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> Reviews of BMC Helix ITSM. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if BMC Helix ITSM is a good fit for you!

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BMC Helix ITSM Reviews

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# BMC Helix ITSM Reviews

## Reviews Summary

## Overall Rating

4.1

* * *

## Ratings Breakdown

5

(40)

4

(53)

3

(17)

2

(4)

1

(1)

## Secondary Ratings

Ease-of-use

3.7

Customer Support

3.9

Value for money

3.9

Functionality

4

* * *

### Pros

"It is very convenient in managing the day-to-day ticketing queue and prioritizing the high important cases though it."

"Belonging to a huge brand which is number 1 in OSS area in telecommunications, it is pricy; but provides good support for enterprise solutions."

"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!"

### Cons

"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. "

"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."

"Very hard to build RPA automations around."

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BMC Helix ITSM Reviews, Pros and Cons - 2026 Software Advice