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BMC Helix ITSM vs Cherwell Service Management comparison

BMC Helix and Ivanti are both solutions in the IT Service Management (ITSM) category. BMC Helix is ranked #8 with an average rating of 7.8, while Ivanti is ranked #25. BMC Helix holds a 5.5% mindshare in ISM, compared to Ivanti’s 1.8% mindshare. Additionally, 87% of BMC Helix users are willing to recommend the solution, compared to 80% of Ivanti users who would recommend it.
BMC Helix ITSM
Read 78 BMC Helix ITSM reviews
  • 7,034 Views
  • 5,909 Comparison Views
87% willing to recommend
Cherwell Service Management
Read 6 Cherwell Service Management reviews
  • 1,603 Views
  • 1,282 Comparison Views
80% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

BMC Helix ITSM and Cherwell Service Management compete in the IT Service Management category. BMC Helix ITSM seems to have the upper hand due to better user reviews regarding pricing and support, while Cherwell excels in feature robustness.

Features: BMC Helix ITSM enhances efficiency with automation, predictive capabilities, and integration with third-party applications. Cherwell Service Management provides extensive customization options, a flexible workflow engine, and call logging and escalation features that are user-friendly.

Room for Improvement: BMC Helix ITSM could improve in initial setup complexity, flexibility in customizations, and user interface simplicity. Cherwell Service Management might benefit from shorter deployment timelines, enhanced base-level features without customization, and cost-effective integrations with other platforms.

Ease of Deployment and Customer Service: BMC Helix ITSM offers a quick cloud-based deployment and responsive customer service, contrasting with Cherwell's flexible but potentially longer timelines due to its on-premises and cloud options. Customer service experiences vary based on these deployment models.

Pricing and ROI: BMC Helix ITSM may have higher initial setup costs but provides strong ROI through operational efficiencies and automation. Cherwell Service Management offers competitive pricing with strong value in customizable solutions, though ROI can differ based on usage scale.

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To learn more, read our detailed BMC Helix ITSM vs. Cherwell Service Management Report (Updated: May 2026).
Buyer's Guide
BMC Helix ITSM vs. Cherwell Service Management
May 2026
Download the complete report
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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 ITSM
Ranking in Help Desk Software
9th
Ranking in IT Service Management (ITSM)
8th
Average Rating
8.0
Reviews Sentiment
6.5
Number of Reviews
78
Ranking in other categories
No ranking in other categories
Cherwell Service Management
Ranking in Help Desk Software
29th
Ranking in IT Service Management (ITSM)
25th
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 May 2026, in the IT Service Management (ITSM) category, the mindshare of BMC Helix ITSM is 5.5%, down from 11.2% compared to the previous year. The mindshare of Cherwell Service Management is 1.8%, up from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM) Mindshare Distribution
ProductMindshare (%)
BMC Helix ITSM5.5%
Cherwell Service Management1.8%
Other92.7%
IT Service Management (ITSM)
 

Featured Reviews

KN
KuldeepNayak
Senior Application Developer BMC at Balfour Beatty
Self-service portal significantly reduces resolution time and transforms service process with advanced features
We initially had a lot of tickets generated via the service desk through calls and emails. Now, we have almost moved out of email creations by introducing the DWP features on the Studio pages, with about 90% of the tickets coming in via our self-service portal. Recent upgrades offer different types of views for particular business lines, which was missing earlier. The new landing pages have allowed us to add banners, images, and internal videos, encouraging most customers to use these DWP self-service features. Resolution time has decreased significantly since implementing the self-service portal. Additionally, the availability of knowledge articles, chatbots, and the new Helix GPT feature has improved service processes.
Read full review
Thobile Moeketsi - PeerSpot reviewer
Thobile Moeketsi
Senior Manager at Sasria SOC Ltd.
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.
Read full review

