--- 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" publication_date: "2026-10-22" --- # BMC Helix ITSM Software Review 2026: Features, Integrations, Pros & Cons Last updated on October 22, 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 Asset Management](https://www.capterra.com/it-asset-management-software/) Top alternative Featured Overall rating Based on 117 user reviews Reviews sentiment Positive 80% Neutral 16% 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://www.g2.com/products/bmc-software-bmc-helix-itsm/claim_requests/new?auto=true) ## 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 (116) VS. [4.9 (513)](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 3.8 (116) Ease Of Use 4.9 (513) Value For Money 3.9 (55) Value For Money 4.6 (502) Customer Service 3.9 (92) Customer Service 4.9 (506) ## BMC Helix ITSM alternatives [4.5 (805)](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 [4.2 (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 (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 [4.5 (528)](https://www.capterra.com/p/107225/SysAid/reviews/) Starting price $89.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 92% 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 ### What problems does BMC Helix ITSM solve? BMC Helix ITSM solves scattered IT service requests, unclear ticket ownership, and limited visibility into incident resolution by centralizing tickets, status updates, assignments, SLAs, and historical records. Service desk teams, data center support staff, IT managers, and change coordinators use it to manage incidents, problems, changes, assets, approvals, and operational reporting. Answer based on 58 reviews Overview ### Which roles and teams benefit most from BMC Helix ITSM? BMC Helix ITSM is most used by IT directors and administrators overseeing service operations, governance, and infrastructure support. Remedy administrators, developers, and consultants configure workflows and maintain the platform. Service desk and release managers manage incidents, requests, changes, and deployments, while software engineers and application support specialists track issues and coordinate resolution. Answer based on 107 reviews Features and Usability ### What are the key features of BMC Helix ITSM? BMC Helix ITSM includes core service management features for ticket management, incident management, and service catalog requests. Reviewers also commonly discuss customizable workflows, the Remedy Platform, reporting dashboards, and a self-service access portal. APIs support integrations, while routing helps assign tickets to the appropriate support teams. Answer based on 47 reviews Integrations ### Which third-party tools and platforms does BMC Helix ITSM integrate with? BMC Helix ITSM integrates with Yurbi, supporting connections between IT service management processes and Yurbi’s reporting and analytics capabilities. This integration can help organizations access operational data for dashboards, reports, and service-management analysis. 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 significant training to onboard most teams, as reviewers describe an initial learning curve even for basic functions. Experienced ITIL users may adapt more quickly, while end users, new engineers, and administrators configuring workflows need more time. Consulting support can help, particularly for change and asset management deployments. 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 experiences are mixed: some describe knowledgeable, responsive staff who resolve issues quickly, while others report long response times, difficulty finding specialists who understand complex problems, and limited help during upgrades, installations, or product integrations. Answer based on 30 reviews Features and Usability ### How easy is BMC Helix ITSM to use? BMC Helix ITSM supports everyday IT service work well after users receive initial training. Service desk teams value connected incident, change, request, and SLA processes, while new or nontechnical users may find complex forms, category selection, and change requests cumbersome. Modern interfaces can reduce the learning curve. Answer based on 47 reviews Features and Usability ### What is the BMC Helix ITSM user interface like? BMC Helix ITSM provides a functional interface for tracking tickets, filtering records, and navigating ITIL workflows. Support teams often find its layouts consistent and newer Smart IT views easier to use, but some users describe legacy screens as dated, crowded, or slow, especially for complex incident and change tasks. Answer based on 45 reviews Features and Usability ### How customizable is BMC Helix ITSM? BMC Helix ITSM allows enterprises to tailor forms, workflows, templates, approvals, automation, and service management processes to their operating model. Administrators can start with ITIL-based settings and extend them as needs grow, though extensive custom development requires skilled specialists and can make testing, maintenance, and upgrades more difficult. Answer based on 41 reviews ## Features AI summary Based on 834 ITSM reviews Capterra reviewers point to these as the top priorities when selecting ITSM software: - **Asset Tracking** (**53%** of reviewers rated this feature as critical) - **Support Ticket Management** (**58%**) - **Incident Management** (**60%**) BMC Helix ITSM supports all three features buyers rate most highly: **Asset Tracking**, **Support Ticket Management**, and **Incident Management**. Together, these capabilities help businesses keep visibility into IT assets, manage service requests efficiently, and respond to incidents faster, allowing teams to maintain service quality and reduce operational delays. 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 4.5 (4) 75.00% of 4 reviewers that rated this feature as important or highly important Manage and track all disruptions and incidents Problem Management 4.2 (5) 80.00% of 5 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 4.0 (2) 100.00% of 2 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 4.0 (5) 60.00% of 5 reviewers that rated this feature as important or highly important Track and monitor efficient handling of all changes/transitions Help Desk Management 4.5 (2) 100.00% of 2 reviewers that rated this feature as important or highly important Managing service requests, incidents, IT issues & support with a ticketing system 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 (81) 4.0 Based on 81 reviews ## Pricing Value for money 3.9 (55) ### Starting price Free trial available Value for money 3.9 (55) 3.9 Based on 55 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 (92) 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 (92) 3.9 Based on 92 reviews ## User reviews Overall rating 4.1 Based on 117 reviews Filter by rating Counts reflect reviews available in this feed. 5(40) 4(54) 3(18) 2(4) 1(1) Mentioned topic Recent reviews first, then most helpful RE Reviewer Head of Transformation Planning Used the software for: 1-3 years ### "Steady Helix" 3.0 Overall Rating 3.0 3.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 4.0 4.0 Likelihood to Recommend 7/10 August 17, 2026 Overall positive, the platform does what we need it to do and has steady performance which is a big bonus. Pros Most of the capability needed in a big organisation is off the shelf and there are plenty of helix experts across the industry. Cons Whilst off the shelf is great, customisation can be difficult but big corporates do need the ability to add customised fields. 