--- title: "BMC Helix ITSM Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about BMC Helix ITSM Software - reviews, pricing plans, popular comparisons to other ITSM products and more." source_url: "https://www.capterra.com/p/164195/Remedy-IT-Service-Management/" page_type: "product" language: "en" --- # BMC Helix ITSM Software Review 2026: Features, Integrations, Pros & Cons Last updated on August 3, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) BMC Helix ITSM ## What is BMC Helix ITSM? BMC Helix IT Service Management revolutionizes enterprise service management. Delivered on-premises or in the cloud, Helix ITSM is a configurable and extensible platform radically redesigned to meet the needs of any transformative IT organization. Easier to use, faster to deploy, and packed with the latest innovations in service management, Helix IT Service Management is the most complete and capable IT service management for your enterprise. ## What is BMC Helix ITSM used for? [IT Ticketing Systems](https://www.capterra.com/it-ticketing-systems-software/)[ITSM](https://www.capterra.com/itsm-software/)[IT Service](https://www.capterra.com/it-service-software/) Top alternative Featured Overall rating Based on 115 user reviews Reviews sentiment Positive 81% Neutral 15% Negative 4% ### Starting price Free trial available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for BMC Helix ITSM?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=https://www.helixops.ai/&name=BMC Helix ITSM) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### BMC Helix ITSM 4.1 (115) VS. [4.9 (490)](https://www.capterra.com/p/181954/Iru/reviews/) Starting Price Contact vendor Starting Price Contact vendor Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 3.7 (115) Ease Of Use 4.9 (490) Value For Money 3.9 (54) Value For Money 4.6 (479) Customer Service 3.9 (91) Customer Service 4.9 (483) ## BMC Helix ITSM alternatives [4.6 (778)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars [4.5 (376)](https://www.capterra.com/p/80853/AssetCloud/reviews/) Starting price $108.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 91% of reviewers rated it above 4 stars [4.2 (253)](https://www.capterra.com/p/13803/N-central/reviews/) Starting price $1.75 Per User, Per Month Pricing Options Free Trial Free Version User Rating 85% of reviewers rated it above 4 stars [4.5 (449)](https://www.capterra.com/p/144309/Atera/reviews/) Starting price $129.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 93% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/alternatives/) ## FAQs about BMC Helix ITSM Overview ### Which roles and teams benefit most from BMC Helix ITSM? BMC Helix ITSM is most used by IT leaders, service desk teams, system administrators, and support engineers managing incident, change, and asset workflows. Operations managers use it to standardize processes and improve visibility, while developers and project stakeholders rely on it to coordinate requests, resolve issues faster, and maintain service continuity. Answer based on 106 reviews Features and Usability ### What are the key features of BMC Helix ITSM? BMC Helix ITSM includes core service management features like incident management, change management, support ticket tracking, and a service catalog. Differentiating capabilities include CMDB-based configuration management, asset tracking, dashboards and reporting, plus API-based integrations and customization on the Remedy platform, which reviewers frequently cite for ticket workflows and portal access. Answer based on 47 reviews Integrations ### Which third-party tools and platforms does BMC Helix ITSM integrate with? BMC Helix ITSM integrates with Yurbi, a third-party reporting and analytics platform used to extend dashboarding and data access. The available catalog data in this prompt identifies Yurbi as the specific listed integration for BMC Helix ITSM. Answer based on 12 reviews Getting Started and Support ### How easy is it to onboard and train a team on BMC Helix ITSM? BMC Helix ITSM takes planning and formal training to onboard well. Reviewers say basic use can feel confusing at first, so end users and new engineers often need more time, while experienced ITSM teams adapt faster. Training is typically delivered through vendor consulting, guided setup, and product documentation. Answer based on 11 reviews Getting Started and Support ### What customer support options does BMC Helix ITSM offer, and how do users rate the experience? BMC Helix ITSM offers email/help desk support. User experience with support is mixed: some describe staff as responsive, knowledgeable, and able to resolve issues quickly, while others report delayed responses, weak guidance during upgrades, and inconsistent help for complex or on-premise environments. Training needs also come up often. Answer based on 30 reviews Features and Usability ### Is BMC Helix ITSM easy to use? BMC Helix ITSM handles daily IT service work well once teams learn the workflow, but first-time use can feel complicated. Enterprise users