BMC Helix - AI-Ops ready enterprise solution
August 29, 2025

BMC Helix - AI-Ops ready enterprise solution

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Helix ITSM

I use as one of the prospects for proposing to client who are looking for ITSM and Observability solutions. BMC helix ITSM solves the new gen business problem as it is AI-Ops enabled and lot of GenAI capabilities are pre-loaded which are quite useful for businesses. Our scope would be mainly towards ITSM covering IM, SRM, CM, PM, KM etc.

Pros

  • AI-Ops capabilities
  • CMDB dependency mapping
  • Integration capabilities

Cons

  • Admin configurations
  • Ease in integration configurations
  • Multitenancy
  • Higher licensing cost
  • More implementation time
  • Feature loaded
  • Enterprise ready
I gave this rating based upon my experience till date with BMC Helix ITSM. It is enterprise ready with most of the features covering standard as well as advanced features. It is bundled with GenAI capabilities too. However, the only drawback which I felt is it's tough to configure and need more implementation time too.
BMC helix ITSM has edge over ManageEngine and SymphonyAI in terms of:
Features
GenAI capabilities
Integration connectors
BI analytics
However, it comes with higher cost so if client is cost sensitive and can manage with standard feature, we opt out BMC helix.
On the other hand, BMC helix lacks behind ServiceNow in terms of market presence, AI enabled workflow model, integration approach etc.
We selected BMC Helix ITSM based upon client to client. BMC helix ITSM is too good when incorporated with their own helix ITOM and observability solution.

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?

No

Did implementation of BMC Helix ITSM go as expected?

No

Would you buy BMC Helix ITSM again?

Yes

I would recommend BMC helix 9 out of 10 times as it has very strong presence in the market and very strong on its capabilities. BMC Helix ITSM has very elaborative CMDB and précised CMDB dependency mapping which is good for setting up IT process as CMDB act as single source of truth. The only challenge we face with BMC Helix is you need to have 2-3 engineers for configuring it as it requires in depth knowledge of tool.

BMC Helix ITSM Feature Ratings

Incident and problem management
9.4
Organize and prioritize service tickets
10
Expert directory
10
Service restoration
10
Self-service tools
10
Subscription-based notifications
8
ITSM collaboration and documentation
9
ITSM reports and dashboards
9
ITSM asset management
8.7
Configuration mangement
8
Asset management dashboard
9
Policy and contract enforcement
9
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

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