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.
We use BMC Helix ITSM for Incidents, Workorders, CMDB, Knowledge Management, Change Request CRQ and Discovery. We use extensively accross our organization globally. Our service desk uses BMC Helix ITSM as well
Pros
Up time
Simple to use
Roadmap and new features
Cons
ServiceDesk Support
Supporting new features for go-live
Likelihood to Recommend
The BMC Helix ITSM application has evolved tremendously in the last few years and they are leaders in AI and Chatbot features. They are not just a ticketing tool but can be applied across the business.
For our core business, the interface is our IT interface with the business. The users will request for IT services such as onboarding a new employee, requesting hardware/software, reporting IT issues. On the backend, we store our knowledge, manage our releases and track our major incidents.
Pros
Knowledge management
CMDB
incident and WO management
Cons
reporting
backend configuration
Likelihood to Recommend
The knowledge management module for us works extremely well. Our service desk heavily relies on this module to work. The cmdb has also helped our organization tremendously when it comes to doing PC refreshes in the company. We are about 10000 employees across the globe and in order to manage our inventory it is heavily used. Their are other similar softwares to BMC and comparing cost, BMC is worth it.
VU
Verified User
Team Lead in Information Technology (10,001+ employees)
We use BMC Helix ITSM for ITSM Solution Management, CMDB, Dashboards Digital Workplace , HelixGPT, Innovation Suite BMC Helix ITSM BMC Helix Knowledge Management. It addresses the challenges of Change Management, Problem Management, Incident Management, Release Management, Knowledge Management. It is versatile solution which addresses the day to day issues encountered in IT Service Management.
Pros
Change Management
Service Management
Operations Management
Problem Management
Incident Management
Cons
Chatbot
AIOps
HelixGPT
Likelihood to Recommend
VU
Verified User
Manager in Information Technology (5001-10,000 employees)
We use BMC Helix ITSM as our central ITSM suite within an IT service provider serving the banking sector, with approximately 650 employees. The scope covers Incident Management, Change Enablement, IT Asset Management, CMDB, and a customer portal supporting over 36,000 workplaces and more than 700 business services. Helix primarily addresses our challenge of consistently mapping and demonstrably managing regulatory-compliant IT processes (DORA, EBA Outsourcing Guidelines, ISAE 3402 Type 2). Planned next steps include Autodiscovery, AIOps, and Helix-GPT to improve data quality in CMDB/ITAM and to relieve the service desk through AI-driven automation.
Pros
End-to-end ITIL 4 workflows (Incident, Change, Service Request) with full audit trail – essential for ISAE 3402 Type 2 and DORA compliance in the banking sector.
Centralized customer portal for multi-client operations: client-specific handling with standardized processes – supporting 36,000+ workplaces and 700+ business services.
Integrated CMDB and ITAM on a single platform – delivers the regulatory transparency required across 5,200+ servers and enables DORA-compliant asset documentation.
Cons
I answer something, because it is a required question.
Likelihood to Recommend
BMC Helix ITSM fits our environment particularly well, where standardized, auditable processes are already in place: Incident and Problem Management can be structured cleanly, with clear ownership, escalations, and fully traceable documentation—crucial in a highly regulated banking context. Through the customer platform/portal, users can log incidents and requests consistently, track their status transparently, and use a single central communication channel across service boundaries. This supports a service-oriented setup spanning multiple business services and locations. It becomes less suitable—or at least more effort-intensive—when core foundation data is not yet stable: an immature CMDB, insufficient ITAM data quality, and an unstructured knowledge base limit the value of automation and self-service. In addition, heterogeneous integrations and strict authorization models can increase implementation and ongoing maintenance efforts, especially when SLAs are not harmonized across different customer environments.
It's our shared IT Service Management platform used across all our markets which works with our Incident, Problem, Change and Asset Management processes and integrates with 30+ internal tools for ticket management. It's a cost effective solution for an organization of our size and provides a mature platform that many of our new comers find familiar and easy to use.
Pros
Allows a significant amount of tailoring and customization that can be managed by an inhouse team
Great support and service, with the vendor always being easy to engage with
Future looking product roadmap which has progressed significantly over the past 5 years
Cons
Being a legacy platform and now moving to moder UI and AI, there are some challenges with migration and upgrades sometimes, but it's mostly smoothed out now.
Some of the older tools have been decommissioned outright since we're on SaaS, whereas if we were still On Prem it would have been available
Some of the new functionalities don't seem to keep the wider userbase in mind
Likelihood to Recommend
It is really good for mature large scale organizations with well established processes to use and manage their IT Service Management. Serves well as the data backbone which can then be consumed by your other services, and also serves really well as a system of record needed to have historical visibility and for compliance reasons.
VU
Verified User
Manager in Information Technology (10,001+ employees)
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.
VU
Verified User
Employee in Information Technology (5001-10,000 employees)
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
VU
Verified User
Administrator in Information Technology (10,001+ employees)
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
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.
