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BMC Helix ITSM vs Cherwell Service Management comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

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 ITSM
Ranking in Help Desk Software
6th
Ranking in IT Service Management (ITSM)
3rd
Average Rating
8.0
Reviews Sentiment
6.6
Number of Reviews
79
Ranking in other categories
No ranking in other categories
Cherwell Service Management
Ranking in Help Desk Software
26th
Ranking in IT Service Management (ITSM)
28th
Average Rating
7.2
Reviews Sentiment
7.1
Number of Reviews
6
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of July 2025, in the IT Service Management (ITSM) category, the mindshare of BMC Helix ITSM is 9.7%, down from 13.4% compared to the previous year. The mindshare of Cherwell Service Management is 1.0%, up from 0.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Ameet Darole - PeerSpot reviewer
Used for user ticket management, incident management, and event management
We had a manual event management process and a separate monitoring tool called Dynatrace. The alerts generated did not flow to the ITSM tool. With BMC Helix ITSM, the alerts flow and auto-route to respective technical support. If the alerts are resolved, the ticket will be automatically closed. So, the workload and automation are much better now. BMC Helix ITSM is a fast platform, so it is quite manageable. I would recommend BMC Helix ITSM to other users because it is a good solution. Overall, I rate the solution an eight out of ten.
Thobile Moeketsi - PeerSpot reviewer
Having everything in one location has significantly improved our efficiency and reporting
We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"The product's initial setup phase was easy."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"We have seen year over year customer satisfaction improvement for the last five years."
"In general, for incident management, it's okay."
"The most valuable features are problem management and change management."
"All our activities are carried out in the one place."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"The dashboard is very useful to get a quick overview of current tasks."
"The dashboard and the reporting functionality are the solution's most valuable features."
 

Cons

"The interface is one major complaint about this product."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"In the next release, I would like to see AI used for classification or categorization."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"The interface should be more user-friendly, and the customization should be easier."
"Needs less infrastructure requirements."
"They could be more responsive to feedback from their community board."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"Access is only available if we're on VPN."
"The stability, specifically in the on-premises deployment model, could be improved."
 

Pricing and Cost Advice

"It is too expensive for a small business."
"If you are looking for some kind of professional services form the OEM then you would have to purchase that."
"The price of BMC Helix ITSM could improve their price."
"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."
"BMC is a little bit cheaper than ServiceNow, but BMC doesn't have the same capabilities in its entry-level product at the moment. The basic version does not have the DWP features that most of our customers are requesting."
"The solution's pricing should come down."
"There are licenses to use this solution."
"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
"For an ITIL user, the cost is probably about 50 bucks a month."
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Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
14%
Government
8%
Manufacturing Company
8%
Educational Organization
28%
Computer Software Company
16%
Manufacturing Company
7%
Energy/Utilities Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about BMC Helix ITSM?
If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within depart...
What needs improvement with BMC Helix ITSM?
In User Group sessions held by BMC in India, I mentioned the challenges with vast documentation, making it difficult to find the right information quickly. The recent move to a new platform is bene...
What is your primary use case for BMC Helix ITSM?
I am currently working as a BMC Remedy developer. I have been working for over ten years on the BMC platform. My company uses BMC Helix ITSM for IT service management processes.
Ask a question
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Also Known As

Remedy ITSM, Remedy, Helix Remedy
No data available
 

Overview

 

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Ausenco, Highlights for Children, B/E Aerospace
Find out what your peers are saying about BMC Helix ITSM vs. Cherwell Service Management and other solutions. Updated: July 2025.
861,170 professionals have used our research since 2012.