BMC Helix ITSM
Reviews
Star rating
Rank in IT Service Management (ITSM) Tools
Pros and cons
Pros
- Ease of Use
- Ticket Management
- Navigation Ease
- Efficiency
- AI Integration
- Workflow Management
Cons
- Complex Setup
- Performance Issues
- Bugs
- Long Processing Time
- Complexity
- Slow Development
Traffic & LLM citations
Source: G2 review data
Winning from
Losing to
Key stats
Adoption by company size
| Segment | Share of reviews |
|---|---|
| Small Business | 4.7% |
| Mid-Market | 20.3% |
| Enterprise | 75.0% |
Quarterly history
| Quarter | Reviews | Star rating |
|---|---|---|
| 2024 Q4 | 1 | 5.0 |
| 2025 Q3 | 2 | 4.3 |
| 2026 Q1 | 2 | 4.0 |
| 2026 Q2 | 5 | 3.4 |
| 2026 Q3 | 6 | 3.9 |
Satisfaction ratings
What reviewers say
Centralized ITSM with Great Automation but UI Needs Improvement
“I like how easy BMC Helix ITSM makes it to manage incidents, service requests, and changes all from one place. The interface is fairly straightforward, and I appreciate features like automation, ticket routing, and notifications which reduce a lot of manual follow-up. Having a ce”
Keeping IT Support Organized
“What I like most about BMC Helix ITSM is having incidents, service requests, and change management in one place. It makes it easier for me to track tickets and follow their progress without switching between different tools. I also find the customizable workflows useful for fitti”
Simplifying Day-to-Day Service Management
“I like how Helix ITSM helps keep our day-to-day service management organized. I can manage requests, check ticket statuses, and use knowledge articles to find information when I need it. The automation and customization options are also helpful for reducing repetitive work and ma”