BMC Helix ITSM 2026: Benefits, Features & Pricing

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Overview
Screenshots
Pricing and Plans
Features
Integrations
User Reviews
Popular Comparisons

Overview

BMC Helix ITSM

4.1

(115)

Pricing

Pricing available upon request

About BMC Helix ITSM

BMC Helix ITSM is a cloud-based digital service management solution that combines a service desk manager, a change manager, a service delivery manager and an IT director into one suite. It is also available for on-premise deployment.

The solution provides reporting features that enable users to create custom reports and convert them into dashboards. It offers incident and problem management, which can detect recurring incidents. Its self-service application is connected with social media and provides virtual and live chat help for resolving customer queries.

BMC Helix ITSM keeps track of changes in IT configuration and identifies change collision in advance. Through its asset management capabilities, the solution can manage the lifecycle of IT assets from procurement to end-of-life.

BMC Helix ITSM enables users to define a service catalog for both internal and external customers. Its admin panel facilitates management of servers, email integrations, applications and security preferences.

Support is available via phone and email.

BMC Helix ITSM Screenshots

BMC Helix ITSM Pricing and Plans

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BMC Helix ITSM Features

Popular features found in ITSM
Access Controls/Permissions
Activity Tracking
Alerts/Escalation
Alerts/Notifications
Configuration Management
Contract/License Management
Knowledge Base Management
Release Management
Service Catalog
Service Level Agreement (SLA) Management
Support Ticket Management
More features of BMC Helix ITSM
Activity Dashboard
API
Approval Process Control
Asset Tracking
Change Management
Dashboard
Data Visualization
Generative AI
Help Desk Management
Incident Management
Problem Management
Reporting & Statistics
Support Ticket Tracking

BMC Helix ITSM Integrations

Yurbi

BMC Helix ITSM User Reviews

Overall Rating

4.1

Ratings Breakdown

35%

46%

15%

Secondary Ratings

Ease of Use

3.7

Value for money

3.9

Customer support

3.9

Functionality

4.0

Prachi K.

Verified reviewer

Information Technology and Services

10000+ employees

Used daily for more than 2 years

Review source

Reviewed February 2020

Essential and User Friendly Tool used for ticketing purpose

Best Ticketing tool for business purpose. Gives us wide range of options to customize from. breadth of services. Easily understandable Can generate reports according to requirement Able to link tickets to one another easily

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Able to create. update, resolve tickets easily Able to calculate SLA. Good process work flow Able to link Incidents to problem and change requests

Cons:

Too many fields are needed to be filled up for raising a ticket, thus its a bit time consuming for us.

Verified

Reviewer

Information Technology and Services

10000+ employees

Used daily for more than 2 years

Review source

Reviewed August 2022

Good Ticket management tool

Ratings Breakdown

Ease of use

Functionality

Pros:

The software has auto refresh feature where the view is automatically refreshed with new tickets. The reporting feature is cool. We can do reports to identify and handle tickets per teams which is very useful for Project management.

Cons:

Could have more appealing UI and customization feature that can help different teams to manage the LOVs as needed

Verified

Reviewer

Telecommunications

201-500 employees

Used daily for less than 12 months

Review source

Reviewed March 2019

Great IT Support Tracker

We are using this tool to manage all report for each user that is requesting assistance from IT support by creating a ticket. They are are to copy all relevant information about the issue that users is experiencing with the device and any of the peers from IT support can go directly to the users that is facing the problem and provide the correct support. We already know what we need to have in order to solved users issue since there is an initial description for that. We can also track who has resolved previous ticket and easily provide report and have a history for each of electronic product we internally provide support on the company.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

► We can easily track all tickets resolved. Also, track any particular behavior in case we face any bug or virus on multiple users reporting the same issue. ► Easy categorization for tickets.

Cons:

► GUI looks pretty slow. ► Sometime users report some slowness in the tool and this affects users experience. ►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.

Josh K.

Verified reviewer

Retail

10000+ employees

Used daily for more than 2 years

Review source

Reviewed November 2018

One of the Best Incident Trackers!

I worked 3.5 years for 1-800-WAL-MART and used this software to track every single customer incident that happened in Walmart stores in the U.S. and beyond.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I love how intuitive it is. The software flows just like you'd expect.

Cons:

It was something I used at Walmart corporate office when I worked there. No complaints at all ... even from a user at the largest company in the world.

Srishti K.

Verified reviewer

Information Technology and Services

10000+ employees

Used daily for more than 2 years

Review source

Reviewed June 2019

Great Tool

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Bala Jyothi R.

Verified reviewer

Telecommunications

10000+ employees

Used daily for more than 2 years

Review source

Reviewed May 2019

Best tool for Resolving Dockets - Customer support

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..

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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