BMC Helix ITSM Reviews in June 2026: User Ratings, Pros & Cons

"The "Remedy" for ITIL"

What do you like best about BMC Helix ITSM? The ability to customize Remedy with your own business logic and rules to match your ITIL processes. What do you dislike about BMC Helix ITSM? For a brand new user, it can be VERY overwhelming. Having to fill in so many fields for a single ticket can be a daunting task. Using BMC Smart IT makes it MUCH more easy to digest, but then you cannot customize it for business logic and workflow rules. What problems is BMC Helix ITSM solving and how is ...

"Remedy "

What do you like best about BMC Helix ITSM? Love the way the product allows me to move through work screens. I find it easy to navigate and update. Able to pull reports as required from product. What do you dislike about BMC Helix ITSM? I sometime find the produce a little slow.. Recommendations to others considering BMC Helix ITSM: Great product.. What problems is BMC Helix ITSM solving and how is that benefiting you? Getting our ticketing in order

"Remedy "

What do you like best about BMC Helix ITSM? Love the way the product allows me to move through work screens. I find it easy to navigate and update. Able to pull reports as required from product. What do you dislike about BMC Helix ITSM? I sometime find the produce a little slow.. Recommendations to others considering BMC Helix ITSM: Great product.. What problems is BMC Helix ITSM solving and how is that benefiting you? Getting our ticketing in order

"Remedy is Great"

What do you like best about BMC Helix ITSM? For me the fact that you could use this out the box with no customization is great. Cusomization if required is really easy. What do you dislike about BMC Helix ITSM? Old forms on the mid tier. The new SMARTIT and MYITT has changed this though. Recommendations to others considering BMC Helix ITSM: ts a great product, cost used to be a factor but it is now dropping in price making it a really good choice for medium to large business. What problems ...

"Another BMC quality product"

What do you like best about BMC Helix ITSM? This is a great tool to help organize and streamline change management along with problem management. What do you dislike about BMC Helix ITSM? User interfaces could be a bit more intuitive and current. What problems is BMC Helix ITSM solving and how is that benefiting you? Change management was instituted with some challenges, but not from the tool. Remedy helped to streamline the process and shift focus to processes that needed improvement ...

"Remedy is Great"

What do you like best about BMC Helix ITSM? For me the fact that you could use this out the box with no customization is great. Cusomization if required is really easy. What do you dislike about BMC Helix ITSM? Old forms on the mid tier. The new SMARTIT and MYITT has changed this though. Recommendations to others considering BMC Helix ITSM: ts a great product, cost used to be a factor but it is now dropping in price making it a really good choice for medium to large business. What problems ...

"The ultimate ITSM platform"

What do you like best about BMC Helix ITSM? The completeness of the solution, and the vision that company has and drives it products towards. What do you dislike about BMC Helix ITSM? Support can be a real issue, they respond slowly, they poorly resolve some tickets, they lack knowledge about certain parts of the tools, all in all it needs a thorough redesign. What problems is BMC Helix ITSM solving and how is that benefiting you? Service Desk tracking, IT staff tracking, automatic ...

"Remedy Review"

What do you like best about BMC Helix ITSM? I love how easy it is to make anything meet your requirements in Remedy. Either customizing something that was OOTB or just creating something unique and integrating it. The product makes life very easy for our users. What do you dislike about BMC Helix ITSM? The old clunky look and feel of the mid tiers, SmartIT/MyIT is changing that but its a long way to go before we can move away from the traditional forms. Recommendations to others considering ...

"Cutting edge with an established past!"

What do you like best about BMC Helix ITSM? The look and feel of SmartIT and MyIT bring an intuitive interface that also looks professtional as well as functional. What do you dislike about BMC Helix ITSM? The lack of supporting all the customizable capabilities of the Remedy software. What problems is BMC Helix ITSM solving and how is that benefiting you? Addressing the need to faciltate and answer the questions of 13 million users. Automation is the key.

"Remedy Review"

What do you like best about BMC Helix ITSM? I love how easy it is to make anything meet your requirements in Remedy. Either customizing something that was OOTB or just creating something unique and integrating it. The product makes life very easy for our users. What do you dislike about BMC Helix ITSM? The old clunky look and feel of the mid tiers, SmartIT/MyIT is changing that but its a long way to go before we can move away from the traditional forms. Recommendations to others considering ...