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

"Review of ITSM and custom development "

What do you like best about BMC Helix ITSM? Flexibility, integration capabilities , What do you dislike about BMC Helix ITSM? ITSM onboarding time is too long. Licensing costs. What problems is BMC Helix ITSM solving and how is that benefiting you? Integration with other ITSM products.

"A highly customizable product for ITSM and other needs"

What do you like best about BMC Helix ITSM? BMC Remedy provides a great interface via Eclipse to create your own custom forms (tables) & functionality or customize OOTB (out of the box) forms & functionality. The interface allows many different options and though we didn't do much with it, allows CSS to really give a dynamic view of the data. We recently transitioned to the web interface for all customers (the old desktop tool is no longer supported). While some functionality that used to ...

"BMC Remedy"

What do you like best about BMC Helix ITSM? We currently just user the Incident portal. It's pretty simple to use, which is very useful when you are dealing with a lot of incidents. What do you dislike about BMC Helix ITSM? Remedy definitely has the feel of an application that has been developed over top of each other. The worfkflows seem to be too complex for what they are doing. And easy customizations tend to be harder then the harder ones. Recommendations to others considering BMC Helix ...

"BMC Remedy - RKM focus"

What do you like best about BMC Helix ITSM? The different integration options and information availability within the same system. For knowledge management specifically the different default templates have worked well for my organization. What do you dislike about BMC Helix ITSM? Remedy Knowledge Management does not do a good enough job at the administrator level at streamlining knowledge updates. Although the knowledge management tool is great there is an improvement opportunity to ...

"Powerful, Complex Software"

What do you like best about BMC Helix ITSM? This software can be configured to do just about anything and is used in many very successful companies. What do you dislike about BMC Helix ITSM? This software can be expensive to configure Recommendations to others considering BMC Helix ITSM: Please note that this software may be too robust for your needs if you have a smaller company. However, it is quite scalable. What problems is BMC Helix ITSM solving and how is that benefiting you? Remedy ...

"Old School Ticket Tracking for Tech Nerds Only"

What do you like best about BMC Helix ITSM? I like the simple user interface. It seems to meet my needs. What do you dislike about BMC Helix ITSM? * Creating reports is very kludgy and not GUI. * To run a query you have to know old school query symbols like <, =, etc. * My company has done a lot of customizations to Remedy and we are currently running many versions of the software- so I feel like some of my dissatisfaction may be self inflicted. I'm just an end user. * You have to know the ...

"Remedy"

What do you like best about BMC Helix ITSM? It's not pen-and-paper. It's better than using nothing and trying to keep track of issues with documented communication with the reporting users. What do you dislike about BMC Helix ITSM? GUI is clunky, slow, and not user friendly...and that is the positive opinion of it. What problems is BMC Helix ITSM solving and how is that benefiting you? Issue Tracking. SFDC cases is a better solution.

"Remedy Review"

What do you like best about BMC Helix ITSM? The ability to keep records of your store data and installations. What do you dislike about BMC Helix ITSM? Although the process of updating sites is simple, it can still be a bit of a process to deinstall all components of a site. What problems is BMC Helix ITSM solving and how is that benefiting you? The ability to quickly check on the status of thousands of site locations.