What is BMC Helix ITSM?
BMC Helix ITSM is industry-leading service management that uses cognitive automation technologies to transform best-practice ITSM principles you’ve come to appreciate from Remedy, delivered on your choice of cloud.
Company Details
Need Assistance?
We're here to help you with understanding our reports and the data inside to help you make decisions.
Get AssistanceBMC Helix ITSM Ratings
Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
to access more information on BMC Helix ITSM.
78 Likeliness to Recommend
2
Since last award
90 Plan to Renew
5
Since last award
72 Satisfaction of Cost Relative to Value
1
Since last award
Emotional Footprint Overview
+53 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love BMC Helix ITSM?
Pros
- Fair
- Trustworthy
- Performance Enhancing
- Efficient Service
Cons
- Commodity Features
- Under Delivered
- Vendor's Interest First
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Service Catalog
Technician Administration
Multi-Site Functionality
Systems Management Integration
Business Application Integration
End User Support Solutions
Reporting
Multi Device Capability
End User Self Serve
Integrated Knowledge Management
Integration With IT Tools
Vendor Capability Ratings
Ease of IT Administration
Business Value Created
Breadth of Features
Usability and Intuitiveness
Availability and Quality of Training
Quality of Features
Ease of Implementation
Ease of Data Integration
Product Strategy and Rate of Improvement
Vendor Support
Ease of Customization
BMC Helix ITSM Reviews
ABDULMOID M.
- Role: Consultant
- Industry: Consulting
- Involvement: Business Leader or Manager
Submitted Nov 2023
"Easy to use, but a bit pricey.
Likeliness to Recommend
What differentiates BMC Helix ITSM from other similar products?
Integration with different applications
What is your favorite aspect of this product?
Good Utilization of ITSM
What do you dislike most about this product?
DId not see anything which can dislike the product
What recommendations would you give to someone considering this product?
Better tool but bit cost effective
Pros
- Trustworthy
- Fair
- Altruistic
- Client's Interest First
Ariel M.
- Role: Consultant
- Industry: Government
- Involvement: IT Development, Integration, and Administration
Submitted Nov 2023
Innovative.Easy to configure.Great user experience
Likeliness to Recommend
What differentiates BMC Helix ITSM from other similar products?
BMC Helix ITSM offers unique and powerful features that power service offering and request management.
What is your favorite aspect of this product?
Innovative approach to designing the business workflows.
What do you dislike most about this product?
I don't have any strong dislikes about this product.
What recommendations would you give to someone considering this product?
Don't be afraid to use it even if your organization hasn't embraced mature ITIL processes. BMC Helix ITSM is good for every level of maturity. Your organization will grow with the tool.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
ANUJ A.
- Role: Consultant
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Nov 2023
Practical and easy to use
Likeliness to Recommend
What differentiates BMC Helix ITSM from other similar products?
The enterprise-wide acceptance along with built-in capabilities really make it stand apart from other similar tools. It also has very detailed documentation available for implementation,
What is your favorite aspect of this product?
I have been using this tool for a long time with my current Org & previous employers. It easily fetches the information you seek. Great tool for Incident management, Changes, Problem management, and requests. A solid CMDB tool I could work with.
What do you dislike most about this product?
I think the search needs to be further improved and it also gets slow after a certain period unless you archive the data. Although you could manage this via setting up automated jobs they have to be developed explicitly; I would love to see something that is already built in.
What recommendations would you give to someone considering this product?
I would say it's really a great tool and they will see the return on investment in a couple of years only. Fantastic tool to go with for any organization.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing