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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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Recent Reviews

BMC Helix Review

6 out of 10
March 28, 2021
Incentivized
Some issues it addresses include:

  • Logical access requests.
  • Network resource request.
  • E-mail access request/issues.
  • Quotation requests.
  • Create/a…
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Ultimate Remedy Review

8 out of 10
February 13, 2020
Incentivized
BMC Helix is used across our organisation as our ticket management system. We are using it for Incident Management, Change Management, …
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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

Popular Features

View all 13 features
  • Self-service tools (44)
    10.0
    100%
  • ITSM collaboration and documentation (44)
    9.9
    99%
  • Organize and prioritize service tickets (45)
    9.9
    99%
  • ITSM reports and dashboards (44)
    9.9
    99%

Reviewer Pros & Cons

View all pros & cons
Verified User
Engineer in Information Technology
Computer Networking Company, 10,001+ employees
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Pricing

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BMC Helix ITSM

BMC Helix ITSM

N/A
Unavailable

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.

Entry-level set up fee?

  • No setup fee

Offerings

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

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Features

Incident and problem management

Streamlining ticketing and service restoration processes

9.9
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

10
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

9.9
Avg 8.4
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Product Details

What is BMC Helix ITSM?

BMC Helix ITSM combines the latest in digital and cognitive automation technologies to transform best-practice ITSM principles on a cloud-native platform, enabling users to provide superior service management across multi-cloud environments that is intelligent and predictive.

BMC Helix ITSM Integrations

BMC Helix ITSM Competitors

BMC Helix ITSM Technical Details

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.

ServiceNow IT Service Management, Cherwell Service Management, and IFS Assyst are common alternatives for BMC Helix ITSM.

Reviewers rate Self-service tools and Configuration mangement and Asset management dashboard highest, with a score of 10.

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

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Reviews and Ratings

(194)

Attribute Ratings

Reviews

(26-50 of 51)
Companies can't remove reviews or game the system. Here's why
March 30, 2017

Good on prem ITSM solution - Expect incremental improvements

Jim Coryat | TrustRadius Reviewer
Jim Coryat
Senior Software Engineer
Micron Technology (Semiconductors, 10,001+ employees)
Score 7 out of 10
Vetted Review
Verified User
Likelihood to Recommend
The product is actually quite flexible. Not well suited for small companies, I would target this for medium to large companies with a substantial IT investment. This can provide many benefits to multi site organizations where communication can be a challenge. The service desk and MyIT offerings can close the gap in being able to reach and support your customers in a organization that is geographically diverse.
March 27, 2017

BMC Remedy ITSM Suite - IT just got GREAT!

SF
Shaun Field
Senior Remedy Developer
Derivco International (Computer Software, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
I think the medium to large enterprises with regulatory requirements would benefit this product. That said I think a business of all sizes could use various modules of the whole like MyIT and SmartIT they really perform well and look good.
July 22, 2016

Remedy, the all around king of asset management

Sam Figueroa | TrustRadius Reviewer
Sam Figueroa
Associate Staff Systems Specialist
Hershey Foods-Y&S Candies (Consumer Goods, 10,001+ employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is well suited for any business to track and organize assets. It works for companies with Enterprise size or even small business. It would not be appropriate for a home user to use. Home use could be more utilized with a simple database created for asset management of devices used at home.
July 13, 2016

Remedy ITSM - Solid product

DC
Dave Campbell
Senior System Administrator
Teranet Inc. (Information Technology and Services, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
July 11, 2016

BMC Remedy: trusted software for 10 years

Verified User
Director in Information Technology
Management Consulting Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
BMC Remedy has served us extremely well over 10 years in support of a comprehensive end to end ITIL process including Incident, Problem, Change, and Configuration Management. Our clients were generally pleased with the functionality and performance. We were able to customize the software as required over the years to meet our client requirements. We were especially impressed with the CMDB and Reconciliation engine. I consider them to be best in class.
June 17, 2016

Remedy ITSM review

Verified User
C-Level Executive in Information Technology
Higher Education Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend

BMC Remedy is well suited for large organizations looking to properly categorize and track their incidents and problems. It also provides larger organizations a well organized knowledge base for end users to reference as well as IT support staff.