value the connected ITIL processes, search, and cross-module navigation, while end users and admins often mention older screens, too many clicks, and a need for training. Answer based on 47 reviews Features and Usability ### How good is the BMC Helix ITSM user interface? BMC Helix ITSM offers a functional interface that supports ticket handling and ITIL workflows, but the experience feels mixed. Service desk teams often like the navigation, filtering, and web access, while many users still describe some screens as dated, cluttered, slow, or less intuitive for nontechnical staff. Answer based on 45 reviews Features and Usability ### How customizable is BMC Helix ITSM? BMC Helix ITSM supports deep customization for forms, workflows, templates, approvals, and integrations, which appeals to enterprise IT teams. Many organizations like the ability to adapt the platform to internal processes, but heavier customization can increase complexity, lengthen troubleshooting, and make upgrades harder to manage. Answer based on 41 reviews Features and Usability ### How well does BMC Helix ITSM handle ticket management? BMC Helix ITSM handles incident, change, problem, and service request tracking well for busy IT support teams. Many users like the history, assignment, prioritization, reporting, and audit trail features, though some mention that ticket forms can require too many fields and searches may feel slower or less flexible. Answer based on 40 reviews ## Features AI summary Based on 816 ITSM reviews Capterra data shows that buyers of ITSM rank the following features as their top priorities: - **Asset Tracking** (**53%** of reviewers rated this feature as critical) - **Support Ticket Management** (**58%**) - **Incident Management** (**60%**) BMC Helix ITSM includes all three features that reviewers rate most highly: **Asset Tracking**, **Support Ticket Management**, and **Incident Management**. Together, these capabilities help businesses keep visibility into IT assets, handle support requests efficiently, and resolve service issues faster, allowing teams to maintain service quality and improve day-to-day IT operations. Asset Tracking 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle Incident Management 4.7 (3) 66.67% of 3 reviewers that rated this feature as important or highly important Manage and track all disruptions and incidents Problem Management 4.3 (4) 75.00% of 4 reviewers that rated this feature as important or highly important Identify and solve underlying cause of incident(s), and prevent future incidents from occurring Alerts/Notifications 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Change Management 4.3 (4) 50.00% of 4 reviewers that rated this feature as important or highly important Track and monitor efficient handling of all changes/transitions Configuration Management 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Identify component attributes like servers, hardware, software, and manage relationships across all services BMC Helix ITSM 18 features ### All Features - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Activity Tracking: Track and document all activities across devices, networks, and other systems - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - API: Application programming interface that allows for integration with other systems/databases - Approval Process Control: Manage the process of evaluating documents or requests submitted for approval - Asset Tracking: Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle - Change Management: Track and monitor efficient handling of all changes/transitions - Configuration Management: Identify component attributes like servers, hardware, software, and manage relationships across all services - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Data Visualization: Graphical representation of data - Generative AI: Use AI to generate content in the form of text, images, videos, etc. - Help Desk Management: Managing service requests, incidents, IT issues & support with a ticketing system - Incident Management: Manage and track all disruptions and incidents - Problem Management: Identify and solve underlying cause of incident(s), and prevent future incidents from occurring - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Service Catalog: Database containing accurate and up-to-date information on all operational services - Support Ticket Management: Allow customers/users to submit support queries and service requests - Support Ticket Tracking: Track the status of support tickets/escalations as they move through the service queue --- Get Advice We can help you find the software with the features you need. Features 4.0 (80) 4.0 Based on 80 reviews ## Pricing Value for money 3.9 (54) ### Starting price Free trial available Value for money 3.9 (54) 3.9 Based on 54 reviews ## Integrations [ Yurbi](https://www.capterra.com/p/87169/Yurbi/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 3.9 (91) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 3.9 (91) 3.9 Based on 91 reviews ## User reviews Overall rating 4.1 Based on 115 reviews Filter by rating 5(40) 4(53) 3(17) 2(4) 1(1) Mentioned topic Sorted by most recent AN Anonymous User Service Manager Information Technology and Services ### "Herramienta potente que implementa la gestión de procesos ITIL" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 February 19, 2025 He desplegado, configurado y usado el producto durante varios años en distintas empresas para la gestión de procesos ITIL. Pros La capacidad para cubrir varios procesos ITIL y la capacidad de integración con otros productos. Es un producto muy estable y robusto. Cons A veces los desarrollos a medida sobre el producto pueden impactar en su mantenimiento. