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 #26. BMC Helix holds a 5.4% mindshare in ISM, compared to Ivanti’s 1.7% 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

5,948 Views
5,056 Comparison Views

87% willing to recommend

Cherwell Service Management

Read 6 Cherwell Service Management reviews

1,331 Views
1,038 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: April 2026).

Buyer's Guide

BMC Helix ITSM vs. Cherwell Service Management

April 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

28th

Ranking in IT Service Management (ITSM)

26th

Average Rating

7.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of April 2026, in the IT Service Management (ITSM) category, the mindshare of BMC Helix ITSM is 5.4%, down from 11.5% compared to the previous year. The mindshare of Cherwell Service Management is 1.7%, 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	5.4%
Cherwell Service Management	1.7%
Other	92.9%

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

"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."

"The solution has good capabilities for analytics."

"BMC products have been built over the years to make them highly stable and scalable, inline with the ITIL best practice."

"Service Request Management was the first big win for our company."

"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."

"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."

"Provides a clean front-end for our users to log requests and has rich ITSM functionality."

"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"

More BMC Helix ITSM pros

"The dashboard is very useful to get a quick overview of current tasks."

"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."

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

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

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

"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."

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

More Cherwell Service Management pros

Cons

"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."

"Version 20.02 was stable, but I don't think 20.08 is quite stable because we have identified many bugs and reported them to BMC."

"Many things still need improvement, and they are mostly related to the customization aspects of the tool."

"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."

"The documentation could improve in BMC Helix ITSM."

"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."

"The traditional UI of Remedy is somewhat of a weak point from the end user perspective."

"This is a complex product that is quite expensive and there are other solutions out there at a lower cost, or you could work a trouble ticket system by using a Microsoft product."

More BMC Helix ITSM cons

"The solution could be more user-friendly."

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

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

"The support from the actual manufacturer is poor."

"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."

"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."

More Cherwell Service Management cons

Pricing and Cost Advice

"The price of BMC Helix ITSM is expensive."

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

"It is costly, but it is well worth it."

"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."

"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."

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

"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."

"It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."

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%

Computer Software Company

Government

Construction Company

11%

Computer Software 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.

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Comparisons

ServiceNow vs BMC Helix ITSM

Compared 24% of the time

JIRA Service Management vs BMC Helix ITSM

Compared 10% of the time

Zendesk vs BMC Helix ITSM

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

More BMC Helix ITSM Competitors

ServiceNow vs Cherwell Service Management

Compared 22% of the time

Ivanti Neurons for ITSM vs Cherwell Service Management

Compared 7% of the time

Freshservice vs Cherwell Service Management

Compared 6% 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

More Cherwell Service Management Competitors

Product Reports

Buyer's Guide

BMC Helix ITSM

April 2026

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Buyer's Guide

IT Service Management (ITSM)

April 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

April 2026

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