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BMC Helix ITSM vs IBM Maximo comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

BMC Helix ITSM
Average Rating
8.0
Reviews Sentiment
6.6
Number of Reviews
79
Ranking in other categories
Help Desk Software (6th), IT Service Management (ITSM) (3rd)
IBM Maximo
Average Rating
8.0
Number of Reviews
23
Ranking in other categories
Enterprise Asset Management (EAM) (1st), Billing Software (4th)
 

Mindshare comparison

BMC Helix ITSM and IBM Maximo aren’t in the same category and serve different purposes. BMC Helix ITSM is designed for IT Service Management (ITSM) and holds a mindshare of 9.7%, down 13.4% compared to last year.
IBM Maximo, on the other hand, focuses on Enterprise Asset Management (EAM), holds 25.7% mindshare, down 27.0% since last year.
IT Service Management (ITSM)
Enterprise Asset Management (EAM)
 

Featured Reviews

Ameet Darole - PeerSpot reviewer
Used for user ticket management, incident management, and event management
We had a manual event management process and a separate monitoring tool called Dynatrace. The alerts generated did not flow to the ITSM tool. With BMC Helix ITSM, the alerts flow and auto-route to respective technical support. If the alerts are resolved, the ticket will be automatically closed. So, the workload and automation are much better now. BMC Helix ITSM is a fast platform, so it is quite manageable. I would recommend BMC Helix ITSM to other users because it is a good solution. Overall, I rate the solution an eight out of ten.
Jose Pedro Muñoz - PeerSpot reviewer
A very strong and powerful tool in the market preferred by a variety of industries
I rate the technical support a seven out of ten. Three levels of support in IBM. The first one is a fixed level, while levels two and three are very good. Here, level one is not very good, as it takes time to go from level one to level two and from level two to level three. So, level one is of low capacity.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"MyIT is simple to use and its mobility is a big plus for our on the go users."
"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"The most valuable features of BMC Helix ITSM for us are CMDB and discovery."
"The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information."
"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"It has centralized all work orders and help desk ticket tracking."
"The digital workplace is appealing."
"The most valuable features are the ability to create work orders and preventative maintenance."
"The most valuable features of IBM Maximo are the overall power and interface, and there are a lot of different modules that we use that are helpful. Additionally, it's an integrated solution and it has a lot of capabilities."
"Provides great flexibility."
"It can be particularly useful for power line operations, enabling linemen in the field to gather information and send it across the country as well as different parts of the world."
"The ability to configure and integrate it with other solutions for ERP."
"IBM Maximo is the best software for assets management."
"Its capabilities let us organize our work."
"The large range of configurability of the product is great, since everyone has a different way of doing things."
 

Cons

"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."
"Support could be better."
"They could be more responsive to feedback from their community board."
"The interface is one major complaint about this product."
"BMC Helix ITSM should have an easy-to-use user interface."
"I would also love to see consistency across all consoles."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"The mobile solution has a lot of room for improvement, especially in geopositioning capabilities, tracking capabilities, and configuration capabilities, in order to let the tech operate online and offline.​"
"It needs full-service visibility. There are a lot of things that are hard for users to find out. For example, the Service Catalog is not too friendly. You really have to know what you're looking for."
"You can get lost using the application"
"Areas for improvement include: an enhanced Service Catalog on Mobile; Agent intelligence; better dashboards for KPIs."
"The initial setup was complex, because it is a complex product."
"Coding can be complex when customization is required."
"The pricing model of the solution has room for improvement as well as the after-sales support."
"On a scale of one to ten, where ten is easy and one is difficult, I rate the setup process a two since it is very complicated."
 

Pricing and Cost Advice

"It is costly, but it is well worth it."
"The price of BMC Helix ITSM is expensive."
"While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper."
"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
"I rate the product price an eight on a scale of one to ten, where one is cheap, and ten is expensive. The solution is expensive."
"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
"BMC Helix ITSM is a very cost-effective solution."
"If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost."
"On a scale from one to ten, where one is low and ten is high, I rate the pricing a nine. The price is very high."
"The price of IBM Maximo could reduce, it is expensive."
"Where available, concurrent licenses can be more cost efficient and provide more flexibility."
"IBM Maximo offers a licensing application, and you have to comply with the license."
"$USD700 per agent user."
"I do not know about the price of the solution. However, this has been an expensive project overall."
"The concurrent user license is much more effective in management and cost-wise, as it is more suitable for maintenance management."
"IBM has changed the licensing policy. As I understand now, they are going from a complex way of licensing to a more simple way of licensing."
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Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
14%
Manufacturing Company
8%
Government
8%
Manufacturing Company
12%
Government
12%
Energy/Utilities Company
11%
Computer Software Company
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about BMC Helix ITSM?
If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within depart...
What needs improvement with BMC Helix ITSM?
Currently, we are not utilizing the AI functionality in BMC Helix ITSM as we are still in the roadmap and development phase at this point in time. There isn't anything that I would suggest for impr...
What is your primary use case for BMC Helix ITSM?
We use BMC Helix ITSM for the complete end-to-end ITSM suite, mainly for ticketing and service management. BMC Helix ITSM supports our IT service management processes primarily for all incident, pr...
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Also Known As

Remedy ITSM, Remedy, Helix Remedy
Maximo
 

Overview

 

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Royal Boskalis Westminster N.V., DTE Energy, Swedish Match, Projetech, Fingrid, East Coast
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM). Updated: June 2025.
862,452 professionals have used our research since 2012.