Try our new research platform with insights from 80,000+ expert users

BMC Helix ITSM vs HaloITSM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

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 IT Service Management (ITSM)
3rd
Average Rating
8.0
Reviews Sentiment
6.6
Number of Reviews
79
Ranking in other categories
Help Desk Software (6th)
HaloITSM
Ranking in IT Service Management (ITSM)
12th
Average Rating
9.0
Reviews Sentiment
7.8
Number of Reviews
3
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of July 2025, in the IT Service Management (ITSM) category, the mindshare of BMC Helix ITSM is 9.7%, down from 13.4% compared to the previous year. The mindshare of HaloITSM is 3.5%, up from 1.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Ameet Darole - PeerSpot reviewer
Used for user ticket management, incident management, and event management
We had a manual event management process and a separate monitoring tool called Dynatrace. The alerts generated did not flow to the ITSM tool. With BMC Helix ITSM, the alerts flow and auto-route to respective technical support. If the alerts are resolved, the ticket will be automatically closed. So, the workload and automation are much better now. BMC Helix ITSM is a fast platform, so it is quite manageable. I would recommend BMC Helix ITSM to other users because it is a good solution. Overall, I rate the solution an eight out of ten.
Abhilash Sherkane - PeerSpot reviewer
An affordable and scalable solution that provides an excellent UI and many out-of-the-box integration capabilities
The product’s UI is very good. The tool’s performance is very good. The overall performance of the tool and the navigation is fast. It is very responsive. It has a lot of out-of-the-box integration capabilities with some of the common tools that we want to integrate. If something is not available out of the box, creating or configuring a new integration on HaloITSM is easier compared to other tools.

Quotes from Members

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

Pros

"It's one of the top solutions on the market for ITSM capabilities."
"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 product's initial setup phase was easy."
"BMC Helix ITSM is a good product out-of-box, with a lot of functionalities built-in, so there is no need to worry—just plug and play."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"We have seen year over year customer satisfaction improvement for the last five years."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"The solution can perform well for large-sized companies."
"The product’s UI is very good."
"The solution's initial setup process was quite straightforward... I rate the technical support a nine and a half out of ten."
"The most valuable aspect is that is is codeless."
 

Cons

"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"BMC Helix ITSM is difficult for us to customize, and most customizations require vendor support, which leads to extra costs."
"BMC Helix ITSM should have an easy-to-use user interface."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"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."
"Some parts of the solutions are using the old interface."
"The reports need improvement, it is not a good functioning tool."
"Adding additional fields does not work very well."
"There are no improvements needed. There is very little that HALO has not already built that is not on its roadmap."
"The product does not have its own orchestration engine."
"The solution's integration part needs to improve...In the future release of the solution, I expect to see certain changes in the programming of the solution. A customer of the solution should be able to customize it as per their need."
 

Pricing and Cost Advice

"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."
"If you are looking for some kind of professional services form the OEM then you would have to purchase that."
"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."
"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."
"The price of BMC Helix ITSM is expensive."
"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."
"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."
"The product’s pricing is competitive and less complicated."
"The solution's pricing model is good. Also, they still follow the old concurrent licensing method."
"It's $69 per user per month. Only administrators need a license, and there is no limit to the number of endpoints."
report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
863,901 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
18%
Financial Services Firm
13%
Manufacturing Company
8%
Government
8%
Computer Software Company
9%
Healthcare Company
8%
Manufacturing Company
8%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about BMC Helix ITSM?
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 depart...
What needs improvement with BMC Helix ITSM?
Currently, we are not utilizing the AI functionality in BMC Helix ITSM as we are still in the roadmap and development phase at this point in time. There isn't anything that I would suggest for impr...
What is your primary use case for BMC Helix ITSM?
We use BMC Helix ITSM for the complete end-to-end ITSM suite, mainly for ticketing and service management. BMC Helix ITSM supports our IT service management processes primarily for all incident, pr...
What is your experience regarding pricing and costs for HaloITSM?
The product’s pricing is competitive and less complicated. There is only one license cost, which includes all the components. There's no additional cost component for separate modules. It makes it ...
What needs improvement with HaloITSM?
The product does not have its own orchestration engine. If someone is looking for orchestration, they must look for an external tool.
 

Also Known As

Remedy ITSM, Remedy, Helix Remedy
NetHelpDesk
 

Overview

 

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Innocent Drinks, SKY TV, Sports Direct, Suzuki, Siemens, NHS, Cardiff City Council, Atos, AO.com, Ambitious about Autism, SEPA, York University etc.
Find out what your peers are saying about BMC Helix ITSM vs. HaloITSM and other solutions. Updated: July 2025.
863,901 professionals have used our research since 2012.