BMC Helix ITSM is BMC's enterprise ITSM platform, formerly Remedy, with deep capability, AI and automation, suited to large, complex enterprises. A long established enterprise ITSM, it provides full ITIL service management, incident, problem, change, request and asset and configuration management, with AI and automation (including AIOps ties to BMC's ITOM), a service desk and self service, and strong capability for demanding, large scale environments, available in the cloud or on premise. Suited to large enterprises with complex ITSM and IT operations needs, especially those with BMC investments, Helix ITSM offers deep, enterprise grade service management. For large enterprises, BMC Helix ITSM is a leading choice.
BMC Helix ITSM's distinction is deep, established enterprise ITSM with strong AI, automation and ITOM ties. As the evolution of BMC Remedy, it brings mature, comprehensive ITSM capability for complex, large scale environments, and connects to BMC's IT operations and AIOps, so enterprises manage service and operations together. That depth, maturity and ITOM integration set it apart for large, demanding enterprises.
BMC Helix ITSM is best for large, complex enterprises with demanding ITSM and IT operations needs, especially those with existing BMC investments or wanting ITSM tied to ITOM and AIOps, cloud or on premise. It suits large enterprise ITSM. It is a weaker fit for mid market teams wanting easy, affordable ITSM, where Freshservice fits, Atlassian teams, where Jira Service Management fits, or those wanting the most modern experience and the highest user ratings.
The core strengths are full ITIL ITSM (incident, problem, change, request), asset and configuration management, AI and automation (with AIOps ties to BMC Helix ITOM), a service desk and self service, and enterprise scale, cloud or on premise. BMC Helix offers deep capability for complex environments and BMC ecosystem integration. Its depth, maturity and ITOM integration are its defining advantages.
BMC Helix ITSM does not publish prices and is quoted, typically per agent or user and by capability, an enterprise investment reflecting its depth, with implementation cost, cloud or on premise. Pricing suits large enterprises. Costs scale with agents, modules and scale. Model agents and implementation. Get details via the BMC Helix ITSM page.
BMC Helix ITSM integrates across the BMC Helix portfolio (ITOM, AIOps, operations), enterprise systems, directory and monitoring, with APIs. Its integration with BMC's IT operations and AIOps, which lets enterprises manage service and operations together, is a signature strength, especially for organisations with BMC investments.
Deep, mature enterprise ITSM with ITOM ties is the signature strength: as the evolution of Remedy, Helix ITSM offers comprehensive capability for complex, large scale environments and connects to BMC's operations and AIOps, so enterprises run service and operations together. For large, demanding enterprises, especially BMC shops, this depth is the main reason to choose it.
BMC Helix ITSM is powerful and deep for enterprise needs, with AI and ITOM integration, though reviewers note it is complex and less modern and lower rated on usability than newer cloud tools, suiting large enterprises with the resources. Its G2 reviews note depth and enterprise capability, with complexity and user experience the main considerations.
For large, complex enterprises with demanding ITSM and IT operations needs, especially BMC shops wanting ITSM tied to ITOM and AIOps, BMC Helix ITSM is a deep, capable choice. The main caution is complexity, cost and a less modern experience than newer tools, so mid market teams may prefer Freshservice, Atlassian teams Jira Service Management, but for large enterprise ITSM Helix is a leader.
These it service management tools come up most often against BMC Helix ITSM.
Market-leading enterprise ITSM and workflow platform
ITSM built on Atlassian for teams
Cloud ITSM and service desk by Freshworks