Product satisfaction by identifying some areas of opportunity for continuous improvement
February 11, 2026

Product satisfaction by identifying some areas of opportunity for continuous improvement

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

Overall Satisfaction with BMC Helix ITSM

I have multiple operational processes are enabled in the various BMC Helix ITSM modules for managing changes, problems, incidents, assets, etc.

Pros

  • Incident and problem management
  • Request management
  • Knowledge management

Cons

  • Greater compatibility in connection with subsystems
  • Flexibility in makeup applications with Innovation Suite
  • Maintain and facilitate installable clients for iOS and Android devices
  • Operational stability
  • Asset management for network operation and maintenance
  • Handling alarm tickets for service monitoring
I think BMC Helix ITSM is a ten due to how it is stable, scalable, cost-effective, and an easy-to-use suite

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, I think that BMC Helix ITSM handles change, incident, and problem management is more suitably.
Release, deployment, and contract management is less suitable.

BMC Helix ITSM Feature Ratings

Incident and problem management
9.0
Organize and prioritize service tickets
9
Expert directory
8
Service restoration
9
Self-service tools
8
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
9
ITSM asset management
9.0
Configuration mangement
9
Asset management dashboard
9
Policy and contract enforcement
9
Change management
9.7
Change requests repository
10
Change calendar
9
Service-level management
10

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