BMC Helix ITSM

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix ITSM
Score 8.9 out of 10
N/A
BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations.N/A
Pricing
BMC Helix ITSM
Editions & Modules
BMC Helix ITSM
Contact Sales
Offerings
Pricing Offerings
BMC Helix ITSM
Free Trial
No
Free/Freemium Version
No
Premium Consulting/Integration Services
No
Entry-level Setup FeeNo setup fee
Additional Details
More Pricing Information
Community Pulse
BMC Helix ITSM
Considered Both Products
BMC Helix ITSM
Chose BMC Helix ITSM
flexibility in development and customization. however now in saas we lost lot of that. anyway its all about fantasy. the idea of the solution from dough is still there even when innovation studio is trying to overtake. i hope bmc will stop with bad decisions
Chose BMC Helix ITSM
Jira Service Management is a new tool with a lot of potential (highly rated by Gartner) but for now it lacks the experience, robustness and integrations with BMC Helix. And thinking about Service Operations, the discovery tool still needs to be improved. It is a promising tool, …
Chose BMC Helix ITSM
I have used ServiceNow and to me, it's not able to handle extremely large organizations and entities that software. And that was of course three or four years ago. So perhaps they've grown, but that's my opinion, my first impression based on some companies moving to it. That's …
Chose BMC Helix ITSM
In my opinion, Servicenow is overly expensive and pulling the curtain back exposes a deep abyss of insufficiency compared to the true capabilities of BMC Helix ITSM. I think Servicenow is shiny out of the box, but you find it is inferior after a deeper dive
Chose BMC Helix ITSM
BMC CMDB and some key capabilities are much more easy to use and again the seamless workings between BMC products adds more value eliminating the need for integration.
Chose BMC Helix ITSM
Prior to our partnership with BMC, we used home grown tools to support the ITSM functions. Our tools were outdated, inefficient, and ineffective which is why we switched to BMC.
Chose BMC Helix ITSM
WE are migrating from Cherweel, which is an Ivanti product. Their new version was showcased to us and was not much of an improvement from Cherwell
Chose BMC Helix ITSM
Discovery feeds IT assets by facilitating the opening of tickets - Discovery alimenta os ativos de TI facilitando a abertura dos chamados
Chose BMC Helix ITSM
BMC Helix ITSM is much more robust and configurable for the enterprise
Chose BMC Helix ITSM
By far the most powerful product, BMC Helix ITSM also has a steep learning curve,
Chose BMC Helix ITSM
We moved from Service Now to BMC Helix ITSM for improved collaboration, improved automanion, and cost reduction.
Chose BMC Helix ITSM
BMC Helix ITSM offers an onpremise option, which is not provided by many of the big ITSM solutions. BMC offer an integrated plattform solution, which does not need any addons or custom connectors to integrate every solution, like inventory, event management, Configration …
Chose BMC Helix ITSM
The ITSM is the most complete I know and it should work great with AIOPs
Chose BMC Helix ITSM
Licencing structure
Chose BMC Helix ITSM
O product cost e and evolution
Features
BMC Helix ITSM
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix ITSM
8.6
93 Ratings
5% above category average
Organize and prioritize service tickets9.192 Ratings
Expert directory8.763 Ratings
Service restoration8.875 Ratings
Self-service tools8.884 Ratings
Subscription-based notifications8.366 Ratings
ITSM collaboration and documentation8.382 Ratings
ITSM reports and dashboards8.583 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix ITSM
8.5
81 Ratings
3% above category average
Configuration mangement8.878 Ratings
Asset management dashboard8.674 Ratings
Policy and contract enforcement8.158 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix ITSM
8.6
85 Ratings
1% above category average
Change requests repository8.984 Ratings
Change calendar8.480 Ratings
Service-level management8.680 Ratings
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BMC Helix ITSM
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Agiloft Service Desk (discontinued)
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Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
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Score 9.0 out of 10
Enterprises
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Score 9.4 out of 10
All AlternativesView all alternatives
User Ratings
BMC Helix ITSM
Likelihood to Recommend
9.0
(100 ratings)
Likelihood to Renew
8.5
(8 ratings)
Usability
8.7
(51 ratings)
Support Rating
3.0
(10 ratings)
Online Training
6.0
(1 ratings)
Implementation Rating
6.6
(2 ratings)
Configurability
5.0
(1 ratings)
Product Scalability
8.0
(1 ratings)
Vendor post-sale
7.0
(1 ratings)
Vendor pre-sale
8.0
(1 ratings)
User Testimonials
BMC Helix ITSM
Likelihood to Recommend
BMC Software Inc.
