BMC Helix Enterprise Service Management vs OTRS comparison

BMC and OTRS are both solutions in the IT Service Management (ITSM) category. BMC is ranked #24 with an average rating of 7.0, while OTRS is ranked #32. Additionally, 100% of BMC users are willing to recommend the solution.

BMC Helix Enterprise Servic...

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100% willing to recommend

OTRS

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BMC Helix Enterprise Servic...

OTRS

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Executive SummaryUpdated on Jun 15, 2025

OTRS and BMC Helix Enterprise Service Management are competing in the enterprise service management category. BMC Helix appears to have the upper hand due to its advanced features and integration capabilities, providing more value for its price.

Features: OTRS offers simplified ticketing, customizable workflows, and transparency features. BMC Helix provides comprehensive automation, AI-driven insights, and robust integration capabilities, making it well-suited for complex enterprise environments.

Ease of Deployment and Customer Service: OTRS supports both on-premise and cloud-based deployments, offering flexibility. BMC Helix is cloud-native, streamlining deployment but requiring good network infrastructure. OTRS provides responsive customer support, while BMC Helix enhances service with AI-driven tools and dedicated implementation assistance.

Pricing and ROI: OTRS generally has a lower upfront cost with flexible pricing models, potentially offering a quicker ROI. BMC Helix, though more expensive initially, provides significant long-term ROI through enhanced automation and efficiency gains, making it a sustainable investment for larger enterprises.

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

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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

Ranking in other categories

No ranking in other categories

OTRS

Ranking in IT Service Management (ITSM)

32nd

Average Rating

0.0

Number of Reviews

Ranking in other categories

No ranking in other categories

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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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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Product Reports

Buyer's Guide

IT Service Management (ITSM)

June 2025

BMC Helix Enterprise Service Management report

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Buyer's Guide

IT Service Management (ITSM)

June 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

With ITSM software your company works more efficiently, employees are more motivated and customers are more satisfied
Make your business even more successful and optimize your company’s processes. The OTRS cloud-based ITSM tool is the solution for improving customer and service-oriented work – individually adapted to your organization.
Take IT service management to the next level. An investment in the future of your company in response to the ever-increasing ITSM demands.

OTRS

Buyer's Guide

IT Service Management (ITSM)

June 2025

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