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BMC Helix Enterprise Service Management vs IT Care Center comparison

BMC and IT Care Center are both solutions in the IT Service Management (ITSM) category. BMC is ranked #24 with an average rating of 7.0, while IT Care Center is ranked #45. Additionally, 100% of BMC users are willing to recommend the solution, compared to 100% of IT Care Center users who would recommend it.
BMC Helix Enterprise Servic...
Read 1 BMC Helix Enterprise Service Management review
  • 31 Views
  • 31 Comparison Views
100% willing to recommend
IT Care Center
Read 7 IT Care Center reviews
  • 249 Views
  • 184 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Jun 15, 2025

IT Care Center and BMC Helix Enterprise Service Management compete in the enterprise service management solutions category. BMC Helix Enterprise has the upper hand due to its advanced features, making it favorable for enterprises seeking comprehensive solutions.

Features: IT Care Center focuses on budget-friendly solutions with efficient incident management and automation, ideal for cost-conscious businesses. BMC Helix Enterprise offers cognitive automation, extended integration capabilities, and flexible configurations, appealing to businesses needing advanced service management.

Ease of Deployment and Customer Service: IT Care Center provides an easy deployment process and strong customer service, making implementation straightforward. BMC Helix Enterprise, while more complex, offers comprehensive support suitable for larger organizations requiring detailed deployment processes.

Pricing and ROI: IT Care Center attracts smaller organizations with its lower setup costs and faster ROI. In contrast, BMC Helix Enterprise requires higher initial investment but offers substantial long-term benefits and ROI for larger enterprises ready to invest upfront.

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To learn more, read our detailed IT Service Management (ITSM) Report (Updated: June 2025).
Buyer's Guide
IT Service Management (ITSM)
June 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)
24th
Average Rating
7.0
Reviews Sentiment
4.8
Number of Reviews
1
Ranking in other categories
No ranking in other categories
IT Care Center
Ranking in IT Service Management (ITSM)
45th
Average Rating
8.6
Reviews Sentiment
7.7
Number of Reviews
7
Ranking in other categories
Help Desk Software (42nd)
 

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.
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it_user1566192 - PeerSpot reviewer
Saves time by resolving incidents and requests using self-service automation
* Using 70% of the tool from the perspective of service delivery and incident requests. * Using analytics. That gives us a very good picture of the report: the time, delay, and SLA. * Using the asset management tool inside the system. * Managing the OCR change requests all in this one tool. The solution gives internal users answers and solutions for their daily work around the IT workspace, even if it is their computer, laptops, screens, systems, etc. We have found this tool very easy to use and intuitive for us. It is very easy for me, and I am not a programmer or someone who can write code, but it is very easy for me to make most of the changes that I need in the system without approaching the vendor. The flexibility and customization are very good. It is very easy to change. A lot of the changes that we want to do, we can do ourselves. IT Care Center enables us to configure simple forms and flows. It makes our daily customer-facing work very efficient and easy. For example, if we want to add some new flows or change something, we have the ability to do it by ourselves in our own time and manner. This makes it very efficient.
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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."
"IT Care Center enables us to configure simple forms and flows. It makes our daily customer-facing work very efficient and easy. For example, if we want to add some new flows or change something, we have the ability to do it by ourselves in our own time and manner. This makes it very efficient."
"For a user to open a new ticket, it is very simple. That is an important thing. The system is available for users on the main desktop on their computer, so it is very easy to report tickets. It is very clear. Also, we manage the tickets with rules, according to subject and groups, so they are going to the right person in IT."
"It runs smoothly and all of the components are very easy to work with."
"We have a lot of automation running from our HR system to IT Care Center. When a ticket has been raised to us, we can notify hiring managers on the status of every employee. We also get notifications in Slack for every ticket opened."
"It provides the ability to view all information relevant to a task. When you open a task, you can see all sub-tasks and the relevant information underneath it. You don't have to search for all the tasks and cases that are relevant to the same issue. The sub-task listing is the most valuable feature of this solution for us. We are also able to create workflows for things such as new hires and purchase requests. We are using it for onboarding new hires in multiple departments, and we are able to create workflows with IT Care Center. We have subsidiaries, and for every subsidiary, we have different rules. It allows us to put the name of the new hire and the computer and software needs for that subsidiary. Around 30% or 40% of our processes are self-service now. We have additional work to do, but we're getting there. I like the flexibility that IT Care Center provides for creating the forms. I can put the fields, values, dropdowns, etc. It makes things much easier, which is another advantage of this solution. When a user opens a ticket, there are certain values that he or she must enter in order for us to solve the ticket faster. For example, a user must enter his or her email. So, I can create a form with all the things that he or she must do, such as provide an email, phone number, etc. These are required fields. A user can't create a ticket without providing that information. So, it saves time and makes the work efficient."
"It also enables us to configure simple forms and flows. The fact that the system is very flexible for adding fields and other forms assists our customer service, as well as myself as the CIO, to easily view my SLAs and KPIs."
"All of my staff is quite familiar with the usage and we customize based on our daily needs and based on different profiles. As a manager, I require diagnostics on a weekly or monthly basis. diagnostics. There needs to be some reporting for management and for my customers' management as well. So we created our own template. All of our different staff were required to do their own tagging or own tracking of cases. We create our own templates. I create my own template for my own weekly and monthly reporting to management. It's quite flexible in the sense that we're able to add our own customized views. We are able to easily export all this information into a proper reporting structure."
 

