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BMC Helix ITSM

4.1
(114)

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IT service and IT asset management software

(3)

BMC Helix ITSM Pricing, Features, Reviews and Alternatives

BMC Helix ITSM FAQs

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

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

These products have better value for money


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

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

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Starting from

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Free plan
Free trial
Pricing range

Starting from

79

/user

Per month

Free plan
Free trial
Pricing range
Ease of use
Value for money
Customer support
Ease of use
Value for money
Customer support
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BMC Helix ITSM pricing information

Value for money

3.9

/5

114

Starting from

ic-pricetag

No pricing info

Pricing options

Free plan
Subscription
Free trial
Pricing range

BMC Helix ITSM features

Functionality

4.0

/5

114

Total features

3

3 categories

Most valued features by users

Change Management
Incident Management
Problem Management

BMC Helix ITSM users reviews

Overall Rating

4.1

/5

114

Positive reviews

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7.42/10
Rating distribution

5

4

3

2

1

39

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

Information Technology and Services, 10,001+ employees

Used daily for 2+ years

Review source

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

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Great Tool

Reviewed 5 years ago
Pros

This tool is very helpful in managing alerts & can be nicely sync with monitoring tools.

Cons

I never faced any issues & used this in my previous organization too.

BJ
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Bala Jyothi R.

Telecommunications, 10,001+ employees

Used daily for 2+ years

Review source

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

Share this review:

Best tool for Resolving Dockets - Customer support

Reviewed 5 years ago

We are using Remedy on a daily basis to resolve customer tickets...very easy to keep track of the issues, customer can revert back as well , so that we can provide optimum solution to the issues raised through remedy dockets..

Pros

It is very helpful for resolving the dockets, almost all the attributes are self explanatory, easy to use, what i like the most is reports are generated with all the details like when the docket is raised, when it is resolved, average time duration, and also we can customize the reports...It makes life easy

Cons

So far everything is useful and good about Remedy

MK
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Martin K.

Information Technology and Services, 201-500 employees

Used daily for 2+ years

Review source

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

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Enterprise ITSM solution

Reviewed 4 years ago

Remedy is an enterprise solution that scales with the size of the company. It offers a lot of options to comply to the services and processes within the company. BMC was many years the market leader regarding ITSM. However they are by passed by there competitors. Due to this BMC is moving to their new Helix platform. That is future ready and offers a modern look and feel.

Pros

The scalability and options available that the application offers.

Cons

Too many screens/pop-ups that a user needs to work through before they can work with the application and put in their comments and remarks.

AR
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Verified reviewer

Human Resources,

Used daily for 2+ years

Review source

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

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I missed it, once we migrated to a different system. I still do. Great software!

Reviewed 6 years ago

Work satisfaction and quality in performing daily tasks.

Pros

It was bulletproof. Rarely overloaded. Always running smoothly. Remedy is for people who value professional work. It's almost impossible to make mistakes when routing. Data extraction is also possible and is actually pretty good, although a bit complex.

Cons

Exchanged with other systems is always flawed for some reason. I worked so far with 3 different systems exchanged with Remedy and the exchange was always problematic.

TF
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Tony F.

Newspapers, 1,001-5,000 employees

Used daily for 2+ years

Review source

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

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Great Tool for Large Datacenter

Reviewed 5 years ago

we use Remedy incident and change management every single day as my team is a the datacenter support staff. It's crucial that we get notified immediately about incoming tickets and can access them quickly. Remedy does this for us and keeps our response time very low!

Pros

easy management for my team's incident ticket queue. can access from anywhere without a client app now

Cons

we frequently need to print incidents and change tickets to get all the info so we can travel to the datacenter and troubleshoot issues

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