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BMC Helix ITSM vs ConnectWise Manage comparison

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BMC Helix ITSM vs. ConnectWise Manage
July 2022
Find out what your peers are saying about BMC Helix ITSM vs. ConnectWise Manage and other solutions. Updated: July 2022.
621,703 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"It's a very integrated solution.""It's one of the top solutions on the market for ITSM capabilities.""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 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.""Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets.""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.""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."

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"I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for.""I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status.""The initial setup isn't too difficult.""All the features of ConnectWise Manage are valuable. However, ticketing, customer management, customer communication, technician efficiency, calendars, coding, billing, invoicing, and contract management are available. It's a complete solution. Additionally, the company is responsive with the ability to progress or make necessary changes happen.""Contains every feature that a VAR or MSP would want.""The ease of reporting is valuable. We have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that. It is helpful for measuring how we're doing in our performance.""It's a nice ticketing system.""The product has been pretty stable so far."

More ConnectWise Manage Pros →

Cons
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself.""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.""The reports need improvement, it is not a good functioning tool.""It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues.""Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases.""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.""The interface isn't that great.""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."

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"All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous.""Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience.""Sometimes it is a little bit slow, which is the only complaint I have about it.""It would be nice if ConnectWise gave us more flexibility when using customized fields in the interface. You can set up a user-defined field, but those don't port over to tables. It's really inconvenient.""A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working.""The custom reporting needs to be improved.""ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics.""The tracking inventory or the way it tracks the products is not very good."

More ConnectWise Manage Cons →

Pricing and Cost Advice
  • "It is too expensive for a small business."
  • "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."
  • "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."
  • More BMC Helix ITSM Pricing and Cost Advice →

  • "The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."
  • "We're paying $940 a month for 14 users."
  • "The pricing of ConnectWise Manage is reasonable."
  • More ConnectWise Manage 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:It's one of the top solutions on the market for ITSM capabilities.
    Top Answer:We used to use it and we don't want to use it anymore. We're actually now replacing it. The interface isn't that great. Also, it just doesn't integrate with as many systems as ServiceNow. The initial… more »
    Top Answer:I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're… more »
    Top Answer:The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a… more »
    Top Answer:There are some edit and mass edit functions that don't exist. You can mass delete tickets or mass move tickets from one board to another, but you can't mass change a company. So, if you've got 40… more »
    Ranking
    6th
    out of 56 in Help Desk Software
    Views
    7,880
    Comparisons
    5,065
    Reviews
    15
    Average Words per Review
    462
    Rating
    7.1
    5th
    out of 56 in Help Desk Software
    Views
    1,126
    Comparisons
    726
    Reviews
    11
    Average Words per Review
    636
    Rating
    8.3
    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.”

    What is ConnectWise Manage?  

    ConnectWise Manage is a proven Professional Service Automation (PSA) solution that works with your Managed Service Provider (MSP) or Technology Success Provider (TSP) to ensure everything is working right. ConnectWise Manage will create a single view via a single data layer, so you can clarify and streamline what’s actually happening in your business at all times.

    Here are some key features available with ConnectWise Manage:

    • Help Desk Automation: Help desk automation and workflow functionality are designed to streamline support operations by keeping your help desk responsive and productive no matter how challenging the issue is.
    • Cloud Billing: You will be able to bill, monitor, and manage your clients’ SaaS apps.  Cloud billing helps you easily manage, monitor, and bill for other public cloud services, such as Microsoft 365 and Cisco Cloud Solutions. You can automatically reconcile spreadsheets from any vendor, eliminate billing disputes, increase productivity and save money.
    • Project Management: You have the tools that your team needs to track the progress of multi-faceted projects and project milestones, so you can deliver what you promise to your clients on time, every time, and on budget. With customizable work plans, project templates, efficient dispatching, management-level visibility, and more, ConnectWise Manage helps keep projects running smoothly at all times.
    • Reporting: Leverage the ConnectWise Manage Reporting engine to make data-driven decisions with insights and metrics across all areas of your business. You get full visibility into all your projects and tickets your team is working on and see where the gaps in productivity are occurring and make real-time adjustments when necessary. You can easily reassign tasks or reroute tickets to ensure you never miss a deadline, projects are always finished timely, and client satisfaction is maintained. There are also reporting functions to help maintain inventory integrity and asset protection to guard your margins and keep your profitability continually growing.

    ConnectWise Benefits 

    • Improve Communication: Your teams will be aware at all times of the progress of the project or tickets, etc. Everyone is focused on the same goal and the same outcome moving in the same direction, keeping the workflow running smoothly and making for a very profitable business process.
    • Improve Client Relations: Clients will have a greater satisfaction level when they can see how smoothly everything is progressing and that the staff and teams are accountable to achieve success. The ConnectWise Customer Portal offers clients an opportunity to interact with your team, which brings a greater improved value to the overall experience and gives everyone involved a greater level of confidence and satisfaction that the outcome will be a successful one.
    • Increase Productivity and Profitability: ConnectWise helps all your business processes run more smoothly and will even streamline the billing process, which will ultimately minimize cost, decrease inefficiencies, and improve profitability.

    Reviews from Real Users

    “It's completely integrated and does everything we want it to do,” says Rick M., director of business development at Frontblade Systems Inc. 

    Another reviewer, who is an IT specialist at a tech service company relates, “Reliable ticketing system, that is easy to install and is easy to scale”




    Offer
    Learn more about BMC Helix ITSM
    Learn more about ConnectWise Manage
    Sample Customers
    Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
    IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels
    Top Industries
    REVIEWERS
    Computer Software Company23%
    Financial Services Firm16%
    Manufacturing Company16%
    Comms Service Provider13%
    VISITORS READING REVIEWS
    Computer Software Company31%
    Comms Service Provider12%
    Government9%
    Financial Services Firm8%
    VISITORS READING REVIEWS
    Computer Software Company29%
    Comms Service Provider15%
    Educational Organization5%
    Manufacturing Company5%
    Company Size
    REVIEWERS
    Small Business22%
    Midsize Enterprise19%
    Large Enterprise58%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise13%
    Large Enterprise72%
    REVIEWERS
    Small Business88%
    Midsize Enterprise12%
    VISITORS READING REVIEWS
    Small Business37%
    Midsize Enterprise16%
    Large Enterprise47%
    Buyer's Guide
    BMC Helix ITSM vs. ConnectWise Manage
    July 2022
    Find out what your peers are saying about BMC Helix ITSM vs. ConnectWise Manage and other solutions. Updated: July 2022.
    621,703 professionals have used our research since 2012.

    BMC Helix ITSM is ranked 6th in Help Desk Software with 17 reviews while ConnectWise Manage is ranked 5th in Help Desk Software with 12 reviews. BMC Helix ITSM is rated 7.2, while ConnectWise Manage is rated 8.4. 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 ConnectWise Manage writes "Its macros, shortcuts and custom queries are really helpful ". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, IBM Maximo and Zendesk Guide, whereas ConnectWise Manage is most compared with ServiceNow, JIRA Service Management, SCSM, ManageEngine ServiceDesk Plus and Datto Autotask Professional Services Automation. See our BMC Helix ITSM vs. ConnectWise Manage report.

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    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.