BMC Helix ITSM Reviews and Ratings

Rating: 8.9 out of 10

Score

8.9 out of 10

Community insights

TrustRadius Insights for BMC Helix ITSM are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

User-Friendly Interface: Reviewers consistently praise BMC Helix ITSM's clear and intuitive interface for enhancing navigation, boosting task efficiency, simplifying user interactions, and improving overall user experience.

Modern Modules for Efficient Management: Users highlight BMC Helix ITSM's modern modules' role in streamlining operations, effectively tracking services, facilitating workflows, seamlessly integrating with enterprises, and promoting organizational efficiency.

Excellent Customer Support: Customers highly value the top-notch support team of BMC Helix ITSM for its prompt assistance, valuable guidance, exceptional responsiveness to user needs, and dedication to ensuring a positive user experience. Customer service has been able to effectively tackle any issues in a timely fashion resulting in a positive end user experience.

Reviews

115 Reviews

BMC Helix ITSM still one of the best

Rating: 9 out of 10

Incentivized

February 11, 2026

Use Cases and Deployment Scope

We use BMC Helix ITSM for managing incidents, changes, problems and service requests. We have service targets for incidents but not for service requests. All modules are consuming data from CMDB and we also have a major incident management module. We have integrations with Active Directory, asset discovery, remote access control, monitoring events, security events and HR platform.

Pros

Customizable around process.
Integration capabilities.
Usage of AI.
Reporting.

Cons

Reduce the number of defects.
Remove legacy technology.
Easier process for activating new features.

Likelihood to Recommend

BMC Helix ITSM it is all round platform for any size enterprise offering every capability you would need with a high level of customization capabilities offering the possibility to align the tool to your processes. The platform leverages AI in multiple places improving the overall experience and efficiency.

Unfortunately some parts of the platform are still running on old technology, holding back the rest of platform from evolving even faster.

Verified User

Employee in Information Technology (5001-10,000 employees)

Vetted Review

15 years of experience

Product satisfaction by identifying some areas of opportunity for continuous improvement

Rating: 9 out of 10

Incentivized

February 11, 2026

Use Cases and Deployment Scope

I have multiple operational processes are enabled in the various BMC Helix ITSM modules for managing changes, problems, incidents, assets, etc.

Pros

Incident and problem management
Request management
Knowledge management

Cons

Greater compatibility in connection with subsystems
Flexibility in makeup applications with Innovation Suite
Maintain and facilitate installable clients for iOS and Android devices

Likelihood to Recommend

In my experience, I think that BMC Helix ITSM handles change, incident, and problem management is more suitably.

Release, deployment, and contract management is less suitable.

Verified User

Administrator in Information Technology (10,001+ employees)

Vetted Review

20 years of experience

BMC Helix ITSM in banking

Rating: 7 out of 10

Incentivized

February 11, 2026

Use Cases and Deployment Scope

We use BMC Helix ITSM for incident and work order workflows.

We are working on adding the change management module.

It is used by both the IT and development/technology departments, as well as external departments such as maintenance, human resources, cybersecurity, and other business areas of the company. All the users of the company are end users.

Pros

extensive customization
multiple modules for various work areas
end user interface

Cons

Too many customization options make it difficult to manage
The administrative interface is outdated, inherited from previous versions of the product
The dashboards are not user-friendly and require knowledge of SQL and the tool to build them.

Likelihood to Recommend

In our research when selecting which tool to buy, we concluded that both BMC Helix ITSM and Servicenow are the most complete tools on the market. Its potential is enormous and allows customization at very low levels, which often makes maintaining those customizations difficult. We are satisfied with BMC Helix

Verified User

Administrator in Information Technology (10,001+ employees)

Vetted Review

2 years of experience

BMC Helix ITSM Product Review

Rating: 10 out of 10

Incentivized

February 2, 2026

Use Cases and Deployment Scope

In our organization, BMC Helix ITSM is used as the core platform for managing IT services across multiple departments. We utilize BMC Helix ITSM for Incident Management, Change Management, Problem Management, Service Requests, and CMDB integration. BMC Helix ITSM is also integrated with our monitoring tools and self-service portal for end-user ticketing. Good Product

Pros

Ai
Automation
Itsm

Cons

Manual ticketing
inconsistent change process
Delayed approval

Likelihood to Recommend

If asked about BMC Helix ITSM, I think I am likely to tell a colleague that, in my experience, inconsistent change process

Verified User

Administrator in Sales (11-50 employees)

Vetted Review

2 years of experience

Comprehensive and powerful tool for overall IT Service Management - BMC Helix ITSM

Rating: 8 out of 10

Incentivized

February 2, 2026

Use Cases and Deployment Scope

Our company uses BMC Helix ITSM to improve our processes used in incident, problem, and change management enhancing accuracy, reducing downtime for our users, tracking incidents faster, and improving service delivery. The product we use will assist us with a set of challenges such as fragmented workflows, resolution times, and visibility across support processes. We cover the organization's IT support, asset management, and automated workflows ensuring promptness, compliance, and higher user satisfaction across the organizations many business units.

