BMC Helix Enterprise Service Management vs IT Care Center comparison

BMC Helix and IT Care Center are both solutions in the IT Service Management (ITSM) category. BMC Helix is ranked #24 with an average rating of 7.0, while IT Care Center is ranked #44. Additionally, 100% of BMC Helix users are willing to recommend the solution, compared to 100% of IT Care Center users who would recommend it.

BMC Helix Enterprise Servic...

Read 6 BMC Helix Enterprise Service Management reviews

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100% willing to recommend

IT Care Center

Read 7 IT Care Center reviews

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316 Comparison Views

100% willing to recommend

BMC Helix Enterprise Servic...

IT Care Center

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Executive SummaryUpdated on Dec 28, 2025

IT Care Center and BMC Helix Enterprise Service Management are products in the enterprise IT service management space. IT Care Center stands out for its cost-effectiveness and dependable support, while BMC Helix offers advanced features that may justify its higher price for some buyers.

Features: BMC Helix Enterprise Service Management excels in comprehensive automation, integration capabilities, and supporting a broad scope of IT services. IT Care Center emphasizes simplicity, accessibility, and effective ticketing and tracking features.

Ease of Deployment and Customer Service: BMC Helix offers a cloud-based deployment model and integrates seamlessly into complex IT environments, supported by extensive resources. IT Care Center provides a more straightforward deployment with faster setup times but might not have the depth of support BMC Helix offers.

Pricing and ROI: IT Care Center offers lower setup costs and good ROI for small to mid-sized enterprises seeking essential IT management features. BMC Helix requires a higher initial investment; however, its expansive features and potential for reducing long-term operational costs may benefit larger enterprises.

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

Buyer's Guide

IT Service Management (ITSM)

December 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

8.4

Reviews Sentiment

5.2

Number of Reviews

Ranking in other categories

No ranking in other categories

IT Care Center

Ranking in IT Service Management (ITSM)

44th

Average Rating

8.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

Help Desk Software (45th)

Featured Reviews

Ravi ShankarSundarasan

Senior Enterprise Cloud Architect at Blue Yonder

Integrated multi‑cloud discovery has improved incident control and change workflows

The best features BMC Helix Enterprise Service Management offers include scalability, robust ITIL service management, and excellent discovery for the multi-cloud infrastructure, particularly excelling in change problem management. In terms of features, particularly around change management, the product works very well, allowing me to create multiple kinds of changes such as normal change, expedited change, emergency change, and I can track the changes by logging into the respective portals. BMC Helix Enterprise Service Management has a positive impact on my organization by greatly improving workforce productivity; it creates dashboards for different personas within the organization, including the IT service management leadership team and the infrastructure operations engineering team, which is very useful for the day-to-day ITSM process. Specific metrics showing productivity improvement include our ability to reduce the number of incidents; since cloud workloads are always dynamic, BMC Discovery discovers the products every 24 hours, allowing me to get newly provisioned resources in any cloud platform used in Blue Yonder, which truly helps the infrastructure operations and engineering teams to easily track incidents and the recently provisioned resources.

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Yoram Avraham

Technology and Infrastructure Manager at Colmobil

Simple and quick to implement, easy to use, saves us time and money

This is a very flexible system, which is why I chose the platform. It is flexible with respect to our company processes and workflows, and this is something that is very important to us. The system allows us to configure simple forms and flows, and we use it when new employees are hired, when one transfers from one unit to another, or when one leaves the company. These are the main reasons that I use the functionality of the forms. IT Care Center has very much helped to simplify our IT service management. I have an SLA that commits me to 85% with the company. This platform allows me to provide services at almost 92%. It is very useful from this point of view. This product has helped us to reduce the number of IT tickets because after we have worked on a problem and closed the ticket, we send the user information on what steps we took to solve the problem. With the explanation, a user knows how to deal with the problem if it happens again. The reports also help us to reduce the number of tickets that we have. We look to see what the main reasons are for incidents and look at whether the same problem is recurring. This allows us to fix the problem in basic maintenance, and it has been very successful in helping to reduce the number of related tickets. Using this solution has helped us to reduce costs in two ways, both as a result of having fewer tickets. The first is that we have fewer employees; we have reduced our staff from five people to only three. Second, we have reduced the related hardware costs. We do not need to pay for as many PCs or laptops.

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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

"Overall, I find BMC Helix Enterprise Service Management to be a powerful and comprehensive platform that has significantly improved incident resolution, team coordination, and service delivery in our organization."

"BMC Helix Enterprise Service Management has positively impacted my organization by sending event alerts."

"BMC Helix Enterprise Service Management has really shaped Mahle, my last company, and their IT operations support system in a very formal way."

"We had fewer breaches, ninety-nine percent service uptime, and all these features were very good."

"The support of BMC is generally good and better compared to some competitors."

"BMC Helix Enterprise Service Management is truly an enterprise-class product that assists global enterprises in day-to-day incident, change, and problem management, improving workforce productivity while being scalable and resilient, supporting all multi-cloud infrastructure platforms."

"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."

"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 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."

"It runs smoothly and all of the components are very easy to work with."

"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."

"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."

Cons

"BMC Helix Enterprise Service Management is powerful, but there are areas where I think it could be improved, such as user interface simplification, faster AI learning, and context awareness."

"Regarding my main use case or how BMC Helix Enterprise Service Management works with cloud environments, I believe it needs more interoperability and integration with data platforms such as Salesforce, Snowflake, and Databricks, which requires improvement."

"For me, there was only one thing that could improve 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)."

"BMC Helix Enterprise Service Management could use improvements on the dashboard; having a ready-to-use dashboard that just needs asset information instead of building one from scratch would be helpful."

"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."

"There is no such thing as a perfect solution and in the past, I have contacted support to implement new features."

"They should have full integration with SSO services, like Okta, creating a full service solution."

"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."

"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."

"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."

"The UI screens could be a little bit more modern."

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."

"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."

"This product is very cheap when compared to other platforms."

"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."

"Compared to other products in the market, pricing is reasonable. It does meet our usage and requirements."

"The licensing model is very flexible."

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Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	1
Large Enterprise	8

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	4
Large Enterprise	2

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?

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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Compared 100% of the time

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Compared 43% of the time

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Compared 19% of the time

Atera vs IT Care Center

Compared 14% of the time

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Compared 13% of the time

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Compared 12% of the time

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

December 2025

BMC Helix Enterprise Service Management report

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Buyer's Guide

IT Care Center

January 2026

Download 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 Helix

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)

December 2025

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