--- title: "BMC Helix ITSM Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is BMC Helix ITSM the right ITSM solution for you? Explore 116 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/164195/Remedy-IT-Service-Management/reviews/" page_type: "reviews" language: "en" --- BMC Helix ITSM 4.1 (116) [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 August 24th, 2026 # Reviews of BMC Helix ITSM Ease of use 3.8 Customer Service 3.9 ## Pros and Cons in Reviews 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 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 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 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 Travis B Senior IT AdministratorAutomotive, 201 - 500 employeesUsed the software for: 1-2 years. “It can be quite clunky with all the options.“ November 16, 2021 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 MJ Marie J Services ArchitectUtilities, 10,001+ employeesUsed the software for: More than 2 years. “I suspect they’re making it difficult because they want to sell subscriptions to their SaaS.“ April 7, 2021 ## Showing most helpful reviews Showing 1-25 of 116 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 ITSM](https://www.capterra.com/p/193225/Service-Desk/)[IBM Maximo Application Suite](https://www.capterra.com/p/240578/IBM-Maximo/) 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. Review Source AS Adam S. Head of Transformation Planning Telecommunications Used the software for: 1-2 years ### "Steady Helix" August 16, 2026 3.0 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 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/)[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 TF Tony F. Datacenter Manager Newspapers Used the software for: 2+ years ### "Great Tool for Large Datacenter" May 1, 2019 4.0 we use Remedy incident and change management every single day as my team is a the datacenter support staff. It's crucial that we get notified immediately about incoming tickets and can access them quickly. Remedy does this for us and keeps our response time very low! Pros easy management for my team's incident ticket queue. can access from anywhere without a client app now Cons we frequently need to print incidents and change tickets to get all the info so we can travel to the datacenter and troubleshoot issues Review Source FP Felipe P. Network analyst Telecommunications Used the software for: 2+ years ### "Support tool for acting demands and sla compliance" January 8, 2020 3.0 We use to receive incidents identified by customers or other T.i teams Pros It is a system that covers many features. The fact that having interface with other systems facilitates the delivery of the protocol and completion within the time limit of the incident Cons It has many errors, from the need to be used via the web, such as problems in scripting, execution and timeout.. Serious problems that make the tool a bad work mechanism Review Source LA Leo A. Network Specialist III Hospital & Health Care Used the software for: 2+ years ### "A Mediocre Solution" May 12, 2020 3.0 Although Remedy works, there are much better options out there. Pros What Remedy has going for it is the ability to scale upwards to the nth degree. It does that well and allows external emails to be sent to other services. Cons It is a slow system and it takes loads of patience to work with. It isn't very forgiving with mistakes either. Review Source JI Jake I. IT Support Analyst Hospitality Used the software for: 2+ years ### "Expanded Tool - Not User Friendly" December 5, 2018 3.0 Pros Remedy can be a great tool in the right hands but it's a bit difficult to use. You can manage both tickets and assets all in one place. Cons Not user friendly, needs A LOT of training to even use the basic functions. Wish it was easy to use, training new engineers takes a long time. Review Source RF Riccardo F. Business Process Manager Utilities Used the software for: 2+ years ### "Easy to use!" February 9, 2018 4.0 Pros Excellent IT ticketing software Excellent reporting Able to get reviews right from the software (from end users) Cons Not very customizable Very expensive Not very end-user friendly It can become very slow as more people use it Review Source MP Megha P. Software Engineer Information Technology and Services Used the software for: 2+ years ### "Easy ticket management tool" October 14, 2019 5.0 Pros Service tickets made easy to handle. Managing SLA and teaching incident is very easy Changes and incidents can be handled without any fuss Cons Initial mapping is bit hectic. Takes lot of time for higher queues Review Source GB Greg B. Salesforce Owner Medical Practice Used the software for: 6-12 months ### "Works nicely as an incident management system" December 9, 2018 4.0 Pros Simple to use, nice interface, and helps me keep on top of all of my incoming and in progress jobs. I think once the SLA's are properly defined then it will check a lot of the boxes for ITIL standards. Cons As mentioned. If the SLA's are not configured properly then you can feel as if you are underperforming until you read that your SLA was breached at 4 in the morning on a Sunday. Also the change request can be cumbersome if you have not used the process previously. Review Source AS Adarsh S. SE Computer Software Used the software for: 1-2 years ### "Excellent ticketing tool" December 11, 2017 4.0 Pros I used it extensively for trouble tickets and asset management, and I both worked well for me. I like the asset management portion the more because it provided very valuable information if properly used. I also like being able to create queries to filter out criteria of my own choosing. Cons I did not like the way task were added to a ticket. I found it to be confusing, and if I was not told that a task was attached sometimes it would get overlooked. Review Source PS Prabhdeep S. Software Engineer Mechanical or Industrial Engineering Used the software for: 2+ years ### "Review of Remedy 9" November 17, 2017 4.0 Pros It's a very simple interface, meaning no bells or whistles, and that makes it easy to pull out the information you want for individual users if you're targeting something specific. I've been using it for years, so it's relatively easy to navigate. Review Source SR Srajan R. SE Computer Software Used the software for: 1-2 years ### "BMC Remedy" December 11, 2017 4.0 Pros Really like the tool and works good for cross vendor communciations. It has various flexi features with good integrations with emails and managing tickets reporting works really good and helps maintain all changes for production and non production environment. Cons Slow response, lack of integration with new tools (or may be our org done have that), Not so easy Reporting configuration Review Source MK Mati K. Senior Information System Analyst Utilities Used the software for: 2+ years ### "Remedy ITSM" December 4, 2018 4.0 Pros Organizes your incidents and changes. Allows you to search history and run customized queries. Cons Customization is complex and costly. Should be easier. Review Source nK nitzan K. Support manager Consumer Services Used the software for: 6-12 months ### "manageing IT with Remedy Force " October 5, 2016 5.0 i have been using Remedy Force to manage all of my IT organisasion (incident and Service request for some weeks. the system is very easy to use and offerces a self service portal and knowladge managment that are very usefull to my costumers. the reporting system is very good and allows me to pull out top heaters and known issues that i can escalaite to my IT org Pros good reporting system, easy to use, many 3th party apps and add-ons Cons encoding issues with hebrew Review Source Similar Products Featured ## 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.