One of the best Service Management tools
September 10, 2025

One of the best Service Management tools

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

Overall Satisfaction with BMC Helix ITSM

We are using Helix ITSM for managing ITIL related processes helping us to increase productivity.

Pros

  • Reporting
  • Incident management
  • Change Management

Cons

  • Capability to automate tasks which are part of a crq, something similar to SNOW
  • Ability to make API calls for Zero Touch Operations
We are using Helix ITSM to manage Service Level agreement and it does the job at best, at the same time, the new dashboards will really help to get a holistic view of organisation.

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?

I wasn't involved with the selection/purchase process

Did implementation of BMC Helix ITSM go as expected?

I wasn't involved with the implementation phase

Would you buy BMC Helix ITSM again?

Yes

Helix ITSM helps manage the Service management processes effectively however, it should work on features which help business achieve the automation goals.

BMC Helix ITSM Feature Ratings

Incident and problem management
7.7
Organize and prioritize service tickets
9
Service restoration
5
Subscription-based notifications
Not Rated
ITSM reports and dashboards
9
ITSM asset management
8.0
Asset management dashboard
8
Change management
9.5
Change requests repository
9
Service-level management
10

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