Try our new research platform with insights from 80,000+ expert users

BMC Helix Enterprise Service Management vs Cherwell Service Management comparison

BMC Helix and Ivanti are both solutions in the IT Service Management (ITSM) category. BMC Helix is ranked #25 with an average rating of 7.0, while Ivanti is ranked #28. Additionally, 100% of BMC Helix 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
  • 106 Views
  • 106 Comparison Views
100% willing to recommend
Cherwell Service Management
Read 6 Cherwell Service Management reviews
  • 566 Views
  • 441 Comparison Views
80% willing to recommend
 

Comparison Buyer's Guide

Download the report
Executive SummaryUpdated on Jun 15, 2025

Cherwell Service Management and BMC Helix Enterprise Service Management are competitive solutions in the IT service management space. While Cherwell is favored for its cost-effectiveness and supportive customer service, BMC Helix stands out with its comprehensive feature set that often justifies a higher price.

Features: Cherwell Service Management is recognized for its flexibility, offering customizable workflows and seamless integration with various systems. BMC Helix Enterprise Service Management provides advanced AI capabilities, scalability options, and extensive process automation features.

Ease of Deployment and Customer Service: Cherwell’s deployment is straightforward, supported by strong customer service that facilitates easier transitions. BMC Helix has a complex deployment process, which can take longer but is backed by comprehensive support.

Pricing and ROI: Cherwell Service Management is known for having lower setup costs and providing a quicker ROI due to its streamlined processes and effective support. BMC Helix, though more expensive upfront, offers significant ROI over time through its feature depth and extensive automation, eventually making up for the initial investment.

DOWNLOAD THE COMPLETE REPORT
To learn more, read our detailed IT Service Management (ITSM) Report (Updated: September 2025).
Buyer's Guide
IT Service Management (ITSM)
September 2025
Download the complete report
Helped 867,445 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
1
Ranking in other categories
No ranking in other categories
Cherwell Service Management
Ranking in IT Service Management (ITSM)
28th
Average Rating
7.2
Reviews Sentiment
7.1
Number of Reviews
6
Ranking in other categories
Help Desk Software (27th)
 

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 Database (CMDB), such as duplicate entries and problems with reconciliation. The recently introduced dashboard tool in Helix, which replaced Smart Reporting, has several issues. Reporting has been a consistent problem in BMC, and it would greatly benefit from enhancements.
Read full review
Thobile Moeketsi - PeerSpot reviewer
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.
Read full review

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."
"The dashboard and the reporting functionality are the solution's most valuable features."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The most valuable features are problem management and change management."
"The dashboard is very useful to get a quick overview of current tasks."
"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."
 

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)."
"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."
"The stability, specifically in the on-premises deployment model, could be improved."
"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."
report
See which vendors are best for you
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
See recommendations
867,445 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
No data available
Computer Software Company
16%
Energy/Utilities Company
14%
Manufacturing Company
10%
Legal Firm
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
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.
See all answers
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...
See all answers
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...
See all answers
Ask a question
Earn 20 points
 

Comparisons

ServiceNow vs BMC Helix Enterprise Service Management Logo
ServiceNow vs BMC Helix Enterprise Service Management
Compared 100% of the time
More BMC Helix Enterprise Service Management Competitors
ServiceNow vs Cherwell Service Management Logo
ServiceNow vs Cherwell Service Management
Compared 65% of the time
BMC Helix ITSM vs Cherwell Service Management Logo
BMC Helix ITSM vs Cherwell Service Management
Compared 25% of the time
Ivanti Neurons for ITSM vs Cherwell Service Management Logo
Ivanti Neurons for ITSM vs Cherwell Service Management
Compared 10% of the time
More Cherwell Service Management Competitors
 

Product Reports

Buyer's Guide
IT Service Management (ITSM)
September 2025
BMC Helix Enterprise Service Management reportDownload BMC Helix Enterprise Service Management product report
Buyer's Guide
IT Service Management (ITSM)
September 2025
Cherwell Service Management reportDownload Cherwell Service Management product report
 

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 Helix
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)
September 2025
Download Free Report
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM). Updated: September 2025.
DOWNLOAD NOW
867,445 professionals have used our research since 2012.
See our list of best IT Service Management (ITSM) vendors.

We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.