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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
23
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 9.7%, down 13.4% compared to last year.
IBM Maximo, on the other hand, focuses on Enterprise Asset Management (EAM), holds 25.7% mindshare, down 27.0% since last year.
IT Service Management (ITSM)
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.
Jose Pedro Muñoz - PeerSpot reviewer
A very strong and powerful tool in the market preferred by a variety of industries
I rate the technical support a seven out of ten. Three levels of support in IBM. The first one is a fixed level, while levels two and three are very good. Here, level one is not very good, as it takes time to go from level one to level two and from level two to level three. So, level one is of low capacity.

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."
"Resolution time has decreased significantly since implementing the self-service portal."
"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"It's one of the top solutions on the market for ITSM capabilities."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"It provides a good user experience."
"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."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"Work order management and scalability enables the businesses' needs to be met."
"We were doing all kinds of paperwork for every type of order and to maintain our assets but with the use of the IBM Maximo application, we can automate a lot of the processes."
"The large range of configurability of the product is great, since everyone has a different way of doing things."
"IBM Maximo is a very strong and powerful tool in the market…Scalability-wise, I rate the solution a ten out of ten."
"The Preventive Maintenance feature, especially in its inspection routines and KPI abilities, is valuable."
"They have a real strength of tracking the asset itself along with the condition of the asset, the maintenance of the asset and who has access to the asset, etc."
"The most valuable features are the ability to create work orders and preventative maintenance."
"We can manage, organize, and track incidents, claims, jobs, tasks, preventive and corrective maintenance, locations, and assets."
 

Cons

"They should add some of the bolt-ons into the initial setup, such as chat."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"The interface should be more user-friendly, and the customization should be easier."
"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."
"We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved. During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time."
"Some parts of the solutions are using the old interface."
"The standard reports that shipped with the package need to be enriched with more advanced reports, especially for the Inventory Management sections."
"You can get lost using the application"
"Revision management of file attachments."
"IBM Maximo can improve the financial support and financial application, to make it more similar to an ERP as opposed to an EAM. Overall they can improve the financial processes."
"IBM is a big company and they have a lot of products. Level One, the first level of tech support, is the one that is used to stop the tsunami. For everyone, it's always work to get past that."
"The latest version is slow due to the power it requires."
"The solution is not stable. We can have one day when it is stable and another day it is not. Sometimes it crashes or becomes very slow, and there are times we are not even able to download all the databases. Without the database, we cannot work on that application. These are the small glitches, and stability issues we are facing."
"There are always ways to improve and make things better."
 

Pricing and Cost Advice

"There are licenses to use this solution."
"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 price of BMC Helix ITSM could improve their price."
"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."
"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."
"BMC Helix ITSM is a very cost-effective solution."
"If you are looking for some kind of professional services form the OEM then you would have to purchase that."
"The price of BMC Helix ITSM is expensive."
"On a scale from one to ten, where one is low and ten is high, I rate the pricing a nine. The price is very high."
"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."
"Where available, concurrent licenses can be more cost efficient and provide more flexibility."
"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."
"​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.​"
"$USD700 per agent user."
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Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
14%
Government
8%
Manufacturing Company
8%
Manufacturing Company
12%
Government
11%
Energy/Utilities Company
11%
Computer Software Company
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

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.
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Also Known As

Remedy ITSM, Remedy, Helix Remedy
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: June 2025.
860,825 professionals have used our research since 2012.