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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

"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"Helix is stable."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"Resolution time has decreased significantly since implementing the self-service portal."
"The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"With service requests, we have been able to give visibility to the business users."
"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 departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"It can be particularly useful for power line operations, enabling linemen in the field to gather information and send it across the country as well as different parts of the world."
"There are not many enterprise asset management systems on the market and not many that have the categories that IBM Maximo has."
"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."
"I have found Work Order management the most valuable feature. Additionally, it is a very robust and powerful solution."
"Reliable, very configurable, and it's all integrated in the same database."
"Its capabilities let us organize our work."
"We are very thankful to have IBM integrated with our own Legacy cloud-based system"
"The most valuable features are the ability to create work orders and preventative maintenance."
 

Cons

"The interface should be more user-friendly, and the customization should be easier."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"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."
"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."
"Support could be more skilled. We are wasting too much of our time debugging.​"
"Encountered issues with scalability and stability."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"I would also love to see consistency across all consoles."
"Coding can be complex when customization is required."
"It was very slow due to the lagging issues. So that was kind of frustrating, considering how slow it was while functioning."
"On a scale of one to ten, where ten is easy and one is difficult, I rate the setup process a two since it is very complicated."
"There are always ways to improve and make things better."
"Revision management of file attachments."
"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."
"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."
 

Pricing and Cost Advice

"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."
"It is too expensive for a small business."
"BMC Helix ITSM is a very cost-effective solution."
"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
"The price of BMC Helix ITSM could improve their price."
"It is costly, but it is well worth it."
"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."
"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."
"The concurrent user license is much more effective in management and cost-wise, as it is more suitable for maintenance management."
"I do not know about the price of the solution. However, this has been an expensive project overall."
"IBM Maximo offers a licensing application, and you have to comply with the license."
"$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.​"
"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."
"The price of IBM Maximo could reduce, it is expensive."
"Explore the possibility of using DB2. You will avoid the cost of SQL Server or Oracle licenses."
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Top Industries

By visitors reading reviews
Computer Software Company
18%
Financial Services Firm
12%
Manufacturing Company
8%
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...
What needs improvement with IBM Maximo?
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 t...
What is your primary use case for IBM Maximo?
My main use case for IBM Maximo is managing maintenance. I used it first as an end user, and later joined the implementation team. Now I'm administrating and implementing IBM Maximo. The transition...
What advice do you have for others considering IBM Maximo?
There are many good implemented functions in IBM Maximo, but I see these two functions as the most valuable ones from my point of view. My advice to others considering IBM Maximo is that top manage...
 

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: September 2025.
867,445 professionals have used our research since 2012.