--- description: Review of BMC Helix ITSM Software: system overview, features, price and cost information. Get free demos and compare to similar programs. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: BMC Helix ITSM | Reviews, Pricing & Demos - SoftwareAdvice AU --- Breadcrumb: [Home](/) > [CRM for Startups Software](/directory/3235/startup/software) > [BMC Helix ITSM](/software/184531/bmc-helix-itsm) # BMC Helix ITSM Canonical: https://www.softwareadvice.com.au/software/184531/bmc-helix-itsm Page: 1 / 6\ Next: [Next page](https://www.softwareadvice.com.au/software/184531/bmc-helix-itsm?page=2) > BMC Helix ITSM is a cloud-based digital service management solution that combines a service desk manager, a change manager, a service delivery manager and an IT director into one suite. It is also available for on-premise deployment. The solution provides reporting features that enable users to create custom reports and convert them into dashboards. It offers incident and problem management, which can detect recurring incidents. Its self-service application is connected with social media and provides virtual and live chat help for resolving customer queries. BMC Helix ITSM keeps track of changes in IT configuration and identifies change collision in advance. Through its asset management capabilities, the solution can manage the lifecycle of IT assets from procurement to end-of-life. BMC Helix ITSM enables users to define a service catalog for both internal and external customers. Its admin panel facilitates management of servers, email integrations, applications and security preferences. Support is available via phone and email. > > Verdict: Rated **4.1/5** by 115 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.1/5** | 115 Reviews | | Ease of Use | 3.7/5 | Based on overall reviews | | Customer Support | 3.9/5 | Based on overall reviews | | Value for Money | 3.9/5 | Based on overall reviews | | Features | 4.0/5 | Based on overall reviews | | Recommendation percentage | 70% | (7/10 Likelihood to recommend) | ## About the vendor - **Company**: BMC Software - **Founded**: 1998 ## Commercial Context - **Pricing model**: (Free Trial) - **Pricing Details**: Please contact BMC Software directly for pricing details - **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Windows (On-Premise), Linux (On-Premise) - **Supported Languages**: English - **Available Countries**: United States ## Features - API - Activity Dashboard - Activity Tracking - Alerts/Notifications - Approval Process Control - Asset Tracking - Change Management - Configuration Management - Dashboard - Data Visualization - Generative AI - Help Desk Management - Incident Management - Problem Management - Reporting & Statistics - Service Catalog - Support Ticket Management - Support Ticket Tracking ## Integrations (1 total) - Yurbi ## Support Options - Email/Help Desk ## Category - [CRM for Startups Software](https://www.softwareadvice.com.au/directory/3235/startup/software) ## Related Categories - [CRM for Startups Software](https://www.softwareadvice.com.au/directory/3235/startup/software) - [IT Service Software](https://www.softwareadvice.com.au/directory/4207/it-service/software) - [IT Ticketing Systems Software](https://www.softwareadvice.com.au/directory/1630/it-ticketing/software) - [Consulting CRM Software](https://www.softwareadvice.com.au/directory/3837/consulting/software) - [ITSM Tools](https://www.softwareadvice.com.au/directory/4296/itsm/software) ## Alternatives 1. [Freshservice](https://www.softwareadvice.com.au/software/436317/freshservice) — 4.5/5 (685 reviews) 2. [Freshdesk](https://www.softwareadvice.com.au/software/110247/freshdesk) — 4.5/5 (3408 reviews) 3. [Zendesk Suite](https://www.softwareadvice.com.au/software/26892/zendesk-talk) — 4.4/5 (4072 reviews) 4. [LiveAgent](https://www.softwareadvice.com.au/software/109980/liveagent) — 4.7/5 (1753 reviews) 5. [SysAid](https://www.softwareadvice.com.au/software/158389/sysaid-it-crm) — 4.5/5 (511 reviews) ## Reviews ### "Essential and User Friendly Tool used for ticketing purpose" — 5.0/5 > **Prachi** | *5 February 2020* | Information Technology & Services | Recommendation rating: 10.0/10 > > **Pros**: Able to create. update, resolve tickets easily Able to calculate SLA. Good process work flow Able to link Incidents to problem and change requests > > **Cons**: Too many fields are needed to be filled up for raising a ticket, thus its a bit time consuming for us. > > Best Ticketing tool for business purpose. Gives us wide range of options to customize from. breadth of services. Easily understandable Can generate reports according to requirement Able to link tickets to one another easily ----- ### "Good Ticket management tool" — 5.0/5 > **Verified Reviewer** | *5 August 2022* | Information Technology & Services | Recommendation rating: 6.0/10 > > **Pros**: The software has auto refresh feature where the view is automatically refreshed with new tickets. The reporting feature is cool. We can do reports to identify and handle tickets per teams which is very useful for Project management. > > **Cons**: Could have more appealing UI and customization feature that can help different teams to manage the LOVs as needed ----- ### "Great IT Support Tracker" — 3.0/5 > **Verified Reviewer** | *26 March 2019* | Telecommunications | Recommendation rating: 9.0/10 > > **Pros**: ► We can easily track all tickets resolved. Also, track any particular behavior in case we face any bug or virus on multiple users reporting the same issue. ► Easy categorization for tickets. > > **Cons**: ► GUI looks pretty slow. ► Sometime users report some slowness in the tool and this affects users experience. ►There are a few fields mandatory that for some users are annoying since there is no like an option for a quick ticket to report a particular emergency that wants our support ride away. > > We are using this tool to manage all report for each user that is requesting assistance from IT support by creating a ticket. They are are to copy all relevant information about the issue that users is experiencing with the device and any of the peers from IT support can go directly to the users that is facing the problem and provide the correct support. We already know what we need to have in order to solved users issue since there is an initial description for that. We can also track who has resolved previous ticket and easily provide report and have a history for each of electronic product we internally provide support on the company. ----- ### "One of the Best Incident Trackers\!" — 5.0/5 > **Josh** | *10 November 2018* | Retail | Recommendation rating: 10.0/10 > > **Pros**: I love how intuitive it is. The software flows just like you'd expect. > > **Cons**: It was something I used at Walmart corporate office when I worked there. No complaints at all ... even from a user at the largest company in the world. > > I worked 3.5 years for 1-800-WAL-MART and used this software to track every single customer incident that happened in Walmart stores in the U.S. and beyond. ----- ### "Great Tool" — 5.0/5 > **Srishti** | *12 June 2019* | Information Technology & Services | Recommendation rating: 10.0/10 > > **Pros**: This tool is very helpful in managing alerts \& can be nicely sync with monitoring tools. > > **Cons**: I never faced any issues \& used this in my previous organization too. ----- Page: 1 / 6\ Next: [Next page](https://www.softwareadvice.com.au/software/184531/bmc-helix-itsm?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.com.au/software/184531/bmc-helix-itsm) ## This page is available in the following languages | Locale | URL | | de | | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | ----- ## Structured Data