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BMC Helix Enterprise Service Management vs OTRS comparison

BMC and OTRS are both solutions in the IT Service Management (ITSM) category. BMC is ranked #25 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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  • 3 Comparison Views
100% willing to recommend
OTRS
  • 169 Views
  • 123 Comparison Views
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Mar 13, 2025

OTRS and BMC Helix Enterprise Service Management compete in service management solutions. BMC Helix stands out due to its advanced technological features.

Features: OTRS offers open-source flexibility, customizable workflows, and accessibility, ideal for cost-effective operations. BMC Helix provides robust AI integration, predictive analytics, and multicloud capabilities, offering extensive management possibilities.

Ease of Deployment and Customer Service: OTRS facilitates straightforward deployment via on-premise or cloud options with reliable support. BMC Helix emphasizes streamlined cloud-based deployment supported by a comprehensive service ecosystem.

Pricing and ROI: OTRS presents a lower initial setup cost, suited for budget-conscious use, with customizable features enhancing ROI. BMC Helix, though higher in setup costs, offers enhanced capabilities with potential for significant long-term ROI through operational efficiencies.

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To learn more, read our detailed IT Service Management (ITSM) Report (Updated: May 2025).
Buyer's Guide
IT Service Management (ITSM)
May 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
1
Ranking in other categories
No ranking in other categories
OTRS
Ranking in IT Service Management (ITSM)
32nd
Average Rating
0.0
Number of Reviews
0
Ranking in other categories
No ranking in other categories
 

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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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 48% of the time
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Product Reports

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

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)
May 2025
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