Helix ITSM for organizations at scale
March 03, 2026

Helix ITSM for organizations at scale

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

Overall Satisfaction with BMC Helix ITSM

It's our shared IT Service Management platform used across all our markets which works with our Incident, Problem, Change and Asset Management processes and integrates with 30+ internal tools for ticket management. It's a cost effective solution for an organization of our size and provides a mature platform that many of our new comers find familiar and easy to use.

Pros

  • Allows a significant amount of tailoring and customization that can be managed by an inhouse team
  • Great support and service, with the vendor always being easy to engage with
  • Future looking product roadmap which has progressed significantly over the past 5 years

Cons

  • Being a legacy platform and now moving to moder UI and AI, there are some challenges with migration and upgrades sometimes, but it's mostly smoothed out now.
  • Some of the older tools have been decommissioned outright since we're on SaaS, whereas if we were still On Prem it would have been available
  • Some of the new functionalities don't seem to keep the wider userbase in mind
  • Works really well with inter function or inter country operations
  • Easy to understand pricing model, which means a concurrent user pricing model serves well at a lower cost
  • Works well with other tools
Some of our end users find it very complex to use, and our expert users feel it doesn't come with enough advanced features to make their jobs easier. This creates challenges where people tend to use the tool in a mechanical way with the least information being provided on the tool, while expert users tend to gravitate towards additional tools to support their automation, improvements etc

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

It is really good for mature large scale organizations with well established processes to use and manage their IT Service Management. Serves well as the data backbone which can then be consumed by your other services, and also serves really well as a system of record needed to have historical visibility and for compliance reasons.

BMC Helix ITSM Feature Ratings

Incident and problem management
8.3
Organize and prioritize service tickets
9
Expert directory
9
Service restoration
10
Self-service tools
8
Subscription-based notifications
4
ITSM collaboration and documentation
8
ITSM reports and dashboards
10
ITSM asset management
8.0
Configuration mangement
8
Asset management dashboard
8
Change management
8.7
Change requests repository
9
Change calendar
8
Service-level management
9

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