk tickets'. While this is certainly the heritage and one of the strongest things Remedy does, it barely scratches the surface. Remedy ITSM provides an out of the box ITIL based solution ready to run by any organization that needs or wants to employ full lifecycle management for services. It is not just 'tickets' any more. Everything from baseline (Change) management, Problem Management, Release Management, to full Asset Management can be done in the ITSM suite out of the box. Just fill in the basics of your organization and you are good to go (this isn't a small task mind you, thinking out how to layout the organization in the beginning will leverage even more from the platform in the long run - a smart plan would be 3 months at least). Add to it BMC discovery (ADDM) and you have live asset data to feed Incidents, Change, and Assets. As your organization matures, customization to do just about anything you can think of in a 'ticket' fashion is possible. Recent updates in the core of the platform have made preservation of customization much easier - something that had been very difficult in the past. So whether you need ITIL from the start or have custom ideas to develop, the Remedy platform can handle it all.

  • Reviewer Source 
  • Reviewed on 28/07/2015
Verified Reviewer
IT Support
Information Technology & Services, 201-500 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 12/03/2020

"Use of remedy"

Comments: its useful for the team to efficiently place tickets without the hassle of going through paperwork

Pros: What I like most about remedy is that Im able to place tickets Ina orderly fashion and im able to search through old tickets that relate

Cons: N/A

  • Reviewer Source 
  • Reviewed on 12/03/2020
Maria R.
Account Manager
Banking, 10,000+ Employees
Used the Software for: 6-12 months
  • Overall Rating
    4 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    4 /5
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 18/08/2017

"Pros and Cons"

Pros: Consistent UI makes it easy to navigate. Fully ITIL Compliant and easy to explain how using SMPM. Easily customizable to meet company needs and business processes

Cons: No end to end data model so when you do have to do a configuration or customization change you don't know all the places impacted. Upgrade are tough if you have done any customizations.

  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 18/08/2017
Felipe P.
Network analyst
Telecommunications, 5,001-10,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    3 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    2 /5
  • Customer Support
    3 /5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    4/10
  • Reviewer Source 
  • Reviewed on 08/01/2020

"Support tool for acting demands and sla compliance"

Comments: We use to receive incidents identified by customers or other T.i teams

Pros: It is a system that covers many features. The fact that having interface with other systems facilitates the delivery of the protocol and completion within the time limit of the incident

Cons: It has many errors, from the need to be used via the web, such as problems in scripting, execution and timeout.. Serious problems that make the tool a bad work mechanism

  • Reviewer Source 
  • Reviewed on 08/01/2020
Leo A.
Network Specialist III
Hospital & Health Care, 10,000+ Employees
Used the Software for: 2+ years
  • Overall Rating
    3 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    4 /5
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Reviewed on 12/05/2020

"A Mediocre Solution"

Comments: Although Remedy works, there are much better options out there.

Pros: What Remedy has going for it is the ability to scale upwards to the nth degree. It does that well and allows external emails to be sent to other services.

Cons: It is a slow system and it takes loads of patience to work with. It isn't very forgiving with mistakes either.

  • Reviewer Source 
  • Reviewed on 12/05/2020
Jake I.
IT Support Analyst
Hospitality, 51-200 Employees
Used the Software for: 2+ years
  • Overall Rating
    3 /5
  • Ease of Use
    2 /5
  • Features & Functionality
    3 /5
  • Customer Support
    3 /5
  • Value for Money
    3 /5
  • Likelihood to Recommend
    5/10
  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 05/12/2018

"Expanded Tool - Not User Friendly"

Pros: Remedy can be a great tool in the right hands but it's a bit difficult to use. You can manage both tickets and assets all in one place.

Cons: Not user friendly, needs A LOT of training to even use the basic functions. Wish it was easy to use, training new engineers takes a long time.

  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 05/12/2018
Eva L.
Independent Consultant
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    Unrated
  • Customer Support
    5 /5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    Unrated
  • Reviewer Source 
  • Reviewed on 21/02/2016

"A robust suite for all types of businesses"

Comments: I have worked on Remedy ITSM and found it robust and secure which can offer huge benefits to organisation investing in this solution either for their own use internally or when serving other clients. The suite is bundled with Incident Management, Change Management, Release Management, Problem Management, Knowledge Management, Asset Management et where you can take control of all your infrastructure. The tool offers onsite and remote access so you could basically access it from any where with the advantage of access via smart devices. A total solution which is highly recommended, easy to learn and configure.

  • Reviewer Source 
  • Reviewed on 21/02/2016
Siva R.
IT Specialist
Used the Software for: 6-12 months
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 12/09/2017

"Its good software to capture asset information and Tracking devices"

Pros: Easy to capture asset information and helpful at audit timing. Easy to split site, department, user wise

Cons: Its taking long time to generate and fetch asset information's and Some time applications are not responding

  • Reviewer Source 
  • Reviewed on 12/09/2017
Jim D.
Director, Operations & Engineering
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    Unrated
  • Customer Support
    5 /5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    Unrated
  • Reviewer Source 
  • Reviewed on 13/03/2016

"Outstanding software that greatly enhances our business effectiveness"

Comments: We rely on this software for a variety of customer support areas including incident management, problem management, and reporting. We will soon move into asset management (CMDB) and change management.
Software has been easy to train new users, easy to search for information within the Remedy system, and straightforward for developing reports.
We have not had many incidents with the software itself becoming unavailable due to software issues such as Tomcat services hanging or other issues.

