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

"Improvement constantly occurring in the BMC platform"

What do you like best about BMC Helix ITSM? The improved integration of Remedy with Saleforce.com. The integration capabilities allow for seamless interaction between the two product lines. What do you dislike about BMC Helix ITSM? The API for the integration is limited to it's interaction What problems is BMC Helix ITSM solving and how is that benefiting you? Working with our IT department to solve issues with our hosted clients.

"Great for Asset Management Systems"

What do you like best about BMC Helix ITSM? The ease of use for searching, updating, and inputting records is helpful. What do you dislike about BMC Helix ITSM? There is no way to do a large, bulk change on multiple fields at the same time. Most of the update and manipulating needs to be done on an individual basis. Recommendations to others considering BMC Helix ITSM: If you do not currently have an asset management system, I recommend Remedy for your company. What problems is BMC Helix ...

"BMC Remedy 8"

What do you like best about BMC Helix ITSM? It is a great tool fro tracking calls and problems that can be accessed when needed. It is good that it sends our customer an email with their Remedy ticket number for their reference. What do you dislike about BMC Helix ITSM? That it seems to hang when you are using it and it runs slow a lot of time on our Network impacting the speed of creating the ticket in order to move to our next call. Recommendations to others considering BMC Helix ITSM: I ...

"BMC Remedy is very useful quick and easy to use."

What do you like best about BMC Helix ITSM? It's fast and easy remote connections, like being able to run scripts from the menu such as clearing temporary files and the browser cache. Bomgar usually finds computers and connects fast. What do you dislike about BMC Helix ITSM? Sometimes it times out while trying to connect and it also is really slow when searching for the first user of the day. What problems is BMC Helix ITSM solving and how is that benefiting you? I am able to take control ...

"BMC Remedy"

What do you like best about BMC Helix ITSM? Standard ticketing tool for big companies, easy to use and understanding. What do you dislike about BMC Helix ITSM? design lacks of ideas but on the other side it has nothing to complain about What problems is BMC Helix ITSM solving and how is that benefiting you? customer care

"Change management in a box"

What do you like best about BMC Helix ITSM? I like that all of the incidents, change requests, and requests are all in one location. This makes it easy for upper management to see everything that is going on in the environment. Also BMC remedy has a very robust reporting system. This makes reporting on tickets and ticket times a straight forward process that management loves to see. What do you dislike about BMC Helix ITSM? I dislike that all of the changes/incidents/requests all look ...

"Cumbersome and tough to use"

What do you like best about BMC Helix ITSM? Good integration between different team members Easy to capture intermediate progress. A full fledged ticketing system for whole organization. It covers from admin support to desktop support and different project support in organization. What do you dislike about BMC Helix ITSM? I did not like the design of this tool. Its very tough to learn all the flow and design. We went through more than 4-5 sessions when we got the BMC Remedy version 8.1 6 ...

"Great tool for Asset Management"

What do you like best about BMC Helix ITSM? The ability to create custom layouts is a very nice feature. It allows us to make company specific search and landing pages. It is very easy to use and is very user friendly. The default layout is easy enough that a beginner can pick it up very quickly. What do you dislike about BMC Helix ITSM? I dislike the macro feature. Sometimes they are very hard to write and even execute properly. I do not find this tool very useful because of the complexity ...

"I have interfaced with Remedy as a systems administrator for trouble tickets."

What do you like best about BMC Helix ITSM? One of the features like best about Remedy is the portability of the program throughout the domain. The programs ability for quick queries and responsiveness leads to ease of use. What do you dislike about BMC Helix ITSM? That it has remained very much a block like design. If it had a look and feel more like the Service now trouble ticket system it would be more fun to use. More of a dashboard appearance and feel would make it more approachable. ...

"BMC for ticketing events"

What do you like best about BMC Helix ITSM? Ability to customize ticket fields and monitor events all within one application. Ability to create an API from other tools to ticket directly to BMC. Multiple groups can have tickets added to a specific queue for their functional area which can be used as the one place for the team to go to manage their workload. Fields can easily be added to ticket flows to adjust for new products or changes in the business and process. What do you dislike about ...