BMC Helix ITSM still one of the best
February 11, 2026

BMC Helix ITSM still one of the best

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

Overall Satisfaction with BMC Helix ITSM

We use BMC Helix ITSM for managing incidents, changes, problems and service requests. We have service targets for incidents but not for service requests. All modules are consuming data from CMDB and we also have a major incident management module. We have integrations with Active Directory, asset discovery, remote access control, monitoring events, security events and HR platform.

Pros

  • Customizable around process.
  • Integration capabilities.
  • Usage of AI.
  • Reporting.

Cons

  • Reduce the number of defects.
  • Remove legacy technology.
  • Easier process for activating new features.
  • Reduced cost through automation.
  • Improved efficiency through integrations.
  • Speed up resolution through ticket auto-routing detection.

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

BMC Helix ITSM it is all round platform for any size enterprise offering every capability you would need with a high level of customization capabilities offering the possibility to align the tool to your processes. The platform leverages AI in multiple places improving the overall experience and efficiency.
Unfortunately some parts of the platform are still running on old technology, holding back the rest of platform from evolving even faster.

BMC Helix ITSM Feature Ratings

Incident and problem management
9.0
Organize and prioritize service tickets
9
Expert directory
10
Service restoration
9
Self-service tools
8
Subscription-based notifications
10
ITSM collaboration and documentation
8
ITSM reports and dashboards
9
ITSM asset management
8.3
Configuration mangement
9
Asset management dashboard
9
Policy and contract enforcement
7
Change management
8.7
Change requests repository
9
Change calendar
9
Service-level management
8

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