BMC Helix ITSM Product Review
February 02, 2026

BMC Helix ITSM Product Review

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

Overall Satisfaction with BMC Helix ITSM

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
  • 35% reduction in incident resolution time
  • Improved SLA compliance (from 78% to 95%)
I gave BMC Helix ITSM this usability rating because, in our experience, BMC Helix ITSM Improved SLA (service level agreement) compliance (from 78% to 95%)
ITIL-aligned processes
Strong automation and workflow engine

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

If asked about BMC Helix ITSM, I think I am likely to tell a colleague that, in my experience, inconsistent change process

BMC Helix ITSM Feature Ratings

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

Comments

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