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BMC Helix ITSM

BMC Helix ITSM

Overview

What is BMC Helix ITSM?

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.

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Learn from top reviewers

Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Video Reviews

1 video

BMC Helix ITSM Review
09:07
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Pricing

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BMC Helix ITSM

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Cloud

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.bmc.com/forms/pricing…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Product Demos

Access a free BMC Helix IT Service Management (ITSM) Self-Guided Demo - BMC Software

www.bmc.com
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.6
Avg 8.1

ITSM asset management

Managing all IT assets and enforcing policy rules

8.5
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

8.6
Avg 8.4
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Product Details

What is BMC Helix ITSM?

BMC Helix IT Service Management (ITSM) is a suite of tools with 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.

Business Challenge
Traditional ITSM processes often involve manual tasks that consume valuable time and resources. Examples include a reliance on email communications to submit or manage service requests, the tracking of projects through spreadsheets, and cumbersome development cycles for new IT service capabilities. These challenges are further amplified by distributed workforces all over the globe, the proliferation of data, and high user expectations for always on responsiveness with immediate resolution of incidents or problems. The pressure to deliver exceptional quality IT services across an increasingly diverse architectural landscape continues to drive digital transformation as a strategic imperative. The IT service desk sits at the center of ITSM modernization and transformation.

BMC Solution
BMC Helix ITSM is a low-/no-code solution for enterprises to build, deploy, and manage IT assets and applications. It does this in three ways. First, BMC Helix ITSM is built upon the BMC Helix for ServiceOps platform, which unifies service and operations management with common data stores. The platform empowers IT service desk agents to resolve cases faster by isolating or preventing service disruption through root cause analysis, real-time incident correlation, predictive incident resolution, and proactive problem management.

Second, BMC Helix ITSM integrates artificial intelligence (AI) and machine learning (ML) to automate workflows across the enterprise. Embedded AI/ML streamlines work and the allocation of IT service desk resources by automatically assigning/routing incident, problem, and change requests without manual intervention.

Third, BMC Helix ITSM integrates data and processes intelligently to accelerate change management, mitigate risk, and advance the DevOps cycle. Integrated DevOps tooling within BMC Helix ITSM can link change requests with the software development lifecycle (SLDC) and imported continuous integration and continuous delivery (CI/CD) stages.

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.

BMC Helix ITSM Video

How BMC Software transformed Northumbria Healthcare for award-winning service in this compelling customer story. Learn about the challenges faced, the solutions implemented, and the remarkable outcomes achieved. Northumbria Healthcare, a provider in the UK, partnered with BMC ...
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BMC Helix ITSM Integrations

BMC Helix ITSM Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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.

Reviewers rate Organize and prioritize service tickets highest, with a score of 9.1.

The most common users of BMC Helix ITSM are from Enterprises (1,001+ employees).
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Comparisons

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Reviews From Top Reviewers

(1-5 of 21)

easy to use and complete tool, although they should be more open with future developers

Rating: 7 out of 10
July 08, 2024
Vetted Review
Verified User
BMC Helix ITSM
5 years of experience
We use the application as the main ticketing tool, as well as to inventory all our applications, equipment, printers, etc., in the CMDB. They actively use it with around 200 people, although there may be about 4000 clients. The application helps us comply with ITIL through forms and our own procedures.
  • Inventory. You can relate an asset with incidents, changes, no disponibility, etc in the same form
  • Development new features in the forms and make new workflows in an easy way
  • intuitive customer interface
Cons
  • Bugs in things that should have been checked before the release in new features
  • BMC Helix ITSM should allows downloading trial versions and manuals with use cases to be able to do tests in laboratories. They force you to buy the complete tool even if it is just to learn
It is a tool that, for the customer, is very intuitive and complete. Anyone can use it with a short 1 hour training.For technical service it is also quite easy to use.But I would only recommend it if you have developers who have already worked with it because of what I mentioned in the negative points. You cannot download software to do laboratories at home and train yourself.

Satisfied with BMC Helix ITSM. GPT is not yet integrated with all features. It has a long roadmap, but has evolved a lot compared to the previous version (OnPrem).

