# BMC Helix ITSM Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is BMC Helix ITSM the right ITSM solution for you? Explore 115 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/164195/Remedy-IT-Service-Management/reviews --- BMC Helix ITSM 4.1 (115) [View alternatives](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of BMC Helix ITSM Ease of use 3.7 Customer Service 3.9 ## Pros and Cons in Reviews Aishwarya T Salesforce ConsultantInformation Technology and Services, 10,001+ employeesUsed the software for: More than 2 years. “We can do reports to identify and handle tickets per teams which is very useful for Project management.“ August 5, 2022 DG David G TechnicianEducation Management, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “We use templates in the version we have and the main problem with templates is that they are duplicated by the number of groups we are assigned to.“ May 19, 2020 PK Pankaj K NOCInformation Technology and Services, 1,001 - 5,000 employeesUsed the software for: 1-2 years. “In my point of view, BMC Helix ITSM is an exceptionally useful for managing our ticketing tasks.“ October 26, 2022 MJ Marie J Services ArchitectUtilities, 10,001+ employeesUsed the software for: More than 2 years. “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!“ April 7, 2021 MJ Marie J Services ArchitectUtilities, 10,001+ employeesUsed the software for: More than 2 years. “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. “ April 7, 2021 Emir O Expert associateTelecommunications, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “After 5 years of using i'm still puzzled by database structure that creates so many problem for integration with 3rd party reporting systems.“ September 19, 2020 Burak S Solution ArchitectTelecommunications, 10,001+ employeesUsed the software for: More than 2 years. “BMC Helix is a decent alternative when it comes to managing service requests, incidents and trouble tickets.“ February 25, 2022 MK Martin K Manager Managed Security ServicesInformation Technology and Services, 201 - 500 employeesUsed the software for: More than 2 years. “Too many screens/pop-ups that a user needs to work through before they can work with the application and put in their comments and remarks.“ May 5, 2020 ## Showing most helpful reviews Showing 1-25 of 115 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Antonio A. ITSM Specialist Used the software for: 2+ years ### "Former RAC and BMC Accredited Administrator AR System" March 6, 2018 5.0 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 MJ Marie J. Services Architect Utilities Used the software for: 2+ years ### "Set the record straight!" April 7, 2021 4.0 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/)[Remedyforce](https://www.capterra.com/p/110648/BMC-Remedyforce-Service-Desk/) Reason 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. Switched from [Remedyforce](https://www.capterra.com/p/110648/BMC-Remedyforce-Service-Desk/) Needed more flexibility and Service Desk Express was going to the cloud. Review Source VR Verified Reviewer Software Developer Intern Consumer Goods Used the software for: 2+ years ### "Remedy Review" July 3, 2019 3.0 Overall, I wouldn't recommend Remedy for IT Service Management. I believe there are better solutions available that are user friendly while also being visually appealing. Pros This software has a very simple layout that makes tracking information down an easy task. The filtering within the application is great and allows for extremely specified results. I like the priority emails that are given based on open tickets. This process allows teams to stay on track to complete requirements and continuously close open tickets. Cons I don't enjoy how the UI visually looks. The application has a very outdated look that doesn't appeal to you visually. I have found difficulty when trying to close Incidents because of status issues. This has been my biggest issue because Remedy will want me to enter twenty different status boxes in order to close a ticket or I will receive multiple errors. Review Source Emir O. Expert associate Telecommunications Used the software for: 2+ years ### "After 5+ years i still dont like it" September 19, 2020 4.0 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/) Reason for choosing BMC Helix ITSM I did not chose it. Management did. Review Source Timothy S. IT Project Manager Higher Education Used the software for: 2+ years ### "Complete Helpdesk and IT service management solution" June 25, 2018 5.0 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 shaik A. Associate Software Engineer Used the software for: 2+ years ### "One of best tool that tracks the status of the tickets that are being raised as part of request" February 22, 2018 5.0 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 Jose Q. Support Services Manager Used the software for: 6-12 months ### "All-in-one asset management under a single app" July 27, 2018 5.0 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 Diogo T. Helpdesk Telecommunications Used the software for: 2+ years ### "incident management tool" September 17, 2019 3.0 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 Jorge G. Customer Support Engineer at Cisco TAC Outsourcing/Offshoring Used the software for: 1-2 years ### "Great ITSM Tool!" February 20, 2019 4.0 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 Razvan M. System Engineer Information Services Used the software for: 2+ years ### "Works OK, but has some flaws" January 9, 2019 3.0 I used Remedy in the last 3 years to process automatic generated incidents and changes. Overall it was a good experience, but