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Utilizing The Power of AI In ITSM: Upgrading To BMC Helix From BMC Remedy

by Roger Everett

Since it’s launch in February 2018, BMC has seen a steady rise in the number of customers upgrading from Remedy to Helix. BMC Helix is now used by a variety of organizations ranging from small and medium-sized businesses to large enterprises across different industries. For organizations that have not yet made the switch, we have put this article together to highlight the differences and benefits of upgrading.

The differences between BMC Remedy and BMC Helix:


BMC Remedy: Traditionally an on-premises IT service management (ITSM) solution.

BMC Helix: Cloud-native, designed for hybrid and multi-cloud environments. Emphasizes a service-centric architecture.

Scope of Services:

BMC Remedy: Primarily focused on ITSM processes such as incident, problem, and change management.

BMC Helix: Offers a broader spectrum, extending beyond ITSM to include cognitive automation, chatbots, and AI-driven capabilities for enhanced service management.

User Experience:

BMC Remedy: User interface may vary based on customization. Classic ITSM look and feel.

BMC Helix: Modern, intuitive interface designed for a seamless user experience. Emphasizes ease of use and accessibility.

Service Management Capabilities:

BMC Remedy: Strong ITSM foundation but may require additional modules for advanced features.

BMC Helix: Comprehensive service management capabilities, including ITSM, IT Operations Management (ITOM), and IT Business Management (ITBM) under a unified platform.

AI and Automation:

BMC Remedy: Limited built-in AI and automation features.

BMC Helix: Integrates AI-driven automation, chatbots, and cognitive capabilities to enhance service delivery and resolution times.

Deployment Model:

BMC Remedy: On-premises or hosted deployment options.

BMC Helix: Cloud-native, supporting public and private cloud deployments.

The benefits of upgrading from Remedy to Helix:

Enhanced Agility:

BMC Helix facilitates agility through cloud-native architecture, allowing organizations to adapt to changing business needs more effectively.

Comprehensive Service Management:

BMC Helix offers a broader set of services, integrating ITSM, ITOM, and ITBM, providing organizations with a unified platform for end-to-end service management.

Improved User Experience:

BMC Helix provides a modern, user-friendly interface, making it easier for users to navigate and engage with the platform.

AI-Driven Capabilities:

BMC Helix leverages AI and automation for intelligent problem resolution, predictive analytics, and improved service delivery, enhancing overall operational efficiency.

Scalability and Flexibility:

BMC Helix is designed for scalability, offering flexibility to scale resources as per organizational growth and changing requirements.

Cloud-Native Advantage:

BMC Helix's cloud-native architecture allows organizations to leverage the benefits of the cloud, such as scalability, accessibility, and reduced infrastructure management overhead.

In summary, upgrading from BMC Remedy to BMC Helix brings about a shift from a traditional ITSM tool to a modern, cloud-native platform with advanced AI-driven capabilities. This transition empowers organizations to streamline service management, improve agility, and enhance overall user experience, making it a strategic move for those aiming for comprehensive, efficient, and future-ready IT service delivery.

Roger Everett

Senior Recruiter




We provide consultants for all ITSM systems projects including:


Please complete the below form to schedule a call with Roger to discuss the benefits of BMC Helix and how we can assist your organization transition to BMC Helix.

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