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Atera vs BMC Helix ITSM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

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

ROI

Sentiment score
8.4
Atera boosts efficiency and saves costs with remote configurations, fixed fees, automated updates, extended hardware lifespan, and comprehensive features.
Sentiment score
5.9
BMC Helix ITSM offers good value and time savings, with automation praised and high stability, despite costly licensing.
 

Customer Service

Sentiment score
8.5
Atera's support is highly rated for being responsive, knowledgeable, proactive, and professional, with frequent updates and effective security measures.
Sentiment score
6.4
BMC Helix ITSM customer service varies widely, with premium support praised, but lower tiers face delays and inconsistent quality.
There are issues with misrouting and a preference for email rather than direct communication via phone calls.
 

Scalability Issues

Sentiment score
7.9
Atera is a scalable, versatile tool suitable for all company sizes, effectively managing diverse endpoints and clients with ease.
Sentiment score
7.3
BMC Helix ITSM is scalable and robust, suitable for diverse organizations, though customization can limit larger implementations.
The product's scalability is adequate for us, yet its complex customization sometimes restricts extensive adaptability.
 

Stability Issues

Sentiment score
8.2
Atera is highly stable and reliable with minimal downtime, frequent updates, and rare issues, often external in origin.
Sentiment score
7.2
BMC Helix ITSM is generally stable; initial issues may occur, but proper architecture enhances reliability over time.
I find BMC Helix ITSM stable, and that is why we have been with the product for the past 15 years.
Over the past five years, we have experienced no major issues or downtime during upgrades.
 

Room For Improvement

Atera requires better identity management, integrations, mobile features, network monitoring, automation, interface updates, and enhanced security for a superior user experience.
BMC Helix ITSM needs a more intuitive, customizable interface, enhanced reporting, better performance, support, documentation, and streamlined customization.
BMC Helix ITSM is difficult for us to customize, and most customizations require vendor support, which leads to extra costs.
We lack access to a sandbox for in-house development, which was very helpful for hands-on work with new features.
 

Setup Cost

Atera's fixed per-technician fee offers predictable, scalable pricing with affordable integrations, making it cost-effective compared to competitors.
Enterprise users find BMC Helix ITSM costly but cost-effective, requiring careful licensing analysis and negotiations to manage expenses.
The pricing of BMC Helix ITSM and its implementation costs are quite high, including subscription and maintenance costs per year.
 

Valuable Features

Atera offers robust PowerShell commands, seamless remote access, effective automation, cross-platform support, intuitive interface, and proactive issue resolution tools.
BMC Helix ITSM is scalable, integrates easily, enhances management, and aligns with ITIL, offering advanced features and customization.
Resolution time has decreased significantly since implementing the self-service portal.
These features are crucial as we complete the implementation and maintain data accuracy in the CMDB.
 

Categories and Ranking

Atera
Ranking in IT Service Management (ITSM)
13th
Average Rating
9.2
Reviews Sentiment
8.1
Number of Reviews
14
Ranking in other categories
Remote Monitoring and Management (RMM) (5th), Patch Management (12th)
BMC Helix ITSM
Ranking in IT Service Management (ITSM)
3rd
Average Rating
8.0
Reviews Sentiment
6.6
Number of Reviews
79
Ranking in other categories
Help Desk Software (6th)
 

Mindshare comparison

As of July 2025, in the IT Service Management (ITSM) category, the mindshare of Atera is 2.5%, down from 2.7% compared to the previous year. The mindshare of BMC Helix ITSM is 9.7%, down from 13.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

JC
Having fewer hardware replacements saves us in annual costs
There is a new version of the interface coming out. I have been asking for a new version for a while. While the interface is nice, I guess the developer thinks one way and the user thinks another. So, I think the interface is getting a big overhaul. This is what they have mentioned in their webinars and stuff. It is in beta, but I'm not on the beta program, so I haven't seen it. I can't really complain about the old interface, but now that I have heard there is a new one coming, all I want is the new one. The one thing that could do with improvement is the reporting. This is from someone who worked in an MSP, where I would want to run a report and be able to just present that to a client. Reports are fine for internal use, where they never leave your company. However, if I was an MSP, I would probably want a little bit more information or the ability to customize some of it without having to edit PDFs.
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.
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Top Industries

By visitors reading reviews
Educational Organization
10%
Computer Software Company
9%
Comms Service Provider
8%
Retailer
7%
Computer Software Company
18%
Financial Services Firm
12%
Government
8%
Manufacturing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What is your experience regarding pricing and costs for Atera?
Pricing is low. It costs around 149 bucks per month.
What needs improvement with Atera?
It should improve its processes.
What is your primary use case for Atera?
Atera is integral to our daily operations. We use it for RMM, PSA, our ticket system, and contact with people. We also integrate it with different products.
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...
 

Comparisons

 

Also Known As

No data available
Remedy ITSM, Remedy, Helix Remedy
 

Overview

 

Sample Customers

MSPs, IT consultants, and IT departments worldwide trust and use Atera. 
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Find out what your peers are saying about Atera vs. BMC Helix ITSM and other solutions. Updated: July 2025.
863,641 professionals have used our research since 2012.