you always have the feeling that you are using an older, obsolete software. Pros \- A lot of features and options. - Good (logical) interconnections between fields/tables etc Cons \- The user interface could be better - Some unexpected errors - Horrible web interface (e.g.: multiple scroll bars in the same window, sub-windows larger than the screen size) Review Source FM Frank M. Operations Manager Utilities Used the software for: 2+ years ### "Remedy Service Desk Review" October 20, 2020 4.0 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. Reason 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 PK Pankaj K. NOC Information Technology and Services Used the software for: 1-2 years ### "BMC Helix ITSM, One of the best tools for Ticket Management." October 26, 2022 5.0 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 JC Jacqua C. Manager Tech Support Banking Used the software for: 2+ years ### "Overall Adequate Functionality" November 26, 2019 4.0 Remedy enables our organization to track incidents and change requests in a single system of record. Pros I like that change requests can be linked to incidents and tasks. This is very helpful when quantifying impact. Cons Reporting is quite difficult, at least in our organization. Also extracting data is not easy and adding additional fields to assist with data analysis of incidents does not appear to be easy to accomodate. Review Source jS jesus S. Especialista en Redes Telecommunications Used the software for: 2+ years ### "incident management tool" August 5, 2018 4.0 Pros It is a very good tool to manage incidents within your company, very useful when it comes to putting details in each affectation, even if you want to download the data already stored for a while and the details you want Cons It really is an excellent tool, but at the time of programming and managing it can be a bit complicated for the end user, that is, you will need a specialist to be able to start up your tool 100% Review Source DG David G. Technician Education Management Used the software for: 2+ years ### "Review of Remedy" May 19, 2020 3.0 it allows us to obtain statistics on the number of tickets opened in the different groups created in the software. Pros Remedy is a good tool that allows us to follow up with clients on problems experienced by them and we can see how many times this client has had the same problem. Cons We use templates in the version we have and the main problem with templates is that they are duplicated by the number of groups we are assigned to. Review Source CA Carl A. IT Manager Warehousing Used the software for: 2+ years ### "Industry Standard for a reason" June 26, 2019 5.0 Used this in the Air Force and as a Civilian and the program has been the best at tracking tickets and assets by far. Pros This product takes care of all parts of the IT Lifecycle Great service management module with SLAs and ticket tracking Cons This product doesn't have issues that couldn't be fixed with a little customization Review Source RN Rekha N. Service Level Manager Information Technology and Services Used the software for: 2+ years ### "Nice product, however out of the box options are not ready solutions available" November 13, 2018 4.0 I use it for Ticketing sytem of IT services, Pros module wise purchasing options, good cost wise, however this allows us to buy only specific modules, which might not give complete ITSM work module Cons The look doesnt seem catch at times. Remedy on Premise doesnt allow easy reporting. Review Source LN Loyce N. Retention Team Leader Telecommunications Used the software for: 2+ years ### "Remedy Service Desk" May 21, 2019 5.0 Especially in an organisation that involves customers and a back office, this is a must have. Pros It's instant. It's very easy to use. Ability to edit and add templates, to customize them to ones' need. Cons Get's too slow when the Tickets are many. Review Source AL Adnan L. Project manager Computer Software Used the software for: 2+ years ### "Decent SD tool" July 6, 2018 4.0 Room for improvement for User experience and interface for making it simple to new or non technical work force Pros Decent Service desk tool for logging, tracking and monitoring of incident, change and problem tickets in a IT service management environment Cons It could be more user friendly and intuitive in terms of the user interface and user experience for non technical workforce who are new to ITSM or service desk environment. Review Source RV Robert V. Manager ASU SkySong Site Helpdesk Education Management Used the software for: 2+ years ### "I have used Remedy to track Tech Help Desk requests for years." September 19, 2017 5.0 automation of documentation and communication from my help desk. They have resolved with the new versions what complaints I had about scalability between multiple help desks and user groups, and the reporting required. Pros The tech user interface is intuitive and follows a logical thought process. Remedy is feature-rich, and can be configured to do exactly what I want, when I want it done. The reporting is capable, and has commonly needed reports as defaults. My techs spend a minimal amount of time documenting, and therefore most of their time helping customers. Remedy creates tech reminders, sends progress notification email to customers and generally does what a great managerial assistant would do. Review Source KD Kelly D. Edge Product Management Used the software for: ### "Remedy ITSM - Kelly's view point" January 22, 2015 4.0 Pros - \* Consistent UI makes it easy to navigate. \* Fully ITIL Compliant and easy to explain how using SMPM \* Easily customizable to meet