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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

"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"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."
"The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"
"The solution has good capabilities for analytics."
"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"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."
"​Maximo is very stable. We really do not have problem with stability.​"
"The most valuable feature is asset management maintenance as well as asset management overall."
"The Preventive Maintenance feature, especially in its inspection routines and KPI abilities, is valuable."
"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 most valuable feature is the ability to correct maintenance."
"Work order management and scalability enables the businesses' needs to be met."
"We were doing all kinds of paperwork for every type of order and to maintain our assets but with the use of the IBM Maximo application, we can automate a lot of the processes."
 

Cons

"Needs to make customizable/configurable article templates in the Knowledge Management."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"In User Group sessions held by BMC in India, I mentioned the challenges with vast documentation, making it difficult to find the right information quickly. However, we lack access to a sandbox for in-house development, which was very helpful for hands-on work with new features."
"The interface isn't that great."
"The documentation could improve in BMC Helix ITSM."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"I feel that the interface is a little too complicated with a large number of fields to enter."
"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."
"It was very slow due to the lagging issues. So that was kind of frustrating, considering how slow it was while functioning."
"IBM Maximo can improve the financial support and financial application, to make it more similar to an ERP as opposed to an EAM. Overall they can improve the financial processes."
"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."
"You can get lost using the application"
"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.​"
 

Pricing and Cost Advice

"There are licenses to use this solution."
"The price of BMC Helix ITSM 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."
"It is too expensive for a small business."
"Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed."
"The price of BMC Helix ITSM could improve their price."
"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."
"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."
"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."
"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."
"I do not know about the price of the solution. However, this has been an expensive project overall."
"$USD700 per agent user."
"The price of IBM Maximo could reduce, it is expensive."
"IBM Maximo offers a licensing application, and you have to comply with the license."
"Where available, concurrent licenses can be more cost efficient and provide more flexibility."
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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?
In User Group sessions held by BMC in India, I mentioned the challenges with vast documentation, making it difficult to find the right information quickly. The recent move to a new platform is bene...
What is your primary use case for BMC Helix ITSM?
I am currently working as a BMC Remedy developer. I have been working for over ten years on the BMC platform. My company uses BMC Helix ITSM for IT service management processes.
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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.
861,481 professionals have used our research since 2012.