There are many ITSM platforms available - but only a very select few are true enterprise leaders. BMC Helix is one. When it comes to managing thousands of incidents daily, BMC Helix helps cut through the noise with incident correlation and predictive problem management.
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Pros
BMC Software Inc.
  • The Service Asset and Configuration Management capabilities of Helix ITSM are awesome. It can be used as a central repository for all SACM information and seamlessly integrated with Helix Discovery.
  • It has the most certified ITIL process modules of any ITSM system. These modules work seamlessly with each other and give you the power to manage any situation effectively.
  • As an Administrator of Helix ITSM you have many tools at your disposal to create customizations, workflows. BMC makes it easy to manage the system, leaving time to develop customizations and workflows.
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Cons
BMC Software Inc.
  • Customization can be lengthy due to the numerous features included in the software.
  • New staff members require some sort of hands-on training to get to know all the use capabilities.
  • The analytics can be improved to include forecasts and trend analysis.
  • Expensive compared to competitors.
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Likelihood to Renew
BMC Software Inc.
It provides the tool we need and is able to be customised to meet new requirements. Cost to change in training and integrations would be considerable.
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Usability
BMC Software Inc.
At least Remedy is all contained in a single platform, so the interface is consistent. Also, the most heavily performed functions are generally usable. However, to use some of the more advanced modules can be a bit more cumbersome (such as Change Management and CMDB (Not Including ADDM)). So, overall BMC Remedy ITSM is better than some applications like CA SDM or HP SM, but not quite on par with ServiceNow.
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Reliability and Availability
BMC Software Inc.
for now we are satisfied. first two months 😉
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Performance
BMC Software Inc.
could be faster. db is slower from introducing postgresql
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Support Rating
BMC Software Inc.
Their tech support is top notch. They respond and get back to us, even on lower level incidents and issues, very quickly. It is rare that we deal with a support technician who does not know what they are doing.
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Online Training
BMC Software Inc.
the trainers dont have so much practical experiences. its mostly follow up and reading existing documentation withou own input. of course experiences people are on shore or have no free time. sad truth
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Implementation Rating
BMC Software Inc.
Satisfied because I didn't have to do it!
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Alternatives Considered
BMC Software Inc.
I did not select Remedy myself, so I am coming in from someone who is apart of the story, from somewhere in the midway. That being said: Remedy has begun a journey of understanding the problems associated with the implementation of ITIL, and indeed ITIL itself (it is a top-down process for management of an IT department). there are many alternatives out there. One, in particular, I am keen to investigate: Redmine. But in doing so, It will be evaluated via my experience with Remedy.
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Contract Terms and Pricing Model
BMC Software Inc.
unclear. lot of for less
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Scalability
BMC Software Inc.
Again, always room for improvement, but a very stable product none-the-less.
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Return on Investment
BMC Software Inc.
  • The ROI was fine initially as we got what we paid for and it served its purpose
  • Over time, we got behind on releases due to limitations with customizations we made to the application. The product then became out of support and completely out of date, and we had to replace
  • Overall ROI was minimal and once the product was out of date we found more value in other tools
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ScreenShots

BMC Helix ITSM Screenshots

Screenshot of BMC Helix Multi-Cloud Broker. This is where users can deliver a secure service experience across multi-cloud environments.Screenshot of Knowledge Management, available with intelligent recommendations to help bring the right information to end-users and agents to quickly and accurately resolve issues.Screenshot of the incident and problem management interface, used to create and resolve incidents faster with intelligent, context-aware, and proactive incident matching.