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

"Ticketing tool seems cluttered and non-user friendly"

What do you like best about BMC Helix ITSM? There are several tabs with customer,assigned to and several easy to see fields such as summary and resolution date,quick action menu What do you dislike about BMC Helix ITSM? It all seems cluttered and not very easy to navigate,the font seems too small with several tabs hanging off each other,for a new user,its extremely difficult to navigate to the different fields and tabs,and hard to find content of the ticket. What problems is BMC Helix ITSM ...

"Remedy Easy To Use"

What do you like best about BMC Helix ITSM? Nice user interface Easy to keep your work organized What do you dislike about BMC Helix ITSM? Older versions were a little cluttered however it has improved much in newer iterations. Recommendations to others considering BMC Helix ITSM: Definitely worth giving a shot. What problems is BMC Helix ITSM solving and how is that benefiting you? Streamlines the helpdesk process in order to reduce the time it takes to resolve calls.

"Used by Fortune 500 companies"

What do you like best about BMC Helix ITSM? I've been using this product for over 15 years. The software is one of the best I the industry. Easily customizable, but most features needed for a Service Desk is out of the box functionality. To configure the applications is easy except for creating CIs and relationships for their CMDB. What do you dislike about BMC Helix ITSM? The Atrium CMDB and integrator. Not very intuitive and the documentation isn't very helpful. Also, CI classes aren't ...

"Used by Fortune 500 companies"

What do you like best about BMC Helix ITSM? I've been using this product for over 15 years. The software is one of the best I the industry. Easily customizable, but most features needed for a Service Desk is out of the box functionality. To configure the applications is easy except for creating CIs and relationships for their CMDB. What do you dislike about BMC Helix ITSM? The Atrium CMDB and integrator. Not very intuitive and the documentation isn't very helpful. Also, CI classes aren't ...

"Very convenient service desk tool"

What do you like best about BMC Helix ITSM? Fast and efficient and easy to use software What do you dislike about BMC Helix ITSM? Nothing really. It is little expensive for small firms What problems is BMC Helix ITSM solving and how is that benefiting you? Too many

"BMC Remedy Review"

What do you like best about BMC Helix ITSM? Can track incidents, call schedule and change management all in one location. What do you dislike about BMC Helix ITSM? Slowness. Need to be very specific in search details What problems is BMC Helix ITSM solving and how is that benefiting you? Incident Management, change controls for all teams in one central location.

"BMC Remeey Review"

What do you like best about BMC Helix ITSM? Tracks and assigns tickets based on Assignee groups What do you dislike about BMC Helix ITSM? It's convoluted but I think that is because how it was configured. What problems is BMC Helix ITSM solving and how is that benefiting you? Incidents and requests. Helps tacks work.

"Used for years but migrating to a different product"

What do you like best about BMC Helix ITSM? It has served our needs for years but we have migrated to another product because of the difficulty to upgrade our customized version What do you dislike about BMC Helix ITSM? We have customized the application and it was difficult to do and it made the software un-supportable. This has caused us major problems and we have had to migrate to a new platform. Recommendations to others considering BMC Helix ITSM: Our version is not current, but we had ...

"Great tool for Medium, Big companies!"

What do you like best about BMC Helix ITSM? Web based ITIL oriented, great incident management, change management, asset management, Knowledge management Simple use interface Single Sign On feature Multiple Instances possibility What do you dislike about BMC Helix ITSM? Can be slow depending of your infrastructure Incident Management products categorization can be disorientating for majority of users in the beginning, if you don't train then for use search tools Recommendations to others ...

"Super Easy to use"

What do you like best about BMC Helix ITSM? I have been using the tool for more than 7 years and super easy to use. You can easily fetch the information you want for every aspect. Be it Incident Mangement, request management. tracking, CMDB, customer profiles, problem management it will fit your needs. What do you dislike about BMC Helix ITSM? Sometimes I feel it become slow after uses. I am not aware if it's recommended way or not but I usually archive data after a particular period of ...