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BMC Helix ITSM vs IBM Maximo comparison

 

Comparison Buyer's Guide

Executive Summary

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
Average Rating
8.0
Reviews Sentiment
6.6
Number of Reviews
79
Ranking in other categories
Help Desk Software (6th), IT Service Management (ITSM) (3rd)
IBM Maximo
Average Rating
8.0
Number of Reviews
24
Ranking in other categories
Enterprise Asset Management (EAM) (1st), Billing Software (4th)
 

Mindshare comparison

BMC Helix ITSM and IBM Maximo aren’t in the same category and serve different purposes. BMC Helix ITSM is designed for IT Service Management (ITSM) and holds a mindshare of 8.1%, down 14.0% compared to last year.
IBM Maximo, on the other hand, focuses on Enterprise Asset Management (EAM), holds 23.5% mindshare, down 25.7% since last year.
IT Service Management (ITSM) Market Share Distribution
ProductMarket Share (%)
BMC Helix ITSM8.1%
ServiceNow21.5%
JIRA Service Management8.8%
Other61.599999999999994%
IT Service Management (ITSM)
Enterprise Asset Management (EAM) Market Share Distribution
ProductMarket Share (%)
IBM Maximo23.5%
Oracle Enterprise Asset Management9.3%
IFS Cloud Platform8.9%
Other58.300000000000004%
Enterprise Asset Management (EAM)
 

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.
Omar Samy - PeerSpot reviewer
Improved resource management and streamlined operations enhance organizational efficiency
IBM Maximo could be improved if they added a comprehensive finance module, as that would make it a more complete standalone application. Currently, if you need specific finance software, you need to purchase something such as SAP and integrate it with IBM Maximo. Coverage in this area would help reduce dependency on additional software. Regarding finance features, I would want to see payment capabilities added to IBM Maximo, particularly for factories making payments with providers and collections. This feature isn't adequately covered in IBM Maximo. Additionally, enhanced finance reporting and managing GL would be beneficial. IBM Maximo covers GL but only at a surface level. It doesn't provide deep account analysis.

Quotes from Members

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

Pros

"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."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"The most valuable features are the simplicity and the in-duty features."
"The digital workplace is appealing."
"It's a very integrated solution."
"The most valuable features of BMC Helix ITSM for us are CMDB and discovery."
"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."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"It is configurable, where you can add extra fields to screens and to the database."
"We are very thankful to have IBM integrated with our own Legacy cloud-based system"
"The large range of configurability of the product is great, since everyone has a different way of doing things."
"Its capabilities let us organize our work."
"IBM Maximo is a very strong and powerful tool in the market…Scalability-wise, I rate the solution a ten out of ten."
"Preventive maintenance management."
"Reliable, very configurable, and it's all integrated in the same database."
"The incident management feature is good because it allows you to keep track of and classify issues."
 

Cons

"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."
"Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy."
"They could be more responsive to feedback from their community board."
"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."
"Log in process is unnecessarily complicated."
"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
"It takes a long-time to plan and deploy the on-premise solution."
"Needs less infrastructure requirements."
"​Maximo is a big system, so the initial setup is complex."
"Although you can create notifications with Maximo, the configuration and options could be improved."
"The standard reports that shipped with the package need to be enriched with more advanced reports, especially for the Inventory Management sections."
"Coding can be complex when customization is required."
"I feel that the interface is a little too complicated with a large number of fields to enter."
"Areas for improvement include: an enhanced Service Catalog on Mobile; Agent intelligence; better dashboards for KPIs."
"This solution could improve by integrating or embedding finances, charts of accounts, and invoicing."
"Vendor management needs enhancement."
 

Pricing and Cost Advice

"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."
"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."
"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 is expensive."
"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
"If you are looking for some kind of professional services form the OEM then you would have to purchase that."
"You pay for what you get. There are lots of options depending on how you would like to implement Maximo."
"IBM Maximo offers a licensing application, and you have to comply with the license."
"The concurrent user license is much more effective in management and cost-wise, as it is more suitable for maintenance management."
"$USD700 per agent user."
"​Explore internal processes in order to evaluate the correct number of users in each Maximo module, then evaluate the different offers of pricing and licensing.​"
"The price of IBM Maximo could reduce, it is expensive."
"I do not know about the price of the solution. However, this has been an expensive project overall."
"IBM has changed the licensing policy. As I understand now, they are going from a complex way of licensing to a more simple way of licensing."
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Top Industries

By visitors reading reviews
Computer Software Company
18%
Financial Services Firm
12%
Manufacturing Company
9%
Government
8%
Manufacturing Company
12%
Government
12%
Energy/Utilities Company
9%
Computer Software Company
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business19
Midsize Enterprise14
Large Enterprise54
By reviewers
Company SizeCount
Small Business15
Midsize Enterprise2
Large Enterprise10
 

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...
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Also Known As

Remedy ITSM, Remedy, Helix Remedy, BMC Helix IT Service Management
Maximo
 

Overview

 

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Royal Boskalis Westminster N.V., DTE Energy, Swedish Match, Projetech, Fingrid, East Coast
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM). Updated: August 2025.
866,685 professionals have used our research since 2012.