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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
6.7
Number of Reviews
78
Ranking in other categories
Help Desk Software (7th)
HaloITSM
Ranking in IT Service Management (ITSM)
13th
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 June 2025, in the IT Service Management (ITSM) category, the mindshare of BMC Helix ITSM is 10.2%, down from 13.5% compared to the previous year. The mindshare of HaloITSM is 3.3%, up from 1.2% 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

"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."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"Our Change Management and Incident Management​ processes have been greatly improved."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"Technical support has been fine."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"With service requests, we have been able to give visibility to the business users."
"The most valuable aspect is that is is codeless."
"The solution's initial setup process was quite straightforward... I rate the technical support a nine and a half out of ten."
"The product’s UI is very good."
 

Cons

"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."
"The interface isn't that great."
"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."
"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."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"Support could be more skilled. We are wasting too much of our time debugging.​"
"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."
"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."
 

Pricing and Cost Advice

"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."
"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 costly, but it is well worth it."
"The solution's pricing should come down."
"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."
"The price of BMC Helix ITSM could improve their price."
"The price of BMC Helix ITSM is expensive."
"It's $69 per user per month. Only administrators need a license, and there is no limit to the number of endpoints."
"The solution's pricing model is good. Also, they still follow the old concurrent licensing method."
"The product’s pricing is competitive and less complicated."
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Top Industries

By visitors reading reviews
Computer Software Company
18%
Financial Services Firm
14%
Manufacturing Company
8%
Government
8%
Computer Software Company
11%
Healthcare Company
8%
Manufacturing Company
8%
Comms Service Provider
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?
In User Group sessions held by BMC in India, I mentioned the challenges with vast documentation, making it difficult to find the right information quickly. The recent move to a new platform is bene...
What is your primary use case for BMC Helix ITSM?
I am currently working as a BMC Remedy developer. I have been working for over ten years on the BMC platform. My company uses BMC Helix ITSM for IT service management processes.
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: June 2025.
857,162 professionals have used our research since 2012.