It might be less appropriate for smaller organizations who may just need a cloud version or smaller instance of a Remedy like software package.

May 27, 2016

BMC ITSM Suite - Is Certainly Service differentiator

Dinesh Chowdary | TrustRadius Reviewer
Dinesh Chowdary
Senior Consultant
BT (Telecommunications, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
  • Proactively managing service - through incident, problem, capacity, configuration and change management
  • Continuously monitoring service - preventing failures and rapidly identifying those that do occur
  • Reactively managing customer contact - ensuring resolution of incidents and service requests
  • KCI - Keeping our customer fully informed at all times
April 21, 2016

BMC Remedy ITSM Review

Verified User
Professional in Information Technology
Information Technology and Services Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
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.
April 15, 2016

BMC Remedy is a great ITIL compliant solution

Jim Guzlecki | TrustRadius Reviewer
Jim Guzlecki
Team Lead - Business Process Automation
Thomson Reuters (Financial Services, 10,001+ employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Definitely suited for medium to large organizations, especially those with stringing compliance requirements. Though the infrastructure is what gives it the performance advantage, it may also make it difficult for small organizations to implement. Well suited for those looking to improve or implement ITIL compliant solutions and are willing and able to adjust their process to fit.
April 14, 2016

BMC Remedy is an excellent fit for a Group of Companies

Damir Suban | TrustRadius Reviewer
Damir Suban
IT Service Management Team Lead
mStart d.o.o. (Information Technology and Services, 201-500 employees)
Score 8 out of 10
Vetted Review
ResellerIncentivized
Likelihood to Recommend
It is well suited for larger organizations, but not because of the complexity of the tool, but because of the price. Our region is very price sensitive and BMC should reconsider its pricing policy for this region. Unfortunately that means that just a very limited (small) number of companies can afford it here. It also requires some 2-3 servers per environment, so again this goes in favour of larger organizations.
April 14, 2016

BMC Remedy is the backbone for process maturity and capability.

MA
Mark Arbuthnot
Sr. Infrastructure Specialist
Aetna (Machinery, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
The Remedy ITSM Suite is a very mature, capable, scalable and customizable tool that can be readily adapted to suit just about any organization's needs. It does take a certain level of ITSM process maturity to implement because it is closely aligned with ITIL. Smaller organizations that are experiencing rapid growth may find that they are constantly having to change some of the foundational data just because they are changing so frequently. If you can get ahead of that, however, the Remedy ITSM Suite will help you to stabilize your IT processes and you will become a better business partner as a result.
April 13, 2016

Not Perfect but the Most Complete Solution

Verified User
Former Employee in Engineering
Information Technology and Services Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
BMC Remedy ITSM is well suited to medium to large companies but may be overkill for a small company with little process required. It is well suited for a company that has good process or wants to grow in to processes by turning on features over time. I've worked with many companies that began with using just Incident Management then grew in to Service Level Management, Service Request Management, Change Management, Asset Management and Knowledge Management over time. The commonality of how you configure or add capabilities makes it easy to 'grow as you go' by turning on features. If a customer needs something extra or different, it is pretty straightforward to add fields or functions or even add new forms altogether.
April 13, 2016

The "Remedy" for your ITIL based solution

Shayne Froelich | TrustRadius Reviewer
Shayne Froelich
Analyst
Manitoba Public Insurance (Insurance, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Remedy ITSM is well suited in any business that is trying to help manage their ITIL processes (even if they don't know or have ever heard of ITIL). The power of being able to control and monitor your entire change process also helps to guide a company in proper change management practices.
September 25, 2015

BMC Remedy is the One-Stop shop solution for your customer service needs!

Jonedwin Jeffries | TrustRadius Reviewer
Jonedwin Jeffries
HBSS Administrator
Command Post Technologies (Defense & Space, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think BMC Remedy IT Service Management Suite is well suited for large corporations who support a large volume of people. How many people does your company support? That is what I would ask during the selection process.
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