BMC Helix Enterprise Service Management vs Cherwell Service Management comparison

BMC and Ivanti are both solutions in the IT Service Management (ITSM) category. BMC is ranked #25 with an average rating of 7.0, while Ivanti is ranked #29. Additionally, 100% of BMC users are willing to recommend the solution, compared to 80% of Ivanti users who would recommend it.

BMC Helix Enterprise Servic...

Read 1 BMC Helix Enterprise Service Management review

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3 Comparison Views

100% willing to recommend

Cherwell Service Management

Read 6 Cherwell Service Management reviews

562 Views
226 Comparison Views

80% willing to recommend

BMC Helix Enterprise Servic...

Cherwell Service Management

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Executive SummaryUpdated on Mar 13, 2025

Cherwell Service Management and BMC Helix Enterprise Service Management are contenders in the enterprise service management domain. BMC Helix has an advantage due to its robust feature set.

Features: BMC Helix Enterprise Service Management stands out with advanced automation, AI-driven functionalities, and comprehensive incident management. Cherwell Service Management offers commendable workflow customization, integration capabilities, and flexibility for tailored solutions.

Ease of Deployment and Customer Service: Cherwell Service Management is appreciated for its straightforward deployment owing to a configurable architecture, backed by responsive customer service. BMC Helix provides both on-premises and cloud-based models, offering flexibility but with a more complex setup. Its proactive customer service effectively supports deployment challenges.

Pricing and ROI: Cherwell Service Management is seen as cost-effective with a lower upfront cost, offering good ROI for smaller businesses. BMC Helix, while involving higher setup costs, is considered a valuable long-term investment with extensive capabilities and potential cost savings.

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: April 2025).

Buyer's Guide

IT Service Management (ITSM)

April 2025

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Helped 850,760 peers since 2012

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)

25th

Average Rating

7.0

Reviews Sentiment

4.8

Number of Reviews

Ranking in other categories

No ranking in other categories

Cherwell Service Management

Ranking in IT Service Management (ITSM)

29th

Average Rating

7.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

Help Desk Software (25th)

Featured Reviews

Krishna Varchagall

Service Management Consultant at Tiberone

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.

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Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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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."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

"All our activities are carried out in the one place."

"The most valuable features are problem management and change management."

"The dashboard is very useful to get a quick overview of current tasks."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"The dashboard and the reporting functionality are the solution's most valuable features."

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)."

"The stability, specifically in the on-premises deployment model, could be improved."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

"Application service mapping, GRC, SecOps, and things like that need improvement."

"Access is only available if we're on VPN."

Pricing and Cost Advice

Information not available

"For an ITIL user, the cost is probably about 50 bucks a month."

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850,760 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

No data available

Educational Organization

59%

Computer Software Company

Government

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Comparisons

No data available

ServiceNow vs Cherwell Service Management

Compared 100% of the time

More Cherwell Service Management Competitors

Product Reports

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IT Service Management (ITSM)

April 2025

BMC Helix Enterprise Service Management report

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Buyer's Guide

IT Service Management (ITSM)

April 2025

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Overview

BMC Helix Enterprise Service Management is a comprehensive platform designed to deliver advanced service management capabilities, enabling businesses to transform their operations with intelligent automation and robust integration features.

Companies looking to streamline their service processes will find BMC Helix Enterprise Service Management an invaluable tool. It offers innovative solutions to common challenges with capabilities that span multiple domains. The system fosters efficiency through AI-driven insights and integrates smoothly into existing IT environments, enhancing service delivery and customer satisfaction. This powerful combination of tools supports a proactive approach to service management, helping organizations to remain agile and responsive in a fast-paced business environment.

What are the standout features of BMC Helix Enterprise Service Management?

AI-Powered Automation: Enhances process efficiency and reduces manual intervention.
Multi-Cloud Management: Provides seamless integration and management across cloud platforms.
Service Catalog: Offers a comprehensive catalog to streamline service requests.
Intuitive Reporting: Delivers actionable insights through advanced analytics.
Collaboration Tools: Facilitates easier communication among teams.

What benefits and ROI should users expect?

Cost Efficiency: Reduces operational costs through automation and efficient resource management.
Improved Productivity: Enhances user productivity by automating repetitive tasks.
Faster Service Delivery: Increases speed and quality of service delivery.
Enhanced Customer Satisfaction: Delivers better customer experiences through streamlined processes.
Scalability: Supports growth with adaptable solutions.

BMC Helix Enterprise Service Management is implemented across industries such as finance, healthcare, and retail. In finance, it enhances regulatory compliance and security. Healthcare organizations use it to improve patient service management, while retail companies benefit from streamlined logistics and inventory management.

BMC

Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

Ivanti

Sample Customers

Information Not Available

Ausenco, Highlights for Children, B/E Aerospace

Buyer's Guide

IT Service Management (ITSM)

April 2025

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