  • Reviewer Source 
  • Reviewed on 13/03/2016
Mikael B.
QA SR Analyst
Telecommunications, 1,001-5,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    4 /5
  • Ease of Use
    3 /5
  • Features & Functionality
    4 /5
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    6/10
  • Reviewer Source 
  • Reviewed on 20/03/2020

"All in one tool for service desk"

Pros: We can manage many type of service desk request into the same platform

Cons: Hard to do searches, we need to use type the exact ticket number for example.

  • Reviewer Source 
  • Reviewed on 20/03/2020
Stuart M.
Practice Manager
  • Overall Rating
    4 /5
  • Ease of Use
    3 /5
  • Features & Functionality
    Unrated
  • Customer Support
    3 /5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    Unrated
  • Reviewer Source 
  • Reviewed on 26/01/2015

"Process Flow Bar is fantastic"

Comments: A grt product to use. I think we, and our customers like the process flow at the top of each module as this reduces requirements to fully understand an end-to-end process, As a reseller, I think BMC could do better with the data-load spreadsheets. Feedback from customers is that they are not that intuitive and therefore we (and them) spend a long time ensuring they understand what is required, and the implications of getting this wrong.

  • Reviewer Source 
  • Reviewed on 26/01/2015
Brent M.
ITSM Developer
  • Overall Rating
    5 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    Unrated
  • Customer Support
    3 /5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    Unrated
  • Reviewer Source 
  • Reviewed on 02/02/2015

"ITSM REview"

Comments: BMC ITSM is a great product and follows ITIL processes VERY well.
On the downside though, the forms tend to be a bit busy, and there are many required fields delaying quick submission of tickets. Note: SmartIT is doing VERY well at addressing this issue.

  • Reviewer Source 
  • Reviewed on 02/02/2015
Nitin L.
Sr. ITSM Consultant
  • Overall Rating
    4 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    Unrated
  • Customer Support
    4 /5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    Unrated
  • Reviewer Source 
  • Reviewed on 27/07/2015

"This is really cool software and manages us not only for ITSM but for Network Management"

Comments: We have used ITSM for IT service management as well as for network service management. This helps our Customers in many ways like reducing support cost, managing support activites, maintaining CIs etc.

  • Reviewer Source 
  • Reviewed on 27/07/2015
Vijay L.
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    Unrated
  • Customer Support
    4 /5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    Unrated
  • Reviewer Source 
  • Reviewed on 17/03/2015

"ADDM upgrades, CMDB and Remedy ITSM Support"

Comments: Good ADDM upgrades and support documentations available.
Need more information and training regarding CAM.
More information and support needed for SWLM in Asset.
Remedy upgrades support to be included

  • Reviewer Source 
  • Reviewed on 17/03/2015
Patrick C.
Analyst
  • Overall Rating
    5 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    Unrated
  • Customer Support
    5 /5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    Unrated
  • Reviewer Source 
  • Reviewed on 09/12/2015

"Easy to create new fields/modules"

Comments: It was easy to create new fields and modules, and integrate our systems with other systems. Be it via email, web service, or integrator, its easy!

  • Reviewer Source 
  • Reviewed on 09/12/2015
Oliver B.
VP
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    Unrated
  • Customer Support
    5 /5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    Unrated
  • Reviewer Source 
  • Reviewed on 07/10/2015

"State of the art ITSM solution"

Comments: Improved a lot with new mobile features and functions in the latest Version 9

  • Reviewer Source 
  • Reviewed on 07/10/2015
Greg S.
Senior Applications Support Specialist
Information Technology & Services, 1,001-5,000 Employees
Used the Software for: 1-5 months
  • Overall Rating
    4 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    4 /5
  • Customer Support
    5 /5
  • Value for Money
    3 /5
  • Likelihood to Recommend
    6/10
  • Reviewer Source 
  • Reviewed on 06/01/2017

"If a knowledge base is needed, and you are using BMC products this is a good start"

Comments: Being a BMC product this module is closely tied to the rest of the BMC offerings (ITSM etc) It allows for simple creation of KB entries and allows you easy tracking of solutions to known issues etc.

Pros: I think it is a solid addition and it is tied in nicely to the rest of the BMC products.

Cons: Not a con with the software per se, I just find a lot of folks don't use the KB. They prefer to call or email someone instead of looking something up themselves.

  • Reviewer Source 
  • Reviewed on 06/01/2017
Antonio A.
ITSM Specialist
11-50 Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    4 /5
  • Customer Support
    4 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 06/03/2018

"Former RAC and BMC Accredited Administrator AR System"

Comments: Using the BMC ITSM you can consolidate in a Suite the major task of the ITSM support staff based on ITIL best practices.

Pros: The Remedy ITSM Suites cover the main processs of the ITSM aligned to ITIL best practices. All the Application are integrated as part of the ITSM Suite in order to manage the different scenarios that normally needs to be handled by the support staff. Using the AR System Server as base the ITSM applications can be customized in order to give to the organizations complete and achieve thier functionality requierements. The license model of floating write licenses, lets the organization to share licenses pool.

Cons: BMC Remedy ITSM was born as an On premise solution, the cloud option is in the process to be a mature option. In Remedy you could achieve many thing but you need a lot experience with the product to complete it.

  • Reviewer Source 
  • Reviewed on 06/03/2018