Quotes from Members

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

Pros

"It provides a good user experience."
"It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"
"The ability to utilise CMDB information is the most valuable feature for us as it helps us to see interlinkages between CIs."
"The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information."
"To me, I would say this is one of the best solution for Enterprise customers to fulfill their business needs."
"In BMC, you can do absolutely anything; you can customize, you can configure, and you can customize and develop pretty much anything."
"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 departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
More BMC Helix ITSM pros
"The dashboard and the reporting functionality are the solution's most valuable features."
"The most valuable features are problem management and change management."
"Its integration features, orchestration features, and discovery tools are the most valuable."
"The dashboard is very useful to get a quick overview of current tasks."
"The most valuable features are problem management and change management."
"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."
"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."
"All our activities are carried out in the one place."
More Cherwell Service Management pros
 

Cons

"Functionality-wise, it falls short of our expectations."
"It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."
"It has created more layers of bureaucracy."
"The amount of software issues are still too big, even considering the complexity of the tool."
"Log in process is unnecessarily complicated."
"They could be more responsive to feedback from their community board."
"It has created more layers of bureaucracy."
"We have experienced outages, because some other customers did something on the same cluster that we share."
More BMC Helix ITSM cons
"The solution could be more user-friendly."
"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."
"We need to be on VPN in order to set up and access the solution, and that has created some challenges."
"Agile delivery should be supported."
"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 stability, specifically in the on-premises deployment model, could be improved."
"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."
More Cherwell Service Management cons
 

Pricing and Cost Advice

"I rate the product price an eight on a scale of one to ten, where one is cheap, and ten is expensive. The solution is expensive."
"It is too expensive for a small business."
"If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost."
"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
"The solution's pricing should come down."
"The cost is relatively high, especially for the BMC Controller application. However, the expense is justified by the standard and reliable features it offers. This product's reputation in the market is strong, providing assurance in terms of data and other considerations."
"Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed."
"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."
More BMC Helix ITSM pricing and cost advice
"For an ITIL user, the cost is probably about 50 bucks a month."
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Top Industries

By visitors reading reviews
Financial Services Firm
12%
Manufacturing Company
10%
Government
6%
Computer Software Company
5%
Construction Company
11%
Computer Software Company
11%
Manufacturing Company
10%
Healthcare Company
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business19
Midsize Enterprise14
Large Enterprise55
No data available
 

Questions from the Community

What needs improvement with BMC Helix ITSM?
Although BMC Helix ITSM is a strong enterprise platform, there are areas where it could be improved. One key area is usability and simplification of configuration, especially for new administrators...
See all answers
What is your primary use case for BMC Helix ITSM?
My main use case for BMC Helix ITSM is validating and automating core ITSM workflows, such as incident, change, and service request management. I focus on ensuring that these workflows function cor...
See all answers
What is your experience regarding pricing and costs for BMC Helix ITSM?
My thoughts on the pricing and licensing cost of BMC Helix ITSM are that it is flexible.
See all answers
Ask a question
Earn 20 points
 

Comparisons

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JIRA Service Management vs BMC Helix ITSM Logo
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Zendesk vs BMC Helix ITSM Logo
Zendesk vs BMC Helix ITSM
Compared 4% of the time
Agiloft ITSM ITIL Service Desk Suite vs BMC Helix ITSM Logo
Agiloft ITSM ITIL Service Desk Suite vs BMC Helix ITSM
Compared 4% of the time
Freshservice vs BMC Helix ITSM Logo
Freshservice vs BMC Helix ITSM
Compared 3% of the time
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ServiceNow vs Cherwell Service Management Logo
ServiceNow vs Cherwell Service Management
Compared 19% of the time
Freshservice vs Cherwell Service Management Logo
Freshservice vs Cherwell Service Management
Compared 7% of the time
Ivanti Neurons for ITSM vs Cherwell Service Management Logo
Ivanti Neurons for ITSM vs Cherwell Service Management
Compared 7% of the time
JIRA Service Management vs Cherwell Service Management Logo
JIRA Service Management vs Cherwell Service Management
Compared 5% of the time
Hornbill Systems Supportworks vs Cherwell Service Management Logo
Hornbill Systems Supportworks vs Cherwell Service Management
Compared 4% of the time
More Cherwell Service Management Competitors
 

Product Reports

Buyer's Guide
BMC Helix ITSM
May 2026
BMC Helix ITSM reportDownload BMC Helix ITSM product report
Buyer's Guide
IT Service Management (ITSM)
May 2026
Cherwell Service Management reportDownload Cherwell Service Management product report
 

Also Known As

Remedy ITSM, Remedy, Helix Remedy, BMC Helix IT Service Management
No data available
 

Overview

BMC Helix ITSM offers advanced IT service management, integrating incident, change, and problem management for streamlined operations. Its ITIL Out Of The Box functionality and strong automation tools enhance service delivery, making it a vital tool for comprehensive IT process oversight.