Rating: 8 out of 10
November 04, 2024
Vetted Review
Verified User
BMC Helix ITSM
3 years of experience
We use BMC Helix ITSM SaaS as Service Portal, Smart IT, Calendar, Helix GPT, Helix Insight (Proactive Problem Management and Real-Time Incident Correlation), CMDB, Helix Discovery. All business and IT requests are made through the Helix Service Portal, that is, Helix is ​​the company's request centralizer. The CMDB and Discovery modules assist with the Incident, Change and Delivery processes.
  • Centralization of requests through the Service Portal
  • Helix Discovery keeps the CMDB up to date and complete.
  • The Helix Dashboard has improved 100% compared to the old Helix Report.
Cons
  • Integração do bot com OpenAI (HelixGPT) e Smart IT (Ask HelixGPT). Em outras palavras, o prompt do bot deveria ser o mesmo do Ask HelixGPT.
  • Helix Insight (Proactive Problem Management and Real-time Incident Correlation) is not flexible for word discarding.
  • There is no native integration between products from the same vendor, for example Control-M.
We use BMC Helix ITSM SaaS in DevOps scenarios due to its ease of integration with tools such as Jira, GitHub, Bamboo, etc. In addition, we use all the Change, Incident, CMDB, Knowledge Base, etc. modules integrated. This makes it easier to manage IT processes.

BMC Remedy is Your Ticket

Rating: 9 out of 10
October 18, 2018
Vetted Review
Verified User
BMC Helix ITSM
11 years of experience
We have implemented BMC Remedy to track assets, incidents, changes, problems, and we also use several other smaller modules. It is used throughout the organization, although certain departments (e.g., help desk, reporting teams, etc.) use it more than others. BMC Remedy gives us all of the above information in one centralized, inter-linked hub. It allows different defined groups to have varying levels of access in order to provide the correct level of detail so that they can perform their tasks as needed.
  • Again, the ability to have all of the information (changes, incidents, problems, etc.) in one place is paramount.
  • The built-in ability to run simple reports is quite valuable.
  • The ability to interact with Crystal Reports makes BMC Remedy an even more data mining and reporting tool.
  • Once users are trained properly, it allows for the quick and easy creation of new issues.
Cons
  • Sometimes it takes a long time to get reports from the inventories.
  • Complicated reports, or those that pull a lot of data, can bog the system down. Some of that is due to proper user training.
  • Customizing the application to meet your exact needs can cause it to become difficult to upgrade when future versions are released.
It may be more effective for smaller companies to pursue less costly solutions which may not have all of the features, but they still provide the basic functionality. If your company requires multiple levels of access, then it is simple to assign different roles depending on the needs of the individual users and/or groups. If you need to provide metrics on how quickly issues are assigned, resolved, closed, etc., then BMC Remedy is your ticket.

Remedy ITSM - Solid product

Rating: 9 out of 10
July 13, 2016
DC
Vetted Review
Verified User
BMC Helix ITSM
16 years of experience
Our whole organization is using Remedy for several things. We use it to manage incidents, work orders, change requests, problem management, known errors, and for the CMDB for asset management. There are plans to use it also for release management but have not gotten to that point yet. With the CMDB it allows us to have a central asset management point that we can use to leverage how incident are assigned. Remedy also gives us an out of the box way to deal with our change request process which is very helpful.
  • Remedy integrates very well with many products so you can have incidents coming from many sources directly into Remedy.
  • Service requests are something that Remedy does well. Once setup a user just has to answer some pre-determined questions and a work order/inicident/change request will automatically be created and populated based on the answers provided so business end users do not need a lot of training in order to open requests.
  • Incident/problem management is a strong point in the Remedy system. Users can open problems directly from the incident ticket with the click of a button and it allows users to track incidents against problems fairly well.
Cons
  • Service request creation needs some work. Some areas of service request creation like dealing with complex approvals need to be done better in future versions. Also, dealing with formatting of the service request screen needs to be improved.
  • I found that reporting is a little lacking. For example, we have people requesting reports based on the audit log and we seem to be unable to do it as we did in a previous version of Remedy
  • We also found that it is not easy to correct things once mistakes have been made. For example, if somebody happens to close an incorrect task there is no easy way to just go and open up the closed task.
I believe it is well suited to deal with problem management and incidents. It is very easy to open problem tickets from the incidents and easy to see the relationships between the incidents and the problems. Our company also found that if you come up with a standardized way of naming the problems it makes it easier to search.

BMC Remedy ITSM Review

Rating: 10 out of 10
April 21, 2016
Vetted Review
Verified User
BMC Helix ITSM
15 years of experience
BMC Remedy ITSM is being used by one of my customer's organizations for tracking Incidents and Work Orders. Change and Service Requests are coming in the near future.
  • Makes it easier for the customer to follow ITIL best practices.
  • Customizing the tool allows you to get Remedy ITSM to perform virtually any function under the sun.
Cons
  • Consistency across all the different applications.
  • What is one of the greatest benefits of the BMC solution, can also be a detriment - the ability to perform any customization. You are able to customize the product to make it virtually unusable.
I think just due to the licensing costs, the BMC solution is more appropriate for the larger enterprises, and less appropriate for the small startup companies.
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