BMC Helix ITSM

What Is BMC Helix ITSM?

BMC Helix IT Service Management revolutionizes enterprise service management. Delivered on-premises or in the cloud, Helix ITSM is a configurable and extensible platform radically redesigned to meet the needs of any transformative IT organization. Easier to use, faster to deploy, and packed with the latest innovations in service management, Helix IT Service Management is the most complete and capable IT service management for your enterprise.

BMC Helix ITSM Details

BMC

http://www.bmc.com/it-solutions/remedy-itsm.html

Support

  • Business Hours
  • Online

Deployment

  • Cloud, SaaS, Web

Training

  • Webinars
  • Documentation
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BMC Helix ITSM pricing overview

BMC Helix ITSM does not have a free version but does offer a free trial.


Free Version

No

Free Trial

Yes

BMC Helix ITSM Features

Vendor has not completed this information.

View full list of IT Service Software

  • Asset Tracking
  • Availability Management
  • Change Management
  • Configuration Management
  • Contract/License Management
  • Incident Management
  • Problem Management
  • Project Management
  • Release & Deployment Management
  • Self Service Portal

View full list of ITSM Software

BMC Helix ITSM Alternatives

More BMC Helix ITSM alternatives

BMC Helix ITSM Reviews

Showing 5 of 107 reviews

Overall
4.1/5
Ease of Use
3.8/5
Customer Service
4/5
Features
3.9/5
Value for Money
4/5
Antonio A.
ITSM Specialist
11-50 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    4/5
  • Features & Functionality
    4/5
  • Customer Support
    4/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 06/03/2018

"Former RAC and BMC Accredited Administrator AR System"

Comments: Using the BMC ITSM you can consolidate in a Suite the major task of the ITSM support staff based on ITIL best practices.

Pros: The Remedy ITSM Suites cover the main processs of the ITSM aligned to ITIL best practices. All the Application are integrated as part of the ITSM Suite in order to manage the different scenarios that normally needs to be handled by the support staff. Using the AR System Server as base the ITSM applications can be customized in order to give to the organizations complete and achieve thier functionality requierements. The license model of floating write licenses, lets the organization to share licenses pool.

Cons: BMC Remedy ITSM was born as an On premise solution, the cloud option is in the process to be a mature option. In Remedy you could achieve many thing but you need a lot experience with the product to complete it.

  • Reviewer Source 
  • Reviewed on 06/03/2018
Emir O.
Expert associate
Telecommunications, 1,001-5,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    4/5
  • Ease of Use
    4/5
  • Features & Functionality
    3/5
  • Customer Support
    3/5
  • Value for Money
    3/5
  • Likelihood to Recommend
    2/10
  • Reviewer Source 
  • Reviewed on 19/09/2020

"After 5+ years i still dont like it"

Comments: Neutral, it works stable when you give the system enormous resources. System is quite complicated from licencing perspective, user handling, reporting, creating autoassigments, maintaing knowledgebase, problem management handling etc.
Actualy when you try alternatives you figure out that system is not that bad. But in 2020 it looks like it's from last decade from perspective of resources, flexibilty and integration posibilites.
Support forum is the worst. You are basicly on your own. When you implement any kind of improvement you often create 3-4 problems that you have to solve. Mobile aplication exist only on paper. It is abandoned by vendor i thing from version 1.
Last updates still have part of system based on Adoble Flash so beware of Decembar 2020 when Microsoft, Mozilla drop support.
After 5 years of using i'm still puzzled by database structure that creates so many problem for integration with 3rd party reporting systems.
Smart Reporting and Birt reporting are basicly the worst reporting system ever. Slow, unresponsive, require enormous resources just to run basic reports.
Personaly i would never choose it as solutin if you have any requirement for custimization. To expensive, to complicated.

Pros: Robust, ITSM compliant, fairly great integration posibilites

Cons: Where do i begin?
Database structure is nightmare for maintating, creating reports and to actually understad inner workings of system.
Reporting sofware lacks some basic stuff.
Upgrading production system is a 14 days nightmare.
Some basic stuff like creating user level reports based on who did what in which time are imposible.
It has almost no room for adjusting, user interface is upgraded from version 7.5, 8.1 until version 9.1 but is substandard compared with cloud based solution.

  • Reviewer Source 
  • Reviewed on 19/09/2020
Verified Reviewer
Software Developer Intern
Consumer Goods, 10,000+ Employees
Used the Software for: 2+ years
  • Overall Rating
    3/5
  • Ease of Use
    4/5
  • Features & Functionality
    3/5
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    4/10
  • Reviewer Source 
  • Reviewed on 03/07/2019

"Remedy Review"

Comments: Overall, I wouldn't recommend Remedy for IT Service Management. I believe there are better solutions available that are user friendly while also being visually appealing.

Pros: This software has a very simple layout that makes tracking information down an easy task. The filtering within the application is great and allows for extremely specified results. I like the priority emails that are given based on open tickets. This process allows teams to stay on track to complete requirements and continuously close open tickets.

Cons: I don't enjoy how the UI visually looks. The application has a very outdated look that doesn't appeal to you visually. I have found difficulty when trying to close Incidents because of status issues. This has been my biggest issue because Remedy will want me to enter twenty different status boxes in order to close a ticket or I will receive multiple errors.

  • Reviewer Source 
  • Reviewed on 03/07/2019
Jacqua C.
Manager Tech Support
Banking, 10,000+ Employees
Used the Software for: 2+ years
  • Overall Rating
    4/5
  • Ease of Use
    4/5
  • Features & Functionality
    4/5
  • Customer Support
    Unrated
  • Value for Money
    4/5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 26/11/2019

"Overall Adequate Functionality"

Comments: Remedy enables our organization to track incidents and change requests in a single system of record.

Pros: I like that change requests can be linked to incidents and tasks. This is very helpful when quantifying impact.

Cons: Reporting is quite difficult, at least in our organization. Also extracting data is not easy and adding additional fields to assist with data analysis of incidents does not appear to be easy to accomodate.

  • Reviewer Source 
  • Reviewed on 26/11/2019
Jorge G.
Customer Support Engineer at Cisco TAC
Outsourcing/Offshoring, 1,001-5,000 Employees
Used the Software for: 1+ year
  • Overall Rating
    4/5
  • Ease of Use
    3/5
  • Features & Functionality
    4/5
  • Customer Support
    3/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 20/02/2019

"Great ITSM Tool!"

Comments: Remedy ITSM has been great to implement our Service Desk Service from Scratch.
With it we can keep track of the ticket´s progress, and improve our Support Platform 100%.

Pros: Remedy ITSM is great for Service Desk administration due to it´s great flexibility and customization.
It has everything you need to fine tune your Support Service, and keep track of the process with all the Reports functions it offers.
It being design for Backlog Management, Problem, Knowledge, Incident and Request Managing with a very reliable platform and server

Cons: At this point, Remedy ITSM could feel outdated along the amount of others ITSM options out there.
It´s not very easy to use therefore it needs a Learning curve.
When the ammount of tickets on the database gets huge, it could be somewhat slow to pull out old tickets and to process some reports.

  • Reviewer Source 
  • Reviewed on 20/02/2019