Designed for diverse business environments, BMC Helix ITSM delivers exceptional customization and integration capabilities. Its automation and self-service features enable efficient incident management and service request handling, all while providing robust reporting tools. The platform scales effectively across businesses, supported by intuitive interfaces, built-in workflows, and APIs for seamless change management. This allows organizations to streamline processes and maintain compliance with ease. However, users have identified improvement areas such as user friendliness, cloud management, and the need for a mobile version. Transitioning between versions should be more fluid, and better customer support responsiveness is needed.

What are the most important features?
  • Call Logging: Efficiently document and manage support requests.
  • Escalation Features: Automatically prioritize and handle urgent issues.
  • Customization: Tailor processes to suit specific requirements.
  • Integration Capabilities: Connect with other tools to enhance data analysis.
  • Automation: Streamline workflows to improve service efficiency.
  • Self-Service: Enable users to resolve issues independently.
  • Service Request Management: Simplify intake and resolution of service requests.
  • Reporting Tools: Gain insights and improve IT service operations.
What benefits and ROI should users look for?
  • Operational Efficiency: Enhance productivity through streamlined workflows.
  • Scalability: Adapt to growing business demands seamlessly.
  • Compliance: Maintain regulatory standards effortlessly.
  • Performance: Achieve rapid issue resolution and improved service levels.
  • Flexibility: Accommodate diverse IT environments with customizable features.

BMC Helix ITSM is widely used across industries for IT service management and enterprise ticketing systems. Organizations leverage its capabilities to manage internal and external service desks, aligning with ITIL best practices. The platform aids in managing infrastructure, ensuring service assurance, and maintaining network provisioning. Through integration with other tools, companies bolster data analysis and automate workflows, enhancing overall operational efficiency.

BMC Helix

Cherwell Service Management is designed to provide scalable and stable support for IT processes. Enhancing reporting and management interactions, it benefits departments with its integration features, knowledge base, and open architecture.

Cherwell Service Management simplifies task and resource management for organizations handling incident, problem, and change management. With its robust framework, hospitals manage clinical and non-clinical incidents, while integration options like Azure facilitate ITSM and CMDB discovery. The platform's strong reporting capabilities support recording incidents and changes, enabling diverse enterprise applications. Enhancements are needed in areas like agility support and JIRA integration.

What are the key features of Cherwell Service Management?
  • Dashboard: Offers quick task overviews for enhanced productivity.
  • Reporting Functionality: Simplifies data analysis and communication.
  • Self-Service Capabilities: Empowers users to resolve issues independently.
  • Integration and Orchestration: Ensures seamless connectivity with other tools.
  • Change Management: Provides stability in adapting processes.
What benefits should users consider when evaluating Cherwell Service Management?
  • Scalability: Supports growth and adaptation in IT environments.
  • Knowledge-Based Feature: Facilitates improved decision-making and compliance.
  • Functional Dashboards: Allow interactive data exploration through drill-down features.
  • Ease of Use: Open architecture benefits diverse departmental needs.

In hospitals, Cherwell Service Management handles both clinical and non-clinical incident management with integrations like ink cartridge tracking. Middle-sized teams increase efficiency in task management, while companies utilize its CMDB discovery for ITSM needs. Modernization is essential for mobile interfaces and VPN access, ensuring improved user interaction.

Ivanti
 

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Ausenco, Highlights for Children, B/E Aerospace
Buyer's Guide
BMC Helix ITSM vs. Cherwell Service Management
May 2026
Free Report: BMC Helix ITSM vs. Cherwell Service Management
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