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

"Organized Chaos"

What do you like best about BMC Helix ITSM? BMC Remedy provides a lot of flexibility to its users. There are endless amounts of custom reports and possibilities within the tool. What do you dislike about BMC Helix ITSM? The developers must have a great understanding of the tool's potential as well as the exact requirements of its user. Recommendations to others considering BMC Helix ITSM: Make sure your app development team is trained and prepared for integration. What problems is BMC Helix ...

"Remedy Review"

What do you like best about BMC Helix ITSM? Stable and predictable, yet a lot more to expect given the new age offerings What do you dislike about BMC Helix ITSM? Very slow, outdated UI, second guess each process workflow step Recommendations to others considering BMC Helix ITSM: Revisit the workflow efficiency and reasons why they cannot be simplified What problems is BMC Helix ITSM solving and how is that benefiting you? Ticket management

"When people complain about Jira, I tell them Remedy is much worse..."

What do you like best about BMC Helix ITSM? The best part about Remedy is the fact that it is customizable. What do you dislike about BMC Helix ITSM? Too many required fields, not a user-friendly interface which leads to configuration manager and requirements managers becoming confused, and no way to easily link it to Jira tickets. Recommendations to others considering BMC Helix ITSM: Do not do it - find a better, more updated piece of software. What problems is BMC Helix ITSM solving and ...

"Great for incident management"

What do you like best about BMC Helix ITSM? it’s excellent for incident management and tracking, processing, of tickets What do you dislike about BMC Helix ITSM? User interface not as friendly as I’d like it to be, I also wish it had a more streamlined way of entering defects in batches What problems is BMC Helix ITSM solving and how is that benefiting you? We used it for incident management and it made us realize our incidents fall into very specific batches

"An archaic ticketing system in desperate need of an update."

What do you like best about BMC Helix ITSM? Searching for tickets and reporting on them is smooth and easy to do. What do you dislike about BMC Helix ITSM? The UI and general ticket making process is tedious and has been vastly improved upon by systems like ServiceNow Recommendations to others considering BMC Helix ITSM: This software fits the bare minimum requirements for a functioning service desk. If you want to be able to go above and beyond for your customers, albeit with a bit more ...

"The best tool for incident, problem and change management."

What do you like best about BMC Helix ITSM? The best tool for incident, problem and change management. The best tool for incident, problem and change management. What do you dislike about BMC Helix ITSM? The best tool for incident, problem and change management. but can be a bit fast. An offline version will be much appreciated. What problems is BMC Helix ITSM solving and how is that benefiting you? The best tool for incident, problem and change management. The best tool for incident, ...

"I really dislike this product as a helpline solution"

What do you like best about BMC Helix ITSM? Nothing, it seems very complex and hard to use. To many options to set up tickets. Not user friendly. There is one area that is nice and that is the automation with other monitoring systems where failures create automatic tickets and close them if the problem is resolved. What do you dislike about BMC Helix ITSM? Everything, you will actually need training to get going on this where many other solutions we have used are easy to understand compared ...

"Great for support tickets management, slow as a turtle!"

What do you like best about BMC Helix ITSM? great way to organize the panels to have a better performance as a support agent What do you dislike about BMC Helix ITSM? it can get too slow, in average it takes 5 - 10 seconds to load after every click, some processes take way more. Plus, there are some huge bugs that can affect the SLA of agents Recommendations to others considering BMC Helix ITSM: Probably a great option if you don't want to start a huge development project for a new ticket ...

"Not intuitive"

What do you like best about BMC Helix ITSM? The ability to track action items and see current status---if inputted What do you dislike about BMC Helix ITSM? Visually it's cluttered and not user friendly What problems is BMC Helix ITSM solving and how is that benefiting you? Tracking help desk tickets

"Remedy for service management"

What do you like best about BMC Helix ITSM? Integrated tool with all the modules for IM, PM, CM and Config Management What do you dislike about BMC Helix ITSM? The licensing model is very rigid and the MIS could be better What problems is BMC Helix ITSM solving and how is that benefiting you? It is a tool for managing tickets for internal and external users