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

"BMC Remedy Review"

What do you like best about BMC Helix ITSM? We use this product for Work order assignment and review. I like that it is available via a web portal so that our techs can be on site to get information about the work ticket and also search the knowledge base that we built, we are able to post "How to" document for all of our technicians in the field. Just incase the come across an issue that has been resolved in the past. This software can be modified to suit your environment. What do you ...

"It's good for what ails you."

What do you like best about BMC Helix ITSM? BMC Remedy is an excellent support management tool. It integrates well with our systems and tracks tickets as an excellent knowledge base. What do you dislike about BMC Helix ITSM? It's expensive to implement, so you'd better have the funds available to roll it out. Recommendations to others considering BMC Helix ITSM: Once it's in place it's excellent. What problems is BMC Helix ITSM solving and how is that benefiting you? Customer and unit ...

"Use daily"

What do you like best about BMC Helix ITSM? Easy to use, easy to search and add information What do you dislike about BMC Helix ITSM? Security set up too complex, not all users gave access to the product What problems is BMC Helix ITSM solving and how is that benefiting you? Track problem and resolution process

"Highly Configurable Ticketing and Asset Tracking System"

What do you like best about BMC Helix ITSM? This is software is widely used by many government agenies so admins, developers, and users are familiar with the product. It is highly configurable with proper development. Ticketing Service works great! What do you dislike about BMC Helix ITSM? The Asset Tracking Service and Reports is very time consuming. Everything has to be configured manually. Reports can be saved to be rerun later, but not very user-friendly on setup. Recommendations to ...

"Dated interface"

What do you like best about BMC Helix ITSM? I can't say that there is anything good to say about Remedy. It performs basic functions as far as ticketing and inventory management. What do you dislike about BMC Helix ITSM? The interface and the convoluted menus is the worst part. It makes it difficult to work with the information presented. What problems is BMC Helix ITSM solving and how is that benefiting you? Trouble ticket management system. Benefits are that it is a central repository for ...

"PK's BMC Remedy REview"

What do you like best about BMC Helix ITSM? I like the fact that Remedy's UI is concise but relays an abundance of information. The tabbed view of information pertaining to an incident can be very helpful without actually taking me to a different page or having to scroll a lot. What do you dislike about BMC Helix ITSM? The UI feels older and can definitely be updated. The tabbed view can also result in a busy UI that will have me clicking on all the tabs without reading their title in order ...

"Good historical data capturing tool"

What do you like best about BMC Helix ITSM? - We use an inhouse customized version of BMC Remedy. It is very good for data collection and archiving purpose. What do you dislike about BMC Helix ITSM? - Old and not so friendly user interface. It needs a big time uplift - has too many fields/tabs in the form but changing those and removing the ones we no longer need requires significant code/infrastructure changes. Thus, scalability is difficult. We are actually in the process of migrating to ...

"Remedy for help center incident management"

What do you like best about BMC Helix ITSM? ability to add screen shots and other attachments What do you dislike about BMC Helix ITSM? the product lacks ability to RTF your comments. would like to see decentralized control option for updating assignee lists. Recommendations to others considering BMC Helix ITSM: na What problems is BMC Helix ITSM solving and how is that benefiting you? centralized online incident management

"Old school tracking program that hasn't kept up with the times."

What do you like best about BMC Helix ITSM? It's a very simple interface, meaning no bells or whistles, and that makes it easy to pull out the information you want for individual users if you're targeting something specific. I've been using it for years, so it's relatively easy to navigate. What do you dislike about BMC Helix ITSM? It's a very simple interface, meaning no bells or whistles, and that makes it a pain to work with information from more than one user. Aggregating data stored in ...

"What a mess"

What do you like best about BMC Helix ITSM? Customizable overview is handy though extremely limited. What do you dislike about BMC Helix ITSM? Terrible use of web based Technology. Elements don't flow, doesn't use space effectively. Just archaic design. Recommendations to others considering BMC Helix ITSM: Look elsewhere. What problems is BMC Helix ITSM solving and how is that benefiting you? Ticket and customer management. Almost none because it's so bad.