BMC Helix ITSM

About BMC Helix ITSM

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.

Screenshots & Videos

Pricing

Free Trial Available
Offers Custom plan.
View Detailed Pricing

SW Score Breakdown The SW Score breakdown shows individual score for product features.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

73%
Momentum

66%
Popularity

67%

Platforms Supported

Browser Based (Cloud)

Organization Types Supported

All (Small, Medium, Large)

API Support

Available

Modes of Support

Online

BMC Helix ITSM Features

Show Feature Explanation

Show Missing Features

Service Desk Features

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

99%

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.

Multi-Channel Communication

Helps in receiving queries and offering help through multiple channels

Customizable Branding

This feature enables the customization of brand marketing to meet specific requirements and preferences.

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

Standard Features

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.

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.

Prioritization

Arrange the list of activities, incidents, and tasks based on their relative importance

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.

Mobile Access

Allows accessing the software and product/service related information from a mobile device

Reporting (Analytics)

Provides insightful reports and important business metrics to track and measure the outcomes and progress.

Incident Management

Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Macros (Templated Responses)

It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Ticket Management

Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

Surveys & Feedback

Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Knowledge Base

Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Contract (SLA Management)

Helps to manage, automating and organizing important aspects concerning a service-level agreement

Automated Routing

It helps in automatically directing queries and data to the appropriate agent.

Alerts (Escalation)

Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Multi-language Support

Available in multiple languages to support global customers

Remote Access

Permits users to access applications and files, whether traveling or working remotely away from the office or home network.

Asset Management

Manages the entire lifecycle of the physical assets of your organization

Walk-up Experience

Allows users to receive in-person IT support without prior appointments, similar to a tech bar or help kiosk. Includes digital queue management, real-time status updates, and personalized service.

BMC Helix ITSM Pricing

Free Trial

Available

Pricing Options

Premium Plans ( Quotation Based )

Pricing Plans

BMC Helix ITSM Custom

Features

Incident & Problem Management
Knowledge Management
BMC Helix Multi-Cloud Service Management
Smart Reporting
Change Management
Release Management
BMC Helix Digital Workplace
Asset Management
Configuration Management (CMDB)
Service Request Management
Service Level Management

Disclaimer: The pricing details were last updated on 02/06/2021 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about BMC Helix ITSM Pricing

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BMC Helix ITSM Reviews

User Rating

3.9/5 (Based on 283 Ratings)

Rating Distribution

Excellent
33.2%
Very Good
42%
Average
12.7%
Poor
6.4%
Terrible
5.7%

Do You Use BMC Helix ITSM?

Write a Review

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.

Pros

Easy to assign tickets and bulk assignments are possible.
Provides a centralized system for managing ITIL processes.
Seamless processing of incident and change management when integrated with other tools.

Cons

Can be complex to configure workflows.
User interface is outdated and sometimes confusing.
Occasional errors during bulk assignments due to required details for each incident.

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BMC Helix ITSM FAQs

What is BMC Helix ITSM used for?

BMC Helix ITSM is Service Desk Software. BMC Helix ITSM offers the following functionalities:

Request Management
Problem Management
AI Assistant
Prioritization
CMDB
Change Management
Mobile Access
Reporting (Analytics)
Incident Management
Multi-Channel Communication
Macros (Templated Responses)
Customizable Branding
Ticket Management
Surveys & Feedback
Knowledge Base
Contract (SLA Management)
Automated Routing
Alerts (Escalation)
Self Service Portal
Multi-language Support
Remote Access
Asset Management

Learn more about BMC Helix ITSM features.

What are the top alternatives for BMC Helix ITSM?

Here`s a list of the best alternatives for BMC Helix ITSM:

Does BMC Helix ITSM provide API?

Yes, BMC Helix ITSM provides API.

BMC Helix ITSM Contact

Vendor Details

Houston, Texas

Contact Details

+1 (800) 793-4262

https://www.bmc.com/it-solutions/bmc-helix-itsm.html

Social Media Handles

Not available

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BMC Helix ITSM

About BMC Helix ITSM

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BMC Helix ITSM Features

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BMC Helix ITSM

About BMC Helix ITSM

Screenshots & Videos

BMC Helix ITSM Features

Service Desk Features

BMC Helix ITSM Alternatives

BMC Helix ITSM Reviews

User Rating

Rating Distribution

Do You Use BMC Helix ITSM?

Review Summary

Pros

Cons

Videos on BMC Helix ITSM

BMC Helix ITSM FAQs

BMC Helix ITSM Contact

Grid Report for BMC Helix ITSM

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Disclaimer

We understand SaaS better

SaaSworthy helps stakeholders choose the right SaaS platform based on detailed product information, unbiased reviews, SW score and recommendations from the active community.

Buyers

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