Honest Review of BMC Helix ITSM
October 15, 2025

Honest Review of BMC Helix ITSM

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Helix ITSM

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.
  • 100% Positive ROI.
  • Intelligent automation and orchestration.

Do you think BMC Helix ITSM delivers good value for the price?

Yes

Are you happy with BMC Helix ITSM's feature set?

Yes

Did BMC Helix ITSM live up to sales and marketing promises?

Yes

Did implementation of BMC Helix ITSM go as expected?

Yes

Would you buy BMC Helix ITSM again?

Yes

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.

BMC Helix ITSM Feature Ratings

Incident and problem management
9.4
Organize and prioritize service tickets
9
Expert directory
10
Service restoration
10
Self-service tools
9
Subscription-based notifications
9
ITSM collaboration and documentation
9
ITSM reports and dashboards
10
ITSM asset management
10.0
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
10
Change management
9.7
Change requests repository
10
Change calendar
9
Service-level management
10

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