BMC Helix ITSM in July 2026

92% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

BMC Helix ITSM

Service Desk Software

3.9 283 user ratings

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Overview

Description

BMC Helix ITSM is an industry-leading service management software that helps businesses with intelligent automation services to transform ITSM principles from Remedy into more agile solutions. It is a powerful and customer-centric system that uses emerging technologies, such as Machine Learning and Artificial Intelligence. The software helps with predictive service management using features like auto-classification, routing of incidents and assignment. BMC Helix ITSM has multi-cloud capabilities to manage broker incidents, for releases and changes across cloud providers. The software also helps to create and resolve problems faster with its context-aware, intelligent and proactive incident matching facilities. It includes all IT services that are required to manage change, service requests, assets, knowledge and identity monitoring. Further, businesses can provide key information to their customers and support people whenever needed using its built-in Knowledge-Centred Service (KCS) functionality. The accessibility and flow of information also become easy with BMC Helix ITSM through its smart reports and interactive dashboard. Read more

Pricing Options

Free Trial Available
Offers Custom plan.

SW Score & Breakdown

92% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

99%
Reviews

60%
Momentum

60%
Popularity

64%

Features

Total Features	22 Features
Common Features for All	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Asset Management Manages the entire lifecycle of the assets and equipment Automated Routing It helps in automatically directing queries and data to the appropriate agent. CMDB Configuration Management Database (CMDB) is a database with an in-depth view of configuration items (CI), attributes, incidents and performance throughout its lifecycle. Change Management Make coordinated changes during the product's lifecycle and accomplish alterations even after finalization of designs. Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Mobile Access Allows accessing the software and product/service related information from a mobile device Multi-language Support Available in multiple languages to support global customers Prioritization Arrange the list of activities, incidents, and tasks based on their relative importance Problem Management Identifies and addresses the root causes of recurring incidents. Focuses on preventing future issues by analyzing trends, documenting known errors, and implementing long-term solutions. Remote Access Permits users to access applications and files, whether traveling or working remotely away from the office or home network. Reporting (Analytics) Provides insightful reports and important business metrics to track and measure the outcomes and progress. Request Management Helps handle user requests for information, access, or standard services (such as password resets or software installations). It streamlines fulfillment through automated workflows and self-service options. Surveys and Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved + 15 More - Show Less
Unique Features	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Technical Details

Organization Types Supported	Large Enterprises Medium Business Small Business
Platforms Supported	SaaS/Web/Cloud
Modes of Support	Online
API Support	Available

Reviews & Ratings

User Rating	3.9/5 283 user ratings
Rating Distribution	Excellent 33.2% Very Good 42% Average 12.7% Poor 6.4% Terrible 5.7%
Review Summary	BMC Helix ITSM is a comprehensive ITSM tool that users appreciate for its ease of use, especially for tasks like ticket assignment and tracking. They highlight its robust reporting capabilities and customization options, including the ability to create dashboards and automate workflows. However, several users mention the interface as outdated and sometimes confusing, particularly for new users. Concerns about performance, including slow loading times and potential errors, are also raised. Despite these drawbacks, BMC Helix ITSM remains a popular choice for managing incidents, requests, changes, and other IT processes, especially for larger organizations.
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Pricing

Pricing Options	Free Trial Available Offers Custom plan.
Pricing Plans Monthly Plans Annual Plans	BMC Helix ITSM Custom
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