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.

Who Uses BMC Helix ITSM?

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Reviews of BMC Helix ITSM

Average score

Overall
4.1
Ease of Use
3.7
Customer Service
3.9
Features
4.0
Value for Money
3.9

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Antonio
Antonio
ITSM Specialist in Venezuela
Verified LinkedIn User
, 11-50 Employees
Used the Software for: 2+ years
Reviewer Source

Former RAC and BMC Accredited Administrator AR System

5.0 5 years ago

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.

Marie
Services Architect in US
Utilities, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Set the record straight!

4.0 2 years ago

Comments: Once installed/upgraded it is super easy to develop, manage and it is very easy to have to tool fit your processes. The automation and ability for it to assign, push workflow to other systems and automatically close is awesome. The intelligent integration for event management (off the shelf and event management system that can consume WSDLs or REST, can take advantage of this two-way BSR utility; it’s a game changer!

Pros:

I’m not sure where this site is getting it’s information but it is wrong. BMC Software ITSM has mobile solutions built in for any html5 device and apps that can be downloaded from the Google or Apple store and connected to any instance. This system is incredibly robust to the extent that if you do not have mature processes and you do not manage IT well this system will become your mortal enemy. It does have a configuration database (CMDB) and it was the absolute first ITSM system to have one and it has many patents; so I have no clue why this site is saying it doesn’t exist. It is the only one that has a definitive catalog, normalization tool, reconciliation, transformation, mapping, auditing, drift management, outage management, impact analysis, and integration all built into the CMDB. The validation is the best. When combined with the Asset management system which adds on the procurement, ASL, receiving and well all the pre and post deployment activities it can manage the entire lifecycle. But it doesn’t stop there! You have cost and finance management, contracts, licensing, warranties, leases, people and group associations, underpinning agreements, and everything you can think of they’ve already built it! Not to mention that all of this isn’t just flat text, you actually get visual maps of the infrastructure and all the relationships, models and services. And it doesn’t stop there you can even view this through digital Workplace on actual maps.

Cons:

Upgrades and installs are the absolute worst! You cannot just go download the package and run setup. There’s literally 50 installs you need to perform plus a checksum between each and everything has to be installed in a specific order and BMC Software doesn’t make it easy on the customers to comprehend this because every tool has a separate website in their DOCs and it’s up to you to understand what needs to come before and after. I suspect they’re making it difficult because they want to sell subscriptions to their SaaS. Additionally, BMC Software ignores their onPrem customers, whom by the way made this company who they are today and they chose to release everything formSaaS and not pay attention to their onPrem customers!

Verified Reviewer
Software Developer Intern in US
Verified LinkedIn User
Consumer Goods, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Remedy Review

3.0 4 years ago

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.

Pankaj
NOC in US
Information Technology & Services, 1,001-5,000 Employees
Used the Software for: 1+ year
Reviewer Source

BMC Helix ITSM, One of the best tools for Ticket Management.

5.0 3 months ago

Comments: In my point of view, BMC Helix ITSM is an exceptionally useful for managing our ticketing tasks.

Pros:

It is very convenient in managing the day-to-day ticketing queue and prioritizing the high important cases though it.We can see all the updated and logs very smoothly and can pull reports of the data.

Cons:

It can be more automated like SNOW. sending updates and adding into it is still a bit manual.

Emir
Emir
Expert associate in Bosnia
Verified LinkedIn User
Telecommunications, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

After 5+ years i still dont like it

4.0 2 years ago

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.