company needs and business processes \* Data driven configuration/business rules allows for less customization to need to be done \* Data load capabilities are getting stronger \* Default configuration of system variables works for 90% of companies \* Continues to add new sizzle in each release Cons - \* No end to end data model so when you do have to do a configuration or customization change you don't know all the places impacted \* Limited Mobility solution - ability to show reports/charts on mobile devices. I think Smart Reporting in 9.0 will help with this. Ability to work tickets - you have Smart IT for the Service Desk. We need it for the resolvers. \* Upgrade is a bear if you have done any customizations. \* No support for multiple overlays. Unisys has done a lot of overlays for our improvements. If a customer wants to change something then it goes in our overlay, not a second level overlay. Consequently, when we do an update to our overlay, their customization goes away. Overall General Impression - Remedy ITSM is the most feature complete yet flexible tool on the market. Time to implement is far less with Remedy than the competitors. The open ability to integrate is a huge plus because in today's world everyone wants all the tools form multiple vendors to work together. Review Source RJ Ryan J. Remedy Lead Used the software for: ### "ITSM out of the box or tailored, Remedy will get you there." July 28, 2015 5.0 BMCs Remedy platform has long been a core in service desks everywhere. "Platform" is the proper term, not "application". Most people hear Remedy and think 'help desk tickets'. While this is certainly the heritage and one of the strongest things Remedy does, it barely scratches the surface. Remedy ITSM provides an out of the box ITIL based solution ready to run by any organization that needs or wants to employ full lifecycle management for services. It is not just 'tickets' any more. Everything from baseline (Change) management, Problem Management, Release Management, to full Asset Management can be done in the ITSM suite out of the box. Just fill in the basics of your organization and you are good to go (this isn't a small task mind you, thinking out how to layout the organization in the beginning will leverage even more from the platform in the long run - a smart plan would be 3 months at least). Add to it BMC discovery (ADDM) and you have live asset data to feed Incidents, Change, and Assets. As your organization matures, customization to do just about anything you can think of in a 'ticket' fashion is possible. Recent updates in the core of the platform have made preservation of customization much easier - something that had been very difficult in the past. So whether you need ITIL from the start or have custom ideas to develop, the Remedy platform can handle it all. Review Source AS Ashish S. Release Manager Used the software for: 2+ years ### "Easy to navigate interface but lags in load and search." May 12, 2018 4.0 Pros Overall Interface. Wild Card searches for key items. Approval flow for Change Request. Task effort tracker. Cons Load time for the software. Restrictions on CRQ update post approval. Lack of seamless CMDB integration. Review Source HR Howard R. Used the software for: ### "Great backend and with MyIT/SmartIT a better product" January 21, 2015 5.0 Having played with ITSM since the 5.x days, and the 7.x release since the beta, I have always felt that this product is the leader that other companies would rip off. The backend of ITSM cannot be beat by any vendor, one can almost make it do anything and captor any data, any manager could use in a report. For example we have BPPM and BAO, tied to our ITSM system. So we auto-create, auto-rout and even auto-close incidents. ADDM populates our CMDB, so can keep track of what is in our environment. I wonder what is out there that can do all of that seamlessly. However, the long standing issue with ITSM is how complicated it was and still is. Not just to install, but to use. The first versions had mutable pages of data that needed to be entered, just to create an incident. As the product matured the number of data items reduced, however, not to the degree that our customers needed or wanted. The first attempt to reduce this was SRM. However, way too many SRD (service requests) were created without thinking of the end user. This is where MyIT (for the end user) and SmartIT for the support user came in. Having been playing with MyIT for a few months and a much shorter time on SmartIT, these two items will be what now gives a great backend a face one could love. Review Source VR Verified Reviewer Service Desk Rep. Information Technology and Services Used the software for: Less than 6 months ### "Please Run." May 24, 2019 2.0 This is probably my least favorite program. Our office adopted it as a ticketing system, and I couldn't wait to get off. It's less than user-friendly, crashes constantly, and ran slower than bearable. Maybe it was built to support much smaller offices, but it was nothing short of a headache most days. Pros The graphics are fine, and the color scheme is alright. (Sadly, I don't have a lot of nice things to say about this one.) Cons Where to begin: - The internal search engine is one of the worst I've ever seen - Slow (very unfortunate for a system built for efficiency) - Crashes easily Review Source Similar Products Featured ## Related categories [ITSM](https://www.capterra.com/itsm-software/)[IT Ticketing Systems](https://www.capterra.com/it-ticketing-systems-software/)[IT Service](https://www.capterra.com/it-service-software/) ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.