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BMC Helix ITSM Logo
BMC Helix ITSM Logo
BMC

BMC Helix ITSM

Composite Score
6.8 /10
CX Score
6.6 /10
Category
BMC Helix ITSM
6.8 /10

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


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Awards & Recognition

BMC Helix ITSM won the following awards in the IT Service Management - Enterprise category

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BMC 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.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

79 Likeliness to Recommend

Up 1
Since last award

89 Plan to Renew

72 Satisfaction of Cost Relative to Value


Emotional Footprint Overview

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Emotional Footprint Overview

Product Experience:
53%
Negotiation and Contract:
42%
Conflict Resolution:
55%
Strategy & Innovation:
57%
Service Experience:
58%

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+54 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?

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17% Negative
14% Neutral
69% Positive

Pros

  • Fair
  • Trustworthy
  • Performance Enhancing
  • Efficient Service

Cons

  • Commodity Features
  • Vendor's Interest First
  • Under Delivered

Feature Ratings

Average 78

Service Catalog

85

Technician Administration

80

Multi-Site Functionality

79

Business Application Integration

78

Reporting

78

Systems Management Integration

77

End User Support Solutions

76

Multi Device Capability

75

End User Self Serve

75

Integrated Knowledge Management

72

Integration With IT Tools

71

Vendor Capability Ratings

Average 74

Ease of IT Administration

78

Breadth of Features

77

Business Value Created

76

Usability and Intuitiveness

75

Ease of Data Integration

74

Ease of Implementation

74

Availability and Quality of Training

74

Quality of Features

74

Vendor Support

73

Product Strategy and Rate of Improvement

72

Ease of Customization

67

BMC Helix ITSM Reviews

Sheraz A.

  • Role: C-Level
  • Industry: Consulting
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Nov 2023

I really like the ITIL intergration/alignment.

Likeliness to Recommend

9 /10

What differentiates BMC Helix ITSM from other similar products?

Ease of use and clarity. Aligen to ITIL standards

What is your favorite aspect of this product?

Service call management

What do you dislike most about this product?

Little complicated.

What recommendations would you give to someone considering this product?

Test before investing.

Pros

  • Helps Innovate
  • Reliable
  • Trustworthy
  • Efficient Service

Ankit G.

  • Role: Finance
  • Industry: Consulting
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Nov 2023

Best ITSM tool that works on ITIL framework

Likeliness to Recommend

8 /10

What differentiates BMC Helix ITSM from other similar products?

Configurable interface and layout customizations, Provide a systematic hierarchy to follow up the incidence. We can find all incidents and change requests at one location.

What is your favorite aspect of this product?

I love so much the mobile features, the new consoles

What do you dislike most about this product?

Sometimes Remedy could be very laggy, but it depends on the server configuration and network infrastructure.

What recommendations would you give to someone considering this product?

I definitely recommend this tool if you are looking for a very customizable and user-friendly ITIL framework tool.

Pros

  • Performance Enhancing
  • Efficient Service
  • Fair
  • Transparent
  • Role: Information Technology
  • Industry: Utilities
  • Involvement: IT Leader or Manager
Validated Review
Anonymous Reviewer

Submitted Oct 2023

It's a game-changer!

Likeliness to Recommend

8 /10

Pros

  • Reliable
  • Caring
  • Trustworthy
  • Effective Service

Cons

  • Commodity Features
  • Less Inspiring
  • Vendor's Interest First

Most Popular BMC Helix ITSM Comparisons

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