BMC Helix ITSM vs IT Care Center comparison

BMC and IT Care Center are both solutions in the Help Desk Software category. BMC is ranked #7 with an average rating of 7.8, while IT Care Center is ranked #43. BMC holds a 9.8% mindshare in HDS, compared to IT Care Center’s 0.2% mindshare. Additionally, 87% of BMC users are willing to recommend the solution, compared to 100% of IT Care Center users who would recommend it.

BMC Helix ITSM

Read 78 BMC Helix ITSM reviews

4,650 Views
349 Comparison Views

87% willing to recommend

IT Care Center

Read 7 IT Care Center reviews

189 Views
12 Comparison Views

100% willing to recommend

BMC Helix ITSM

IT Care Center

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

BMC Helix ITSM and IT Care Center compete in the IT service management category. BMC Helix ITSM holds the upper hand due to its advanced analytics and configuration management, providing a more extensive ITIL compliance platform.

Features: BMC Helix ITSM includes robust incident, change, and problem management. It offers a highly customizable ITIL platform and advanced analytics. IT Care Center provides flexible self-service options, simple ticket generation, and integrations with tools like Slack.

Room for Improvement: BMC Helix ITSM needs better ease of use, agile methodology support, and more intuitive interfaces. IT Care Center requires improvements in mobile responsiveness, advanced administration features, and seamless integrations.

Ease of Deployment and Customer Service: BMC Helix ITSM supports multiple deployment options including on-premises and cloud, although technical support experiences vary. IT Care Center focuses on flexibility with its on-premises and public cloud deployments, while its customer service is generally good but could improve response times.

Pricing and ROI: BMC Helix ITSM is generally high-cost, suggesting negotiation for license management, justifying the investment for larger organizations. IT Care Center offers competitive pricing with a flexible licensing model, suited for smaller businesses seeking comprehensive