BMC Helix ITSM Reviews in May 2025: User Ratings, Pros & Cons

"Used ticketing system in a NOC"

What do you like best about BMC Helix ITSM? It was easy to fill out the tickets and create them. What do you dislike about BMC Helix ITSM? I didn’t like how the tower light tickets would devide in sub sections. Recommendations to others considering BMC Helix ITSM: I know there was an upgrade last year but I did not have a chance to use it. What problems is BMC Helix ITSM solving and how is that benefiting you? Ticketing system to monitoring tower alarms

"Easy to Use and Administer"

What do you like best about BMC Helix ITSM? This is a straight forward ticketing system that is easy to setup and administer. The features offer all the search and support capabilities you could want. What do you dislike about BMC Helix ITSM? The interface is a little "old-fashioned" and does not have all the best bells and whistles as far as visual appeal. However, don't let that stop you from using this software. It offers great search features, email notifications, etc. Recommendations ...

"Remedy is a clunky yet powerful way to store customer service calls"

What do you like best about BMC Helix ITSM? I like the ability to search through current and previous calls whether they have been resolved or not. What do you dislike about BMC Helix ITSM? Some of the fields are limited and cannot be customized. It would be nice to be able to customize it more for our particular department. Recommendations to others considering BMC Helix ITSM: Be sure and take advantage of whatever customization is provided. What problems is BMC Helix ITSM solving and how ...

"Remedy is a clunky yet powerful way to store customer service calls"

What do you like best about BMC Helix ITSM? I like the ability to search through current and previous calls whether they have been resolved or not. What do you dislike about BMC Helix ITSM? Some of the fields are limited and cannot be customized. It would be nice to be able to customize it more for our particular department. Recommendations to others considering BMC Helix ITSM: Be sure and take advantage of whatever customization is provided. What problems is BMC Helix ITSM solving and how ...

"BMC Remedy"

What do you like best about BMC Helix ITSM? Lots of information available, if you or your management is into that sort of thing. No frills. What do you dislike about BMC Helix ITSM? Nothing is fluid about the interface or process of opening and closing service requests. Much of the information available is redundant and adds to the cumbersome usage. I prefer several free service requests solutions over BMC Remedy, but Remedy does fit better into a corporate environment. Recommendations to ...

"Functional tool for large scale "

What do you like best about BMC Helix ITSM? It’s a great tool for an enterprise level organization. Helps keep track of multiple tickets. What do you dislike about BMC Helix ITSM? Searching specific items can be a bit tricky unless you have a pre populated script to work off of What problems is BMC Helix ITSM solving and how is that benefiting you? Organization is a breeze with remedy and allows multiple users and departments to chip in when needed

"Remedy"

What do you like best about BMC Helix ITSM? I like the layout of Remedy and how easy it is to access tickets, easy to learn about the product What do you dislike about BMC Helix ITSM? I didn't like how long it would take for tickets to come in at times. Especially urgent requests. Recommendations to others considering BMC Helix ITSM: n/a What problems is BMC Helix ITSM solving and how is that benefiting you? Other than the speed of tickets, nothing was wrong with the application.

"Remedy"

What do you like best about BMC Helix ITSM? I like the layout of Remedy and how easy it is to access tickets, easy to learn about the product What do you dislike about BMC Helix ITSM? I didn't like how long it would take for tickets to come in at times. Especially urgent requests. Recommendations to others considering BMC Helix ITSM: n/a What problems is BMC Helix ITSM solving and how is that benefiting you? Other than the speed of tickets, nothing was wrong with the application.

"Reliable ticketing system"

What do you like best about BMC Helix ITSM? Ticketing system is rekiable . technicians receive tickets immediately after they are submittef What do you dislike about BMC Helix ITSM? Some time the system will miss tickets that were system What problems is BMC Helix ITSM solving and how is that benefiting you? Successfully imitating the round robbin to our technicians

"Reliable ticketing system"

What do you like best about BMC Helix ITSM? Ticketing system is rekiable . technicians receive tickets immediately after they are submittef What do you dislike about BMC Helix ITSM? Some time the system will miss tickets that were system What problems is BMC Helix ITSM solving and how is that benefiting you? Successfully imitating the round robbin to our technicians