BMC Helix Enterprise Service Management vs Hornbill Systems Supportworks comparison

BMC and Hornbill Systems are both solutions in the IT Service Management (ITSM) category. BMC is ranked #25 with an average rating of 7.0, while Hornbill Systems is ranked #36. Additionally, 100% of BMC users are willing to recommend the solution, compared to 50% of Hornbill Systems users who would recommend it.

BMC Helix Enterprise Servic...

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3 Comparison Views

100% willing to recommend

Hornbill Systems Supportworks

Read 2 Hornbill Systems Supportworks reviews

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98 Comparison Views

50% willing to recommend

BMC Helix Enterprise Servic...

Hornbill Systems Supportworks

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Executive SummaryUpdated on Mar 13, 2025

Hornbill Systems Supportworks and BMC Helix Enterprise Service Management compete in service management solutions. Hornbill excels in pricing and support satisfaction while BMC leads with advanced features, justifying its higher cost.

Features: Hornbill Systems Supportworks offers customizable workflows, integrated collaboration tools, and user-centric customization. BMC Helix Enterprise Service Management provides cloud-native architecture, AI-driven automation, and enhanced scalability.

Ease of Deployment and Customer Service: Hornbill Systems Supportworks facilitates straightforward on-premise deployment with responsive customer service. BMC Helix ensures rapid scalability through a cloud-based deployment model, minimizing IT overhead and supported by comprehensive services.

Pricing and ROI: Hornbill Systems Supportworks is cost-effective, offering strong ROI with low maintenance costs. BMC Helix requires a higher initial investment but justifies it through extensive automation and operational overhead reduction.

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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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

Hornbill Systems Supportworks

Ranking in IT Service Management (ITSM)

36th

Average Rating

7.0

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Help Desk Software (31st)

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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it_user1262703

Service Desk Team Leader at a healthcare company with 5,001-10,000 employees

Excels in call logging and call flows but is limited in terms of scalability

I'd advise others to map their processes out before starting with the solution. Hornbill has recently generated a new version of its product and it meets some of the requirements that we would have been looking for. It's a bit more scalable, a bit more responsive to a customer-focused model for support, and they've improved a lot of things like process flow and self-service. In terms of rating the solution, it's difficult to grade. It really depends on the size of the organization that's trying to use it as that tool. One of the reasons why we're looking to shift is because we've grown quite a bit over the years that we've had it, which makes it difficult for it to meet our demands. However, for an organization the size of what we were when we started our journey with it, I'd rate it ten out of ten. Where we are now, with our company size and needs, I'd rate it six out of ten.

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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."

"The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."

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 worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."

Pricing and Cost Advice

Information not available

"Our organization pays about $40,000 annually. There are ongoing consultancy costs and if we want to change anything, we're charged a day rate. Other than that, there are no other extra costs involved in working with the solution."

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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.

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What needs improvement with BMC Helix Enterprise Service Management?

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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...

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Comparisons

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ServiceNow vs Hornbill Systems Supportworks

Compared 100% of the time

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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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Also Known As

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Supportworks

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

Supportworks brings you the ideal combination of business process automation, functionality and flexibility. It's a comprehensive ITIL-compatible application that satisfies most requirements out of the box. Fully integrated processes and support templates mean you can rapidly adopt key components of the service lifecycle. If you don't need all the disciplines immediately, just switch them off until you're ready. Supportworks has the flexibility to support any service desk requirement: HR and FM applications are available. which means you can run all your service desks on a single platform, eliminating duplicated effort, reducing hardware and software costs, and simplifying support.

Hornbill Systems

Sample Customers

Information Not Available

Aylesbury Vale District Council

Buyer's Guide

IT Service Management (ITSM)

April 2025

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