BMC Helix ITSM in banking
February 11, 2026

BMC Helix ITSM in banking

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with BMC Helix ITSM

We use BMC Helix ITSM for incident and work order workflows.

We are working on adding the change management module.
It is used by both the IT and development/technology departments, as well as external departments such as maintenance, human resources, cybersecurity, and other business areas of the company. All the users of the company are end users.

Pros

  • extensive customization
  • multiple modules for various work areas
  • end user interface

Cons

  • Too many customization options make it difficult to manage
  • The administrative interface is outdated, inherited from previous versions of the product
  • The dashboards are not user-friendly and require knowledge of SQL and the tool to build them.
  • Compliance with central bank requirements
  • improved communication between branches and central areas
  • improved incident tracking and auditing
It is very comprehensive and top-of-the-line within its category.
Its modules cover all the needs of our organization and beyond. But being such a large and complex product often makes implementing something new complicated because users want to take full advantage of the customization options.
Invgate is a very intuitive tool for end users and is simple to install and configure, ready to use in no time. We already had BMC Remedy on-premises, so migrating to BMC Helix ITSM made the process of transferring our entire history easier and offered much much more potential for the future, allowing us to explore more modules than we currently use.

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?

No

In our research when selecting which tool to buy, we concluded that both BMC Helix ITSM and Servicenow are the most complete tools on the market. Its potential is enormous and allows customization at very low levels, which often makes maintaining those customizations difficult. We are satisfied with BMC Helix

BMC Helix ITSM Feature Ratings

Incident and problem management
9.0
Organize and prioritize service tickets
10
Expert directory
10
Service restoration
8
Self-service tools
10
Subscription-based notifications
8
ITSM collaboration and documentation
10
ITSM reports and dashboards
7
ITSM asset management
8.0
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
8
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

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