BMC Helix ITSM vs Cherwell Service Management comparison

Cancel
You must select at least 2 products to compare!
Comparison Buyer's Guide
Executive Summary

We performed a comparison between BMC Helix ITSM and Cherwell Service Management based on real PeerSpot user reviews.

Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed BMC Helix ITSM vs. Cherwell Service Management Report (Updated: January 2023).
670,523 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product.""BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available.""The solution has good capabilities for analytics.""Technical support has been fine.""The most valuable features of BMC Helix ITSM are the ease to use and integration.""The most valuable features are the simplicity and the in-duty features.""BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC.""It has the power to automatize several different tasks in the ITSM world."

More BMC Helix ITSM Pros →

"All our activities are carried out in the one place.""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 most valuable features are problem management and change management."

More Cherwell Service Management Pros →

Cons
"Log in process is unnecessarily complicated.""The search feature and the dashboard could both be improved.""The interface isn't that great.""Support could be better.""BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services.""Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools.""It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics.""It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."

More BMC Helix ITSM Cons →

"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.""Application service mapping, GRC, SecOps, and things like that need improvement.""Access is only available if we're on VPN."

More Cherwell Service Management Cons →

Pricing and Cost Advice
  • "I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
  • "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."
  • "There are licenses to use this solution."
  • "It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
  • "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."
  • More BMC Helix ITSM Pricing and Cost Advice →

  • "For an ITIL user, the cost is probably about 50 bucks a month."
  • More Cherwell Service Management Pricing and Cost Advice →

    report
    Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
    670,523 professionals have used our research since 2012.
    Questions from the Community
    Top Answer:There are several differences between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
    Top Answer:The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool.
    Top Answer:When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed. BMC solutions are now multiple solutions, they are not one… more »
    Top Answer: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.
    Top Answer:For an ITIL user, the cost is probably about 50 bucks a month.
    Top Answer:Application service mapping, GRC, SecOps, and things like that need improvement.
    Ranking
    7th
    out of 58 in Help Desk Software
    Views
    8,627
    Comparisons
    5,206
    Reviews
    20
    Average Words per Review
    463
    Rating
    7.4
    24th
    out of 58 in Help Desk Software
    Views
    1,632
    Comparisons
    1,082
    Reviews
    3
    Average Words per Review
    412
    Rating
    7.7
    Comparisons
    Also Known As
    Remedy ITSM, Remedy, Helix Remedy
    Learn More
    Overview

    BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.

    BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.

    Key Features

    Some of BMC Helix ITSM’s key features include:

    • Solves service issues in a way that makes you more efficient. BMC Helix ITSM employs advanced analytic software that searches for areas where your organization can drive efficiencies to provide the best possible service.
    • Groups issues that recur in a way that streamlines both analysis and incident management. It uses artificial intelligence to identify and solve groups of incidents in real time. The AI automates these processes, which can prove both tedious and time-consuming.
    • Securely and seamlessly provides services across multi-cloud environments with “a single pane of glass” interface. This allows you to be highly flexible. You can configure your services in a number of different ways without having to worry that your multi-cloud environment won’t be able to support your service management.
    • The ability to view all of your management data in a way that provides you with clear insights into your system’s management. BMC Helix ITSM enables you to create custom reports and dashboards. This makes it possible for you to see any and all significant trends in your operations and services data.

    Reviews from Real Users

    BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.

    A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”

    Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.”

    Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.
    Offer
    Learn more about BMC Helix ITSM
    Learn more about Cherwell Service Management
    Sample Customers
    Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
    Ausenco, Highlights for Children, B/E Aerospace
    Top Industries
    REVIEWERS
    Computer Software Company26%
    Manufacturing Company15%
    Financial Services Firm13%
    Comms Service Provider10%
    VISITORS READING REVIEWS
    Computer Software Company21%
    Government11%
    Financial Services Firm9%
    Comms Service Provider7%
    VISITORS READING REVIEWS
    Government17%
    Computer Software Company14%
    Healthcare Company8%
    Retailer7%
    Company Size
    REVIEWERS
    Small Business21%
    Midsize Enterprise17%
    Large Enterprise62%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise13%
    Large Enterprise70%
    VISITORS READING REVIEWS
    Small Business16%
    Midsize Enterprise9%
    Large Enterprise74%
    Buyer's Guide
    BMC Helix ITSM vs. Cherwell Service Management
    January 2023
    Find out what your peers are saying about BMC Helix ITSM vs. Cherwell Service Management and other solutions. Updated: January 2023.
    670,523 professionals have used our research since 2012.

    BMC Helix ITSM is ranked 7th in Help Desk Software with 22 reviews while Cherwell Service Management is ranked 24th in Help Desk Software with 3 reviews. BMC Helix ITSM is rated 7.4, while Cherwell Service Management is rated 7.6. The top reviewer of BMC Helix ITSM writes "Lacking report functionality, complex to operate, but useful interactive activity logs". On the other hand, the top reviewer of Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, IBM Maximo and IFS Applications, whereas Cherwell Service Management is most compared with ServiceNow, Ivanti Service Desk , HEAT Service Management, JIRA Service Management and ManageEngine ServiceDesk Plus. See our BMC Helix ITSM vs. Cherwell Service Management report.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.