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reasons for choosing BMC Helix ITSM Es más potente y ofrece integración con otras herramientas de gestión de las operaciones. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. PK Pankaj K. NOC Information Technology and Services ### "BMC Helix ITSM, One of the best tools for Ticket Management." 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 October 26, 2022 In my point of view, BMC Helix ITSM is an exceptionally useful for managing our ticketing tasks. Pros It is very convenient in managing the day-to-day ticketing queue and prioritizing the high important cases though it.We can see all the updated and logs very smoothly and can pull reports of the data. Cons It can be more automated like SNOW. sending updates and adding into it is still a bit manual. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AN Anonymous User Salesforce Consultant Information Technology and Services ### "Good Ticket management tool" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 0.0 0.0 Likelihood to Recommend 6/10 August 5, 2022 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 Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AN Anonymous User Solution Architect Telecommunications ### "A decent alternative in ITSM domain" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 5.0 5.0 Customer Service 0.0 0.0 Likelihood to Recommend 6/10 February 25, 2022 Pros BMC Helix is a decent alternative when it comes to managing service requests, incidents and trouble tickets. Belonging to a huge brand which is number 1 in OSS area in telecommunications, it is pricy; but provides good support for enterprise solutions. Cons Not the best front end programming. Very hard to build RPA automations around. Floating licenses are problemmatic sometimes, blocking the user for some time when trying to log in from different IPs. Alternatives considered [IBM Maximo Application Suite](https://www.capterra.com/p/240578/IBM-Maximo/) Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Travis B. Senior IT Administrator Automotive ### "Government contract" 1.0 Overall Rating 1.0 1.0 Ease of Use 1.0 1.0 Features 3.0 3.0 Customer Service 2.0 2.0 Likelihood to Recommend 4/10 November 16, 2021 Pros The program is very robust with options to do all sorts of crazy things in the information service. Cons It can be quite clunky with all the options. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. MJ Marie J. Services Architect Utilities ### "Set the record straight!" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 10/10 April 7, 2021 Once installed/upgraded it is super easy to develop, manage and it is very easy to have to tool fit your processes. The automation and ability for it to assign, push workflow to other systems and automatically close is awesome. 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! Pros I’m not sure where this site is getting it’s information but it is wrong. BMC Software ITSM has mobile solutions built in for any html5 device and apps that can be downloaded from the Google or Apple store and connected to any instance. This system is incredibly robust to the extent that if you do not have mature processes and you do not manage IT well this system will become your mortal enemy. It does have a configuration database (CMDB) and it was the absolute first ITSM system to have one and it has many patents; so I have no clue why this site is saying it doesn’t exist. It is the only one that has a definitive catalog, normalization tool, reconciliation, transformation, mapping, auditing, drift management, outage management, impact analysis, and integration all built into the CMDB. The validation is the best. When combined with the Asset management system which adds on the procurement, ASL, receiving and well all the pre and post deployment activities it can manage the entire lifecycle. But it doesn’t stop there! You have cost and finance management, contracts, licensing, warranties, leases, people and group associations, underpinning agreements, and everything you can think of they’ve already built it! Not to mention that all of this isn’t just flat text, you actually get visual maps of the infrastructure and all the relationships, models and services. And it doesn’t stop there you can even view this through digital Workplace on actual maps. Cons Upgrades and installs are the absolute worst! You cannot just go download the package and run setup. 