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BMC Helix ITSM Logo
BMC Software

BMC Helix ITSM

6.7 /10
Category
BMC Helix ITSM
6.7 /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.

78 Likeliness to Recommend

2
Since last award

90 Plan to Renew

5
Since last award

72 Satisfaction of Cost Relative to Value

1
Since last award


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Emotional Footprint Overview

+53 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?

17% Negative
15% Neutral
68% Positive

Pros

  • Fair
  • Trustworthy
  • Performance Enhancing
  • Efficient Service

Cons

  • Commodity Features
  • Under Delivered
  • Vendor's Interest First

Feature Ratings

Average 76

Service Catalog

85

Technician Administration

80

Multi-Site Functionality

78

Systems Management Integration

77

Business Application Integration

77

End User Support Solutions

76

Reporting

76

Multi Device Capability

75

End User Self Serve

73

Integrated Knowledge Management

70

Integration With IT Tools

69

Vendor Capability Ratings

Average 73

Ease of IT Administration

77

Business Value Created

77

Breadth of Features

75

Usability and Intuitiveness

75

Availability and Quality of Training

74

Quality of Features

74

Ease of Implementation

73

Ease of Data Integration

73

Product Strategy and Rate of Improvement

72

Vendor Support

72

Ease of Customization

65

BMC Helix ITSM Reviews

  • Role: Information Technology
  • Industry: Government
  • Involvement: IT Leader or Manager
Validated Review
Anonymous Reviewer

Submitted Sep 2024

Disappointed in road map for remedy force

Likeliness to Recommend

6 /10

Cons

  • Vendor Friendly Policies
  • Slower Product Innovation
  • Less Productive

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

  • Vendor's Interest First
  • Slower Product Innovation
  • Vendor Friendly Policies

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

  • Less Reliable
  • Commodity Features
  • Less Inspiring

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