Pros

AI powered Incident Management
Change Management
Release Management
Asset Management

Cons

UI can be improved
Complex configurations
Reporting can be improved
Timeline based visibility

Likelihood to Recommend

This is great for large-scale incident and problem management. It allows teams of individuals to quickly correlate, track, and resolve incidents and problems across different business units. It shines when used to automate repetitive tasks, manage complicated service transitions, and integrate with multiple IT systems. However, it might not be effective for small organizations that need simple processes, as the robust features could involve a long learning curve, increased costs, and implementation of resource-consuming processes. Customization could also require a strong technical knowledge.

Suman Jha

IT Director in Information Technology at TMF Group (1001-5000 employees)

Vetted Review

8 years of experience

BMC Helix ITSM is cutting edge technology

Rating: 9 out of 10

Incentivized

October 15, 2025

Use Cases and Deployment Scope

We need to produce the SLA KPI reports and data presentation for our customers. This can help us better. We also use HELIX schedule management tools.

Pros

Reporting
Dashboard
Presentation

Cons

How to present data.
Use test cases.

Likelihood to Recommend

BMC Helix helps in many ways to generate reports. Limitations in configuration on SLA.

Verified User

Program Manager in Information Technology (10,001+ employees)

Vetted Review

15 years of experience

Real time with BMC Helix ITSM

Rating: 9 out of 10

Incentivized

October 15, 2025

Use Cases and Deployment Scope

I use BMC Helix ITSM for customer-facing issues in their property, such as seepage problems, this agentic AI can assist in resolving them. In CRM use cases, where customers are awaiting issue resolution, BMC Helix can help resolve all issues, allowing customers to contact them freely at any time.

Pros

CRM
Construction

Cons

Speed
Accuracy

Likelihood to Recommend

On top of our tools, it can be integrated, which is amazing. We don't need to change our tools or technology. Using BMC Helix can be an amazing tool to integrate with our product. Agentic AI can be very useful, and for use cases where customers need support, they can help.

Khushi Prithiani

Data scientist in Information Technology at Infividhya (11-50 employees)

Vetted Review

2 years of experience

New User of BMC Helix ITSM

Rating: 10 out of 10

Incentivized

October 15, 2025

Use Cases and Deployment Scope

I am using BMC Helix ITSM for automating operational processes. We are looking to automate our business process such as onboarding process and client experience.

Pros

Rule engine
Process
Automation

Cons

Automate business process

Likelihood to Recommend

To automate business process specially client experience

krishna prajapati

Associate Director in Information Technology at Edelweiss (501-1000 employees)

Vetted Review

10 years of experience

Honest Review of BMC Helix ITSM

Rating: 10 out of 10

Incentivized

October 15, 2025

Use Cases and Deployment Scope

I use BMC Helix ITSM to automate the ITSM process in our organization when dealing with Unified Service & Operations Management, Enterprise DevOps, and Complex Change Management.

Pros

Improved Change Management.
ITIL alignment.
AI powered Automation.

Cons

Performance & Scalability.

Likelihood to Recommend

In my experience, BMC Helix ITSM excels in large, complex enterprises requiring robust service management capabilities, particularly those needing strong integration with DevOps and AIOps.

Verified User

Team Lead in Information Technology (10,001+ employees)

Vetted Review

2 years of experience

BMC Helix ITSM A Powerhouse for Enterprise Service Management

Rating: 10 out of 10

Incentivized

October 15, 2025

Use Cases and Deployment Scope

I use BMC Helix ITSM for Incident Management by logging, tracking, and resolving IT issues efficiently to minimize downtime. I like that it has built-in governance features that help meet regulatory requirements while lowering the cost of IT operations.

Pros

AI-Powered Incident Managemen
Smart Change Managemen
Advanced Reporting and Dashboard
Automation and Orchestration
Modular Architecture with Deep Integration
Cognitive Service Management
Compliance and Audit Readiness

Cons

Complex Deployment and Configuration
Scalability and Stability Concerns
Documentation and Support Gaps
User Interface Complexity
Integration Challenges with ITOM Tools
Limited Appeal Beyond IT Departments

Likelihood to Recommend

Ketan Chothe

Control-M Admin in Information Technology at SMFG India Credit (10,001+ employees)

Vetted Review

2 years of experience

Loading Reviews List....

Video reviews

View playlist