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. Francisco Jose G. coordinador Used the software for: 1-3 years 4.5 November 6, 2026 AI summary based on a full review This solution is particularly beneficial for medium to large companies due to its cost, offering excellent incident and request management capabilities. The ability to create various stages within requests simplifies complex approval processes. Log in to unlock the full review, detailed ratings, and pros & cons RE Reviewer ITSM Specialist Used the software for: 3-5 years ### "Former RAC and BMC Accredited Administrator AR System" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 March 7, 2018 Using the BMC ITSM you can consolidate in a Suite the major task of the ITSM support staff based on ITIL best practices. Pros The Remedy ITSM Suites cover the main processs of the ITSM aligned to ITIL best practices. All the Application are integrated as part of the ITSM Suite in order to manage the different scenarios that normally needs to be handled by the support staff. Using the AR System Server as base the ITSM applications can be customized in order to give to the organizations complete and achieve thier functionality requierements. The license model of floating write licenses, lets the organization to share licenses pool. Cons BMC Remedy ITSM was born as an On premise solution, the cloud option is in the process to be a mature option. In Remedy you could achieve many thing but you need a lot experience with the product to complete it. 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. Marie J. Services Architect Used the software for: 3-5 years ### "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 9, 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! 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. Emir O. Expert associate Used the software for: 3-5 years ### "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 21, 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. 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. Timothy S. IT Project Manager Used the software for: 3-5 years ### "Complete Helpdesk and IT service management solution" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 June 26, 2018 It is a single repository/database for incidents, assets, change requests and knowledge You can easily track old tickets as well as you can figure out the approval chain, pending tickets and followup on tasks done and has to be done. Pros We upgraded to cloud based Remedy system which saved us the hassle of supporting the solaris server. Web-based and integrated with SSO solution The software is highly customizable. BMC's customer support are very responsive. All branches of IT department use it for incident management, change management, asset management and knowledge management. The approval workflows are easy to set and update. Cons customization of the application was a very long process specially if you need to use the most of it. But once it is running, it is worth the pain. 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. Abdul Samad Irfan S. Associate Software Engineer Used the software for: 3-5 years ### "One of best tool that tracks the status of the tickets that are being raised as part of request" 5.0 February 23, 2018 Pros The remedy tool is very cool and helpful in tracking the problem resolution status on various tickets that are being raised. It keeps holds of all the members that are being worked on this it provides us the space to comment on the satisfactory level of problem resolution.Overall this has a very powerful features like tracking the status of year back old tickets and it has graphical representation of the ticket status.The BMC is linked with various MNC's who are using this now. Cons There is nothing least about this but if BMC can concentrate on the UI make the components which are required keep available on the screen which are not much needed please locate them in seperate location and help us in navigating to it 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. Jose Q. Support Services Manager Used the software for: Less than 1 year ### "All-in-one asset management under a single app" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 July 30, 2018 We have consolidated all our ITOM operations under a single app, readily accessible across the organization. Pros Remedy Asset Management handles the complete IT lifecycle of endpoints and IT devices in general. What makes it more comprehensive is that, unlike other asset managers, it includes literally the COMPLETE lifecycle, including non-IT processes such as Procurement, Inventory, up to Depreciation and EOL (decommission or disposal). Being part of the BMC Remedy family, it also seamlessly integrate and expadn its capabilities with other related products such as Remedy ITSM and Remedy CMDB. Having said that, what I Iike most of it is the integration of all ITAM (IT Asset Management) steps in a single suite, and the representation, mapping and auditing of all assets in a single place. Normally you would resource to several different tools to achieve this. Cons One thing definitely open to imporvement is the reporting module. The reporting module could be definitely improved to add more options of building and scheduling reports. 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. Diogo T. Helpdesk Used the software for: 3-5 years ### "incident management tool" 3.0 Overall Rating 3.0 3.0 Ease of Use 4.0 4.0 Features 2.0 2.0 Customer Service 3.0 3.0 Likelihood to Recommend 4/10 September 18, 2019 All the demands of you, which need to be met by technicians, are registered in ars remedy, there are two ways to perform the registration. Via the web, having access to the tool, or contacting the helpdesk, the first level technician records the customer demand, this demand is received by the responsible area that continues the service. The process is correct and follows the itil methodology, but the tool is outdated and problematic. Pros The tool centralizes all of the company's IT demands, and that's a high point. We have a preview of all upcoming and upcoming incidents, changes in progress, Cons The tool has constant problems. In basically all areas, from browser interface to architecture issues. Bus error, requests, database information retrieval 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. RE Reviewer Customer Support Engineer at Cisco TAC Used the software for: 1-3 years ### "Great ITSM Tool!" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 8/10 March 20, 2019 Remedy ITSM has been great to implement our Service Desk Service from Scratch. With it we can keep track of the ticket´s progress, and improve our Support Platform 100%. Pros Remedy ITSM is great for Service Desk administration due to it´s great flexibility and customization. It has everything you need to fine tune your Support Service, and keep track of the process with all the Reports functions it offers. It being design for Backlog Management, Problem, Knowledge, Incident and Request Managing with a very reliable platform and server Cons At this point, Remedy ITSM could feel outdated along the amount of others ITSM options out there. It´s not very easy to use therefore it needs a Learning curve. When the ammount of tickets on the database gets huge, it could be somewhat slow to pull out old tickets and to process some reports. 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. [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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