BMC Helix ITSM vs Cherwell Service Management comparison

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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: November 2022).
653,757 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 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 standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework.""The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial.""The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients.""It has the power to automatize several different tasks in the ITSM world.""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.""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.""The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."

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

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Cons
"The reports need improvement, it is not a good functioning tool.""The interface isn't that great.""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.""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.""The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is.""The notifications that the solution is providing are very helpful, they should keep improving them for the future.""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.""Support could be better."

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

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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."
  • 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 →

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    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 collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the… more »
    Top Answer:In the back office, for the expertise technicians, it's more complex to manage the layout. The back office for the expertise needs work. It's too specialized for technicians. Sorry, they need to… 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
    8,239
    Comparisons
    5,093
    Reviews
    19
    Average Words per Review
    467
    Rating
    7.4
    23rd
    out of 58 in Help Desk Software
    Views
    1,632
    Comparisons
    1,108
    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 Company27%
    Financial Services Firm15%
    Manufacturing Company15%
    Comms Service Provider12%
    VISITORS READING REVIEWS
    Computer Software Company23%
    Government11%
    Financial Services Firm10%
    Comms Service Provider8%
    VISITORS READING REVIEWS
    Computer Software Company16%
    Government15%
    Healthcare Company8%
    Comms Service Provider6%
    Company Size
    REVIEWERS
    Small Business23%
    Midsize Enterprise19%
    Large Enterprise59%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise14%
    Large Enterprise70%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise9%
    Large Enterprise74%
    Buyer's Guide
    BMC Helix ITSM vs. Cherwell Service Management
    November 2022
    Find out what your peers are saying about BMC Helix ITSM vs. Cherwell Service Management and other solutions. Updated: November 2022.
    653,757 professionals have used our research since 2012.

    BMC Helix ITSM is ranked 7th in Help Desk Software with 17 reviews while Cherwell Service Management is ranked 23rd 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 Clarity SM, 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.