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BMC Helix ITSM Logo
BMC Helix ITSM Logo
BMC Software

BMC Helix ITSM

6.7 /10
Category
BMC Helix ITSM
6.7 /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.

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


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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?

17% Negative
15% Neutral
68% Positive

Pros

  • Fair
  • Trustworthy
  • Performance Enhancing
  • Efficient Service

Cons

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

Feature Ratings

Average 76

Service Catalog

85

Technician Administration

80

Multi-Site Functionality

78

Systems Management Integration

77

Business Application Integration

77

End User Support Solutions

76

Reporting

76

Multi Device Capability

75

End User Self Serve

73

Integrated Knowledge Management

70

Integration With IT Tools

69

Vendor Capability Ratings

Average 73

Ease of IT Administration

77

Business Value Created

77

Breadth of Features

76

Usability and Intuitiveness

75

Availability and Quality of Training

74

Quality of Features

74

Ease of Implementation

73

Ease of Data Integration

73

Product Strategy and Rate of Improvement

72

Vendor Support

72

Ease of Customization

65

BMC Helix ITSM Reviews

Saurabh J.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Jun 2021

Fantastic product, ease to use.

Likeliness to Recommend

10 /10

What differentiates BMC Helix ITSM from other similar products?

Features, innovations, AI and Machine Learning, Cognitive and reliable support

What is your favorite aspect of this product?

It's a cloud based product, so high availability of the environment which attracts major chunks of clients to implement this tool.

What do you dislike most about this product?

Nothing as of now.

What recommendations would you give to someone considering this product?

Highly reliable, efficient to use, not so costly, and you may get discounts if you use multiple softwares and training from BMC.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing
  • Role: Information Technology
  • Industry: Not for Profit
  • Involvement: End User of Application
Validated Review
Anonymous Reviewer

Submitted Dec 2020

Contender in ITSM

Likeliness to Recommend

7 /10

Pros

  • Saves Time
  • Includes Product Enhancements
  • Helps Innovate
  • Continually Improving Product

Travis B.

  • Role: Information Technology
  • Industry: Government
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Nov 2020

The ITSM for beginners

Likeliness to Recommend

7 /10

What differentiates BMC Helix ITSM from other similar products?

Ease of use for end users that do not have an IT Background.

What is your favorite aspect of this product?

The ease of use, and functionality of the product.

What do you dislike most about this product?

the cost, and limitations of intergrations

What recommendations would you give to someone considering this product?

look at customer size first. This is a DOD specific product.

Pros

  • Acts with Integrity
  • Generous Negotitation
  • Over Delivered
  • Transparent

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