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

BMC Helix ITSM

Cherwell Service Management

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.

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

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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

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

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
Product	Mindshare (%)
BMC Helix ITSM	5.5%
Cherwell Service Management	1.8%
Other	92.7%

IT Service Management (ITSM)

Featured Reviews

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

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

"Taking into account that the main concern is to choose the best delivery for a service, we are very happy with this product, and the feeling is that it pays for it self."

"Customer support is always fantastic and willing to help."

"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."

"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."

"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."

"So far this is the best tool that I have used."

"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."

More BMC Helix ITSM pros

"The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature."

"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 and the reporting functionality are the solution's most valuable features."

"Its integration features, orchestration features, and discovery tools are the most valuable."

"The most valuable features are problem management and change management."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"All our activities are carried out in the one place."

"We use the solution every day and quite extensively."

More Cherwell Service Management pros

Cons

"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."

"Customer Service could use some improvement – while they are technically very good, some of the agents have poorer communication skills than others."

"We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved. During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time."

"The data was slow and the BMC support was lacking."

"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."

"It is too expensive for a small business."

"Certain features can be improved. We find ourselves having to make a lot of customizations to make things work for us."

"The dashboard can be better."

More BMC Helix ITSM cons

"The stability, specifically in the on-premises deployment model, could be improved."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly."

"The support from the actual manufacturer is poor."

"The solution could be more user-friendly."

"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."

"Application service mapping, GRC, SecOps, and things like that need improvement."

"We need to be on VPN in order to set up and access the solution, and that has created some challenges."

"Access is only available if we're on VPN."

More Cherwell Service Management cons

Pricing and Cost Advice

"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."

"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."

"The solution's pricing should come down."

"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."

"There are licenses to use this solution."

"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."

"While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper."

"BMC Helix ITSM is a very cost-effective solution."

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

Computer Software Company

11%

Construction Company

11%

Manufacturing Company

10%

Energy/Utilities Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	14
Large Enterprise	55

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...

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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...

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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

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Comparisons

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Compared 10% of the time

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Compared 4% of the time

Agiloft ITSM ITIL Service Desk Suite vs BMC Helix ITSM

Compared 4% of the time

Freshservice vs BMC Helix ITSM

Compared 3% of the time

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Compared 19% of the time

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Compared 7% of the time

Ivanti Neurons for ITSM vs Cherwell Service Management

Compared 7% of the time

JIRA Service Management vs Cherwell Service Management

Compared 5% of the time

Hornbill Systems Supportworks vs Cherwell Service Management

Compared 4% of the time

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Product Reports

Buyer's Guide

BMC Helix ITSM

May 2026

Download BMC Helix ITSM product report

Buyer's Guide

IT Service Management (ITSM)

May 2026

Download 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

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