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BMC Helix Enterprise Service Management vs BMC Helix ITSM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jun 15, 2025

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 Enterprise Servic...
Ranking in IT Service Management (ITSM)
24th
Average Rating
7.0
Reviews Sentiment
4.8
Number of Reviews
1
Ranking in other categories
No ranking in other categories
BMC Helix ITSM
Ranking in IT Service Management (ITSM)
3rd
Average Rating
8.0
Reviews Sentiment
6.7
Number of Reviews
78
Ranking in other categories
Help Desk Software (7th)
 

Featured Reviews

KV
Utilize comprehensive IT service modules while addressing configuration database issues
There are several areas where BMC Helix Enterprise Service Management could be improved. Currently, ServiceNow has an edge when it comes to the ease of discovering Configuration Items (CIs). In BMC Helix, there are issues with the Configuration Management ( /categories/configuration-management ) Database (CMDB ( /categories/configuration-management-databases )), such as duplicate entries and problems with reconciliation. The recently introduced dashboard tool in Helix, which replaced Smart Reporting ( /categories/reporting ), has several issues. Reporting ( /categories/reporting ) has been a consistent problem in BMC, and it would greatly benefit from enhancements.
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.

Quotes from Members

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

Pros

"The support of BMC is generally good and better compared to some competitors."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"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."
"It has the power to automatize several different tasks in the ITSM world."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"Improved our organization with better customer experience and reporting abilities."
"It's one of the top solutions on the market for ITSM capabilities."
"With service requests, we have been able to give visibility to the business users."
"The solution can scale."
 

Cons

"There are several areas where BMC Helix Enterprise Service Management could be improved. Currently, ServiceNow has an edge when it comes to the ease of discovering Configuration Items (CIs)."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."
"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."
"The reports need improvement, it is not a good functioning tool."
"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."
"Needs less infrastructure requirements."
"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
 

Pricing and Cost Advice

Information not available
"The cost is relatively high, especially for the BMC Controller application. However, the expense is justified by the standard and reliable features it offers. This product's reputation in the market is strong, providing assurance in terms of data and other considerations."
"The price of BMC Helix ITSM is expensive."
"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
"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."
"BMC is a little bit cheaper than ServiceNow, but BMC doesn't have the same capabilities in its entry-level product at the moment. The basic version does not have the DWP features that most of our customers are requesting."
"The price of BMC Helix ITSM could improve their price."
"It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."
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Top Industries

By visitors reading reviews
No data available
Computer Software Company
18%
Financial Services Firm
14%
Manufacturing Company
8%
Government
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What is your experience regarding pricing and costs for BMC Helix Enterprise Service Management?
While I am not very sure about the pricing, I have heard that the license cost of BMC is relatively lower than its competitors.
What needs improvement with BMC Helix Enterprise Service Management?
There are several areas where BMC Helix Enterprise Service Management could be improved. Currently, ServiceNow has an edge when it comes to the ease of discovering Configuration Items (CIs). In BMC...
What is your primary use case for BMC Helix Enterprise Service Management?
I use BMC Helix Enterprise Service Management ( /products/bmc-helix-enterprise-service-management-reviews ) primarily for IT service management. It supports modules like incident management, change...
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.
 

Also Known As

No data available
Remedy ITSM, Remedy, Helix Remedy
 

Overview

 

Sample Customers

Information Not Available
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM). Updated: May 2025.
857,585 professionals have used our research since 2012.