Go-to ITSM tool for an organization
Rating: 10 out of 10
April 11, 2025
vk
Vetted Review
Verified User
5 years of experience
- SapphireIMS, BMC IT Business Management Suite (Discontinued) and ServiceNow Customer Service Management
Overview
What is BMC Helix ITSM?
BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations.
Learn from top reviewers
Go-to ITSM tool for an organization
Dynamic ITSM tool, used by users to log calls/requests.
varun kohli
Professional - Information Technology
Senior Executive
Vardhman textiles ltd.
5 years of experienceVerified on LinkedIn
My Independent Review
We support various customers across industries on there ITSM Journey/Projects, We are a BMC Partner in South Africa and implemented the BMC Helix ITSM solution for various cus...
Francois Seegers
Manager - Product Management
Blue Turtle Technologies
Blue Turtle Technologies
25 years of experienceBMC Helix ITSM - Getting Better
We are currently in the implementation phase of utilizing BMC Helix ITSM in our organization. We will be utilizing Helix as case management, change control, service request, a...
BMC Helix ITSM
We use BMC Helix ITSM to support our customers, if they have any issues with the product. We also use BMC Helix ITSM for Change Management. The Product helps us to streamline ...
Mattia Scardinio
Consultant - Information Technology
Head of ITSM
ITConcepts Professional GmbH
5 years of experienceTicket, incident and change managment
We use BMC Helix ITSM for
Customer facing ticketing system to log issues, track the resolution and keep the customer informed at each step.
Approval tracking for complianc...
Niall Kearney
Administrator - Information Technology
Internation Team Lead
Teleflex
2 years of experience
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Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Video Reviews
1 video
BMC Helix ITSM Review
09:07
Pricing
BMC Helix ITSM
Contact Sales
Cloud
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.bmc.com/forms/pricing…
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Product Demos
Access a free BMC Helix IT Service Management (ITSM) Self-Guided Demo - BMC Software
www.bmc.com
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is BMC Helix ITSM?
BMC Helix IT Service Management (ITSM) is a suite of tools with integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations.
Business Challenge
Traditional ITSM processes often involve manual tasks that consume valuable time and resources. Examples include a reliance on email communications to submit or manage service requests, the tracking of projects through spreadsheets, and cumbersome development cycles for new IT service capabilities. These challenges are further amplified by distributed workforces all over the globe, the proliferation of data, and high user expectations for always on responsiveness with immediate resolution of incidents or problems. The pressure to deliver exceptional quality IT services across an increasingly diverse architectural landscape continues to drive digital transformation as a strategic imperative. The IT service desk sits at the center of ITSM modernization and transformation.
BMC Solution
BMC Helix ITSM is a low-/no-code solution for enterprises to build, deploy, and manage IT assets and applications. It does this in three ways. First, BMC Helix ITSM is built upon the BMC Helix for ServiceOps platform, which unifies service and operations management with common data stores. The platform empowers IT service desk agents to resolve cases faster by isolating or preventing service disruption through root cause analysis, real-time incident correlation, predictive incident resolution, and proactive problem management.
Second, BMC Helix ITSM integrates artificial intelligence (AI) and machine learning (ML) to automate workflows across the enterprise. Embedded AI/ML streamlines work and the allocation of IT service desk resources by automatically assigning/routing incident, problem, and change requests without manual intervention.
Third, BMC Helix ITSM integrates data and processes intelligently to accelerate change management, mitigate risk, and advance the DevOps cycle. Integrated DevOps tooling within BMC Helix ITSM can link change requests with the software development lifecycle (SLDC) and imported continuous integration and continuous delivery (CI/CD) stages.
Second, BMC Helix ITSM integrates artificial intelligence (AI) and machine learning (ML) to automate workflows across the enterprise. Embedded AI/ML streamlines work and the allocation of IT service desk resources by automatically assigning/routing incident, problem, and change requests without manual intervention.
Third, BMC Helix ITSM integrates data and processes intelligently to accelerate change management, mitigate risk, and advance the DevOps cycle. Integrated DevOps tooling within BMC Helix ITSM can link change requests with the software development lifecycle (SLDC) and imported continuous integration and continuous delivery (CI/CD) stages.
BMC Helix ITSM Screenshots
BMC Helix ITSM Video
How BMC Software transformed Northumbria Healthcare for award-winning service in this compelling customer story. Learn about the challenges faced, the solutions implemented, and the remarkable outcomes achieved. Northumbria Healthcare, a provider in the UK, partnered with BMC ...
 Show More BMC Helix ITSM Integrations
BMC Helix ITSM Competitors
BMC Helix ITSM Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
Frequently Asked Questions
BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations.
ServiceNow IT Service Management, Cherwell Service Management (discontinued), and IFS Assyst are common alternatives for BMC Helix ITSM.
Reviewers rate Organize and prioritize service tickets highest, with a score of 9.1.
The most common users of BMC Helix ITSM are from Enterprises (1,001+ employees).
Comparisons
Compare with
Reviews From Top Reviewers
(1-5 of 75)
My Independent Review
Rating: 8 out of 10
October 17, 2024
FS
Vetted Review
25 years of experience
BMC CMDB and some key capabilities are much more easy to use and again the seamless workings between BMC products adds more value eliminating the need for integration.
BMC Helix ITSM - Getting Better
Rating: 7 out of 10
October 16, 2024
TP
Vetted Review
Verified User
1 year of experience
- BMC Track-It! and HappyFox Help Desk
BMC Helix ITSM
Rating: 8 out of 10
October 16, 2024
MS
Vetted Review
Verified User
5 years of experience
BMC Helix ITSM offers an onpremise option, which is not provided by many of the big ITSM solutions. BMC offer an integrated plattform solution, which does not need any addons or custom connectors to integrate every solution, like inventory, event management, Configration Management Database or it operation Management together. BMC offers all solutions on one plattform.
BMC Helix ITSM is a great product that offers a wide variety of modules and processes to suit your business needs
Rating: 9 out of 10
September 26, 2024
TK
Vetted Review
Verified User
12 years of experience
ServiceNow and Freshservice although both have a very modern interface, they both have some major drawbacks that limit their ability to compare to the BMC Helix ITSM suite of applications. Freshservice, although has been on the market for quite some time now, offered a very basic, limited console, which is great for small companies that don't need a lot of advanced or custom processes. Whereas ServiceNow appeared very limited on how much a workflow could be customized, unless you're having to build new processes that can be complex and cumbersome to integrate with existing or out of the box functionality. The backend interface for ServiceNow is very dated and appears clunky to work with.