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BMC Helix ITSM

IT service and IT asset management software

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BMC Helix ITSM Pricing, Features, Reviews and Alternatives

BMC Helix ITSM product overview

What is BMC Helix ITSM?

BMC Helix ITSM is an IT asset management software that helps businesses manage incidents, create data visualizations, broker releases, and more from within a unified platform. It enables staff members to set up workflow automation to manage the creation, approval, and implementation of multiple change requests.

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

Email/Help Desk

BMC Helix ITSM pricing information

Value for money

3.9

/5

112

Starting from

ic-pricetag

No pricing info

Pricing options

Free plan
Subscription
Free trial
Pricing range

BMC Helix ITSM features

Functionality

4.0

/5

112

Total features

3

3 categories

Most valued features by users

Incident Management
Change Management
Problem Management

BMC Helix ITSM users reviews

Overall Rating

4.1

/5

112

Positive reviews

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7.41/10
Rating distribution

5

4

3

2

1

37

53

17

4

1

Pros
I have worked on Remedy ITSM and found it robust and secure which can offer huge benefits to organisation investing in this solution either for their own use internally or when serving other clients.

EL

Eva L.

Once installed/upgraded it is super easy to develop, manage and it is very easy to have to tool fit your processes.

MJ

Marie J.

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.
AvatarImg

Jorge G.

Cons
It has many errors, from the need to be used via the web, such as problems in scripting, execution and timeout. Serious problems that make the tool a bad work mechanism.

FP

Felipe P.

There are a few fields mandatory that for some users are annoying since there is no like an option for a quick ticket to report a particular emergency that wants our support ride away.

AR

Anonymous Reviewer

Support by BMC is generally poor. Very difficult to get people who understand what the problem is and even more difficult to find the ones able to resolve it.

DS

Damir S.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Former RAC and BMC Accredited Administrator AR System

Reviewed 4 years ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Set the record straight!

Reviewed a year ago

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....

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!

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend4/10

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Remedy Review

Reviewed 3 years ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend2/10

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After 5+ years i still dont like it

Reviewed 2 years ago

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...

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Complete Helpdesk and IT service management solution

Reviewed 4 years ago

It is a single repository/database for incidents, assets, change requests and knowledge You can easily track old tickets as well as you can figure out the approval chain, pending tickets and followup on tasks done and has to be done.

Pros

We upgraded to cloud based Remedy system which saved us the hassle of supporting the solaris server. Web-based and integrated with SSO solution The software is highly customizable. BMC's customer support are very responsive. All branches of IT department use it for incident management, change management, asset management and knowledge management. The approval workflows are easy to set and update.

Cons

customization of the application was a very long process specially if you need to use the most of it. But once it is running, it is worth the pain.

BMC Helix ITSM FAQs and common questions

Q. What type of pricing plans does BMC Helix ITSM offer?

BMC Helix ITSM has the following pricing plans:
Free Trial: Available


Q. Who are the typical users of BMC Helix ITSM?

BMC Helix ITSM has the following typical customers:
Freelancers, Large Enterprises, Mid Size Business, Non Profit, Small Business


Q. What languages does BMC Helix ITSM support?

BMC Helix ITSM supports the following languages:
English


Q. Does BMC Helix ITSM offer an API?

No, BMC Helix ITSM does not have an API available.


Q. What other apps does BMC Helix ITSM integrate with?

BMC Helix ITSM integrates with the following applications:
Yurbi


Q. What level of support does BMC Helix ITSM offer?

BMC Helix ITSM offers the following support options:
Email/Help Desk

Common BMC Helix ITSM comparisons

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