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. I suspect they’re making it difficult because they want to sell subscriptions to their SaaS. Additionally, BMC Software ignores their onPrem customers, whom by the way made this company who they are today and they chose to release everything formSaaS and not pay attention to their onPrem customers! Alternatives considered [Ivanti Neurons for ITSM](https://www.capterra.com/p/193225/Service-Desk/) [IBM Maximo Application Suite](https://www.capterra.com/p/240578/IBM-Maximo/) Reasons for choosing BMC Helix ITSM Flexibility, licensing, and the total solution was very mature. It was at the time the only tool with an ITIL focus. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. VS Vinayak S. AGM Information Technology and Services ### "Good buck for small org" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 7/10 November 11, 2020 Pros The Tool is easy to implement and maintain Cons As compared to others this tool like suitability for various areas but not bad for small enterprise Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. FM Frank M. Operations Manager Utilities ### "Remedy Service Desk Review" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 October 20, 2020 It suited us fine as an ITIL centric Incident, Problem, Change Management tool. We considered other options to add Config and Asset management but all were similarly hard to implement on an established nationwide network. Pros The ability to create customer scheduled reports from within the software without integrations to other external third party tools. Cons Configuration and asset management was hard to implement on a very large nationwide existing network. Discovery tools basically required you to define the network to Remedy instead of full discovery. There were third party integrations available for network discovery. Reasons for choosing BMC Helix ITSM It was already implemented and we considered migrating to another tool but stayed with Remedy due to familiarity. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Emir O. Expert associate Telecommunications ### "After 5+ years i still dont like it" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 3.0 3.0 Likelihood to Recommend 2/10 September 19, 2020 Neutral, it works stable when you give the system enormous resources. System is quite complicated from licencing perspective, user handling, reporting, creating autoassigments, maintaing knowledgebase, problem management handling etc. Actualy when you try alternatives you figure out that system is not that bad. But in 2020 it looks like it's from last decade from perspective of resources, flexibilty and integration posibilites. Support forum is the worst. You are basicly on your own. When you implement any kind of improvement you often create 3-4 problems that you have to solve. Mobile aplication exist only on paper. It is abandoned by vendor i thing from version 1. Last updates still have part of system based on Adoble Flash so beware of Decembar 2020 when Microsoft, Mozilla drop support. After 5 years of using i'm still puzzled by database structure that creates so many problem for integration with 3rd party reporting systems. Smart Reporting and Birt reporting are basicly the worst reporting system ever. Slow, unresponsive, require enormous resources just to run basic reports. Personaly i would never choose it as solutin if you have any requirement for custimization. To expensive, to complicated. Pros Robust, ITSM compliant, fairly great integration posibilites Cons Where do i begin? Database structure is nightmare for maintating, creating reports and to actually understad inner workings of system. Reporting sofware lacks some basic stuff. Upgrading production system is a 14 days nightmare. Some basic stuff like creating user level reports based on who did what in which time are imposible. 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. Alternatives considered [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/) [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) [SysAid](https://www.capterra.com/p/107225/SysAid/) [Siebel CRM](https://www.capterra.com/p/168367/Siebel-Marketing-Resource-Management/) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reasons for choosing BMC Helix ITSM I did not chose it. Management did. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. KO Karen O. Admin Hospitality ### "Great incident handling tool" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 May 25, 2020 Great incident handling tool. Can only be access if you have internetz Pros Great incident handling tool. Capable of following the ITIL procedures and process. Good for tracking SLAs Cons Confusing to use at first. Training is needed prior to using the peogram but its overall great. Can be access only if you have internet Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. 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