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

"Decent Helpdesk Software"

What do you like best about BMC Helix ITSM? I like the ability to track tickets from start to finish. What do you dislike about BMC Helix ITSM? The user interface is not extremely user friendly. What problems is BMC Helix ITSM solving and how is that benefiting you? Help Desk Management

"Decent Helpdesk Software"

What do you like best about BMC Helix ITSM? I like the ability to track tickets from start to finish. What do you dislike about BMC Helix ITSM? The user interface is not extremely user friendly. What problems is BMC Helix ITSM solving and how is that benefiting you? Help Desk Management

"Transitioning to BMC"

What do you like best about BMC Helix ITSM? The transition so far to remedy has been smooth and well supporter. The community as well has been extremely helpful in resolving issues. What do you dislike about BMC Helix ITSM? The program feels a little cluttered and hard to navigate at times. It has also shown to be difficult to explain to some users. What problems is BMC Helix ITSM solving and how is that benefiting you? It is a much more centralized and powerful engine to manage our company.

"Well designed help desk solution"

What do you like best about BMC Helix ITSM? Remedy has a really easy to use interface with a simple to follow layout that even nontechnical users could get to grips with quickly. What do you dislike about BMC Helix ITSM? This may have only been an issue with the setup at my previous job but when searching for certain criteria you had to preface with either an @ or ! depending on the search. Obviously not an end of the world issue but it is annoying to have to refuse the search when you use ...

"Remedy is one of the best ITIL aligned tool in the market"

What do you like best about BMC Helix ITSM? Alignment of tool to ITIL processes.Its powerful and can be used for quickly building custom applications. What do you dislike about BMC Helix ITSM? Complexity of Remedy back-end architecture Browser compatibility and cache issues Upgrade is too hard. Recommendations to others considering BMC Helix ITSM: Explore the market and be clear of your requirements What problems is BMC Helix ITSM solving and how is that benefiting you? Better processes and ...

"It works as it should, but experiences may vary."

What do you like best about BMC Helix ITSM? Remedy can be configured to be very simple or very complex. It mostly depends on who your Remedy admin is. I've seen it used to point to a knowledgebase and configured to keep track of assets. What do you dislike about BMC Helix ITSM? Sometimes Remedy could be very laggy, but it depends on the server configuration and network infrastructure. What problems is BMC Helix ITSM solving and how is that benefiting you? It allows you to keep track of ...

"It works as it should, but experiences may vary."

What do you like best about BMC Helix ITSM? Remedy can be configured to be very simple or very complex. It mostly depends on who your Remedy admin is. I've seen it used to point to a knowledgebase and configured to keep track of assets. What do you dislike about BMC Helix ITSM? Sometimes Remedy could be very laggy, but it depends on the server configuration and network infrastructure. What problems is BMC Helix ITSM solving and how is that benefiting you? It allows you to keep track of ...

"Does it's job well! Very "

What do you like best about BMC Helix ITSM? It's powerful and simple. Remedy isn't flashy. It doesn't have all the bells and whistles of some other systems. But it makes life easy! At my company we use Remedy for service requests. The tool makes this process simple and straightforward. What do you dislike about BMC Helix ITSM? The User Interface is lacking somewhat in its design. I appreciate the simplicity of Remedy but feel like it could provide more in terms of user experience. It feels ...

"With the right support Remedy is a great go to!"

What do you like best about BMC Helix ITSM? Remedy is a robust system that is able to be designed to support very large scale operations. What do you dislike about BMC Helix ITSM? Despite using several browsers and a newer system the application requires a lot of memory and crashes if I’m doing too much multitasking. Recommendations to others considering BMC Helix ITSM: Must have someone well versed in Remedy to support teams if implementing on a large scale. What problems is BMC Helix ITSM ...

"With the right support Remedy is a great go to!"

What do you like best about BMC Helix ITSM? Remedy is a robust system that is able to be designed to support very large scale operations. What do you dislike about BMC Helix ITSM? Despite using several browsers and a newer system the application requires a lot of memory and crashes if I’m doing too much multitasking. Recommendations to others considering BMC Helix ITSM: Must have someone well versed in Remedy to support teams if implementing on a large scale. What problems is BMC Helix ITSM ...