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BMC Helix ITSM Logo
BMC Software

BMC Helix ITSM

7.0 / 10
Category
BMC Helix ITSM
7.0 / 10

What is BMC Helix ITSM?

BMC Helix ITSM is industry-leading service management that uses cognitive automation technologies to transform best-practice ITSM principles you’ve come to appreciate from Remedy, delivered on your choice of cloud.

Company Details


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Awards & Recognition

BMC Helix ITSM won the following awards in the IT Service Management - Enterprise category

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BMC Helix ITSM Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on BMC Helix ITSM.

80 Likeliness to Recommend

94 Plan to Renew

73 Satisfaction of Cost Relative to Value

1
Since last award


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Emotional Footprint Overview

+62 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love BMC Helix ITSM?

12% Negative
16% Neutral
72% Positive

Pros

  • Fair
  • Trustworthy
  • Performance Enhancing
  • Efficient Service

Cons

  • Less Transparent
  • Vendor Friendly Policies
  • Less Friendly Negotiation

Feature Ratings

Average 77

Service Catalog

85

Technician Administration

81

Multi-Site Functionality

78

Business Application Integration

77

Systems Management Integration

77

Reporting

77

End User Support Solutions

77

Multi Device Capability

75

End User Self Serve

73

Integrated Knowledge Management

71

Integration With IT Tools

70

Vendor Capability Ratings

Average 75

Business Value Created

87

Ease of Customization

73

Ease of IT Administration

73

Usability and Intuitiveness

72

Product Strategy and Rate of Improvement

71

Vendor Support

69

Availability and Quality of Training

67

Quality of Features

63

Breadth of Features

60

Ease of Data Integration

55

Ease of Implementation

47

BMC Helix ITSM Reviews

Zafar Javed S.

  • Role: Information Technology
  • Industry: Banking
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Nov 2023

Not very pleased

Likeliness to Recommend

7 / 10

What differentiates BMC Helix ITSM from other similar products?

I haven't noticed any stand out feature that isn't there in other ITSM products

What is your favorite aspect of this product?

It gives lot of options for customization but it is not straight forward

What do you dislike most about this product?

It is very complicated system to use especially for the end users

What recommendations would you give to someone considering this product?

Having used this product for a while and also having experience of other ITSM tools, I would not recommend this product. There are lot of other products that are way cheaper than this

Pros

  • Performance Enhancing
  • Inspires Innovation
  • Caring
  • Saves Time

Cons

  • Less Fair
  • Less Transparent
  • Less Friendly Negotiation

Nitin R.

  • Role: Operations
  • Industry: Insurance
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Nov 2023

It's an on go product,not much effective

Likeliness to Recommend

8 / 10

What differentiates BMC Helix ITSM from other similar products?

BMC Helix ITSM seems to be outdated because service Now has taken a lead over it.

What is your favorite aspect of this product?

Reporting,pull out the reports for all individuals working

What do you dislike most about this product?

Not user friendly

What recommendations would you give to someone considering this product?

Considering this product should be like to pull out all the reports in one go,

Pros

  • Continually Improving Product
  • Trustworthy
  • Fair
  • Enables Productivity

Cons

  • Leverages Incumbent Status
  • Less Effective Service
  • Vendor Friendly Policies

ABDULMOID M.

  • Role: Consultant
  • Industry: Consulting
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Nov 2023

"Easy to use, but a bit pricey.

Likeliness to Recommend

1 / 10

What differentiates BMC Helix ITSM from other similar products?

Integration with different applications

What is your favorite aspect of this product?

Good Utilization of ITSM

What do you dislike most about this product?

DId not see anything which can dislike the product

What recommendations would you give to someone considering this product?

Better tool but bit cost effective

Pros

  • Trustworthy
  • Fair
  • Altruistic
  • Client's Interest First

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