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

"Excellent ticketing tool for change management and release mangement"

What do you like best about BMC Helix ITSM? Really like the tool and works good for cross vendor communciations it has various flexi features with good integrations with emails and managing tickets reporting works really good and helps maintain all changes for prod and non prod env What do you dislike about BMC Helix ITSM? mobile integration is not that much and should focus on getting it more comprehensive as the nature of today demand s Recommendations to others considering BMC Helix ...

"Remedy is extremely slow, UI is not intuitiv., simple What, When, Who, Where info is buried. "

What do you like best about BMC Helix ITSM? I have used quite a few "service ticket" systems in my career and this is hands down the most cumbersome. Our Remedy system slows down my response time and buries the details of each case making support more difficult than it has to be daily for hundreds of people here! What do you dislike about BMC Helix ITSM? User Interface, speed, unnecessary popups that lock other applications, tedious search tools, workques that are slow to load. Menu labels ...

"Good ITSM suite"

What do you like best about BMC Helix ITSM? That enterprise level ITSM software. Who are looking to implement ITIL practices, This will will help you do so, With module like asset, incident, management etc..Will give you confidence across the business vertical What do you dislike about BMC Helix ITSM? Not easy to configure, you require lot of technical help to manage this implementation Recommendations to others considering BMC Helix ITSM: Good for managing enterprise ITSM services but ...

"Remedy"

What do you like best about BMC Helix ITSM? Remedy allows for quick, easy tracking of IT issues/requests with knowledge base integration, that can be categorized for analyzing data to help identify trends and global issues. What do you dislike about BMC Helix ITSM? Interface is a little busy and takes a while to learn to navigate. Also, have experienced issues with latency from time to time. What problems is BMC Helix ITSM solving and how is that benefiting you? It allows us to ...

"Very Versatile and easy to track"

What do you like best about BMC Helix ITSM? The best part of remedy is the use of it and you can use it to start knowledge bases. It can be very thorough to a specific type of issue if the form is created correctly. What do you dislike about BMC Helix ITSM? The one thing I dislike about remedy is that it can get quite complicated. The use of using query can be tough for normal users if not trained. Recommendations to others considering BMC Helix ITSM: Plan it out for the future. Integrate ...

"Customizable"

What do you like best about BMC Helix ITSM? Remedy is completely customizable to fit the business needs. You can add fields as needed, but this can take a bit of frontloaded work during the initial implementation. Once the kinks are worked out, it is a very responsive piece of software. What do you dislike about BMC Helix ITSM? The user interface is a bit dated compared to other help desk software. Depending on who implements, it can be a bit tedious for users to enter all of the required ...

"I am a technical Support Enginner with EMC, and work daily with BMC Remedy for job purposes."

What do you like best about BMC Helix ITSM? It's easy to do searches for the ticket that you need. What do you dislike about BMC Helix ITSM? It needs perhaps a different look. By that I mean make it easier on the eyes. We work with it daily, and creativity goes a long way. Linking tickets together that can be related or alike could be easier done. What problems is BMC Helix ITSM solving and how is that benefiting you? VERY technical issues that involve high paying customers. The fact that i ...

"This product was time consuming, and had a round about and inefficient way of reaching final objecti"

What do you like best about BMC Helix ITSM? I liked the amount of standardization within the product. Allowed business user to pull accurate metrics daily. What do you dislike about BMC Helix ITSM? It was very time consuming to log each issue. Would crash often. Not very user friendly. Recommendations to others considering BMC Helix ITSM: Thorough training process for new employees. It is very easy to stumble around the application without accurately knowing what it offers. What problems is ...

"Very Detailed "

What do you like best about BMC Helix ITSM? The best thing about BMC Remedy would be how they keep everything in one place from the issue to the solution to the inventory for the certain client.Interface is very user friendly specially on the back end of it. Also the fact that its not only IT solution platform but has a combine asset management tools, it helps when a small business doesn't hare to buy different software to keep track of everything in the company. What do you dislike about ...

"Remedy works"

What do you like best about BMC Helix ITSM? I used it extensively for trouble tickets and asset management, and I both worked well for me. I like the asset management portion the more because it provided very valuable information if properly used. What do you dislike about BMC Helix ITSM? I did not like the way task were added to a ticket. I found it to be confusing, and if I was not told that a task was attached sometimes it would get over looked. There is to many steps to get to a task to ...