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)."
"There is no global support. With our previous system, we had 24/7 global support. We need much faster support. When I have an issue and raise a ticket, someone should call me back. They can also think about having object-oriented APEX so that the agents can easily create dashboards instead of having to learn the complete APEX language. This is something very important for us. We are using Oracle APEX for creating certain dashboards with KPIs. This is the visual platform that we use to see all the data, and it is very important for us because we get all the BI and data. Currently, we have a vendor who helps us with that because we don't know how to use it ourselves. We want to use it to make more dashboards with more KPIs for every department, but we cannot because we don't have the knowledge. We are very dependent on the vendor and the time he has for us."
"They should have full integration with SSO services, like Okta, creating a full service solution."
"There is no such thing as a perfect solution and in the past, I have contacted support to implement new features."
"IT Care Center has some room for improvement in regard to mobile. It doesn't have an application, there is only an adaptable web page, and that is less convenient."
"The UI screens could be a little bit more modern."
"Our business is quite interesting because we actually look at our staff based on their productivity. So if a case is created where we want to track the productivity of the user, sometimes we look at how many actual hours they clocked in to solve the case. We realized that it would take quite a lot of hours, which was unusually high. We want to look at how we can measure that against a baseline. For example, every user should resolve the issue within three hours. We want a certain baseline where they have to resolve the issue within certain times and if they don't, I would get alerted."
"I would like the solution to have a native application for mobile phones. While I have IT Care Center in my mobile, it is not a pure application, like Outlook or Teams."
 

Pricing and Cost Advice

Information not available
"Buy it as one package, not as modules. That is from my knowledge and experience. Most of the time, it has better pricing. They have flexibility by price size in the negotiation."
"The licensing model is very flexible."
"This product is very cheap when compared to other platforms."
"Compared to other products in the market, pricing is reasonable. It does meet our usage and requirements."
"With SysAid, we paid for every end-user. If we had 100 end-users, we had to pay for each one of them. With IT Care Center, we can have as many users as we want. We only pay for the end unit. We have the asset manager and different models that we can use for the same price. So, it reduces costs."
"We reduced our costs compared to our previous solution, which was really expensive. We managed to reduce costs by half by switching to IT Care Center, not including any professional services."
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Company Size

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Large Enterprise
Midsize Enterprise
Small Business
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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.
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...
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Comparisons

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Product Reports

Buyer's Guide
IT Service Management (ITSM)
June 2025
BMC Helix Enterprise Service Management reportDownload BMC Helix Enterprise Service Management product report
Buyer's Guide
IT Care Center
July 2025
IT Care Center reportDownload IT Care Center product report
 

Also Known As

No data available
IT Care Center Asset Management, IT Care Center Analytics, IT Care Center Application Delivery, IT Care Center Service Catalog
 

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

IT Care Center is an affordable end-to-end platform, designed to manage IT operations from ticketing to application development and lifecycle management. The system includes a built-in rapid application development platform that helps organizations meet their specific requirements faster while continuously improving the user experience and a recognised decrease in support costs and incidents ongoing.

The solution can operate as both a cloud and an on-premise service, and it includes a simple user interface, customizable dashboards, internal and external user support, automation, customizable chatbot, SLA management & monitoring tool plus ITIL best practice workflows.

IT Care Center
Buyer's Guide
IT Service Management (ITSM)
June 2025
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