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4.2 (G2/TrustRadius)

BMC Helix ITSM

Enterprise ITSM with cognitive automation and multi-cloud support

Free trial availableService Desk, Optimization, SuiteEnterprise (500+ employees)
BMC Helix ITSM logo

Overview

BMC Helix ITSM is an enterprise-grade service management platform featuring cognitive automation, multi-cloud management, and AI-powered capabilities through HelixGPT. It delivers predictive ITSM with modern persona-based UX, comprehensive ITIL processes, and container-based deployment for flexibility. BMC Helix offers deep integration capabilities, advanced analytics, and supports both cloud and on-premises deployments.

Key Features

Incident Management
Problem Management
Change Management
Knowledge Management
Service Request Management
CMDB
Asset Management
Smart IT
Cognitive Automation
HelixGPT (AI Assistant)
Multi-cloud Management
MyIT (employee portal)
Predictive Service Management
Advanced Analytics
Container Deployment

Key Strengths

Comprehensive ITSM
Strong ITIL alignment
Advanced automation
Multi-cloud support
Cognitive AI (HelixGPT)
Enterprise-grade features
Flexible deployment
Predictive capabilities

Perfect For

Large enterprises with complex IT, Organizations needing multi-cloud management, Companies requiring advanced automation, Enterprises with significant ITIL requirements, Organizations needing cognitive AI, Companies with hybrid deployments

Available Features - depending on plan

Communication Channels

Communication Channels - Phone
Communication Channels - Chat
Communication Channels - Widget
ServiceBot on Microsoft Teams
ServiceBot on Slack
Support Portal
Multiple Portal Languages
Portal Customization
24/7 Email Support

Service Management

Incident Management
SLA Management
Service Catalog
Problem Management
Change Management
Release Management
Workload Management
Major Incident Management

Asset Management

IT Inventory Management
Asset Lifecycle Management
Asset Relationship Mapping
Purchase Order Management
Software Asset Management
QR and Asset Barcode Scanner
Contract Management

Compliance & Security

GDPR Compliance
SOC 2 Compliance
Custom SSL Certificate
Single Sign-On
Domain Restriction
Custom Domain Mapping
Access Controls
IP Range Restriction
Audit Logs

Automation & Workflow

Productivity Enhancers
Workflow Automator
Canned Responses
Round Robin Ticket Assignment
Scheduler
Orchestration Apps and Reports
Orchestration Transactions
Business Rules
Custom Task Workflows

Project Management

Task Management
Agile Mode
Waterfall Mode
Project Templates & Clones
Gantt Planning
Roadmap Planning
Kanban Board
Sprint Insights
Custom Task Types
Custom Task Statuses
Custom Task Fields
Private Projects

Other Features

Knowledge Management
Occasional Agents
CSAT Surveys
MSP Mode
Sandbox
Auto-discovery
On-Call Management
Cloud Management
Alert Management
Service Health Monitoring
Status Page
Enterprise Service Management (ESM)
Workspaces
Employee Offboarding (OOTB)
Self-serve Employee Document Generation
E-signature
Analytics Starter
Analytics Pro
Integrated Game Mechanics
Time Tracking
Team Dashboard
Priority Matrix
Agent Collision Detection
Custom Objects
Custom Mailbox
Multiple Business Hours
Knowledge Base
Community forums
Hybrid Mode
Smart Delay Prediction
@mentions

Unavailable Features

Other Features

Tags

Pricing & Suitability

Find out if this solution fits your budget

Service Desk, Optimization, Suite
From £73-132per agent/month

Starting price

Free Trial

Free trial available

Best For

Enterprise (500+ employees)

Setup Complexity

Complex - steep learning curve

Why Choose This?

Proven with Enterprise (500+ employees) companies
Complex - steep learning curve setup
Support & training included

Customer Reviews

4.2
4.2/5 (G2/TrustRadius)

Based on G2/TrustRadius reviews

Very Good

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