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

"Great"

What do you like best about BMC Helix ITSM? Product works well and is easily accessible by all parties that are involved in our system. What do you dislike about BMC Helix ITSM? The GUI is a bit dense and confusing at times. It may be the way it was configured but getting to the proper ticket could be difficult especially for new users. What problems is BMC Helix ITSM solving and how is that benefiting you? It took care of our ticketing system and allowed multiple locations to collaborate ...

"WEBEX for Service Desk Tickets in Healthcare IT"

What do you like best about BMC Helix ITSM? Remedy is simple to use. Easy to search and navigate for the user. What do you dislike about BMC Helix ITSM? The design is not comforting on the eyes. It looks clunky. the application is slow and lags. What problems is BMC Helix ITSM solving and how is that benefiting you? We use remedy for business reporting requests. It helps keep the team organized and on top of due dates, requirements, contacts, basically anything that pertains to that request ...

"WEBEX for Service Desk Tickets in Healthcare IT"

What do you like best about BMC Helix ITSM? Remedy is simple to use. Easy to search and navigate for the user. What do you dislike about BMC Helix ITSM? The design is not comforting on the eyes. It looks clunky. the application is slow and lags. What problems is BMC Helix ITSM solving and how is that benefiting you? We use remedy for business reporting requests. It helps keep the team organized and on top of due dates, requirements, contacts, basically anything that pertains to that request ...

"Quick way of reporting "

What do you like best about BMC Helix ITSM? It's easy to report any problem to our Help Desk service, they receive the incident and start the workflow until the problem has been finally solved. What do you dislike about BMC Helix ITSM? If a problem is not solved, I don't get any reminder that I still have a pending issue. Then, if it wasn't an important issue I don't remember it again until I have that same problem again, and it's a bit a waste of time on my side. Recommendations to others ...

"Remedy is a functional but sometimes difficult way to manage incidents."

What do you like best about BMC Helix ITSM? Remedy is a great way to handle tickets. Having the user history and the task abilities is valuable for future incidents. What do you dislike about BMC Helix ITSM? Remedy is missing some key features that would make life easier such as being able to more easily copy tickets and search for tickets. Other times the submission and escalation of tickets can seem clunky. Recommendations to others considering BMC Helix ITSM: BMC Remedy might take some ...

"Quick way of reporting "

What do you like best about BMC Helix ITSM? It's easy to report any problem to our Help Desk service, they receive the incident and start the workflow until the problem has been finally solved. What do you dislike about BMC Helix ITSM? If a problem is not solved, I don't get any reminder that I still have a pending issue. Then, if it wasn't an important issue I don't remember it again until I have that same problem again, and it's a bit a waste of time on my side. Recommendations to others ...

"BMC Magic"

What do you like best about BMC Helix ITSM? I don't know if there is anything I like best. Maybe the number of options. What do you dislike about BMC Helix ITSM? The flow of the options. The tool is powerful and has many features, but the ease of use is poor. It doesn't flow. Recommendations to others considering BMC Helix ITSM: Consider you options, make sure you need everything this tool has to offer compared to the ease of use. What problems is BMC Helix ITSM solving and how is that ...

"Not the best tool for this job"

What do you like best about BMC Helix ITSM? I like that is has switched to a web app/web interface. What do you dislike about BMC Helix ITSM? So many things. Basically, it is just hard to use. The features are not intuitive, at all. When I search for a record, it is most likely I won't find it without the Incident number. It has all the right search fields and such; it just doesn't find any records. That is the worst part. What good is a system if you can't find the records you ...

"Decent but slow.. too complex..browser compatibility issues.."

What do you like best about BMC Helix ITSM? Workflow is comprehensive, tracking is ellobrate,d les the job nicely.. What do you dislike about BMC Helix ITSM? Too complex,slow,ui can be simpler, at times browser compatibility issues.. too many fields,customization and matinee may be difficult. Recommendations to others considering BMC Helix ITSM: Product is good but bulky,ui needs loads of improvement,if you are looking for light weight stuff go some where else.. What problems is BMC Helix ...

"A complete Enterprise Solution for ITSM"

What do you like best about BMC Helix ITSM? Completness of vision from BMC Software and the seamless integration with other solutions. What do you dislike about BMC Helix ITSM? Still there are a lot of work to be done on the end user interface MyIT Recommendations to others considering BMC Helix ITSM: Consider to have the full fledge of BMC ITSM suite including all modules and the discovery solution What problems is BMC Helix ITSM solving and how is that benefiting you? Managing our service ...