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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 8.2

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 8.5
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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 100)

Go-to ITSM tool for an organization

Rating: 10 out of 10
April 11, 2025
  • Request Logging
  • Communication to service Team
  • Workflow based approval wherever applicable
  • Recording change
Cons
  • Personalization can be taken up to next level
  • Interface can be updgraded
  • Automated approval workflows can be placed
  • Technology can be improved with changing time

Just Honest

Rating: 8 out of 10
December 16, 2024
Vetted Review
Verified User
BMC Helix ITSM
14 years of experience
  • Ticketing (Incients, Changes, Problems, Workorders)
  • Asset Management
  • DWP Catalog flexibility
Cons
  • Smart IT is obsolete.
  • New PWA should be Implemented OOTB for all forms
  • BMC SHould concentrate on Quality through the whole company. In my opinion, this just doesn't exist

My Independent Review

Rating: 8 out of 10
October 17, 2024
  • Seamless interoperability between solutions
  • Easy integration capabilities
  • Allowing infusion of operations into service management providing the service desk real time visibility of a service.
Cons
  • Marketing to outperform competitors like ServiceNow
  • Better mobile experience in specific to Asset Management
  • Channel agnostic approach to be more seamless so customers can use BMC Helix ITSM across channels regardless.

BMC Helix ITSM - Getting Better

Rating: 7 out of 10
October 16, 2024
TP
Vetted Review
Verified User
BMC Helix ITSM
1 year of experience
  • Automating workflows
  • Problem consolidation and management
  • Ease of user access
Cons
  • Confusing menus on administration side
  • Issues with implementation
  • documentation sometimes out of date

BMC Helix ITSM

Rating: 8 out of 10
October 16, 2024
MS
Vetted Review
Verified User
BMC Helix ITSM
5 years of experience
  • Easy and userfriendly Self Service Portal
  • All information is displayed at the right time in the right place
  • BMC Helix ITSM GPT enhances the user experience and helps with efficiency gains
Cons
  • I think the Container Installation is heavy and maintenance intensive
  • In my experience, customisation is really difficult and complex
  • I think the Architecture of the tool is complex (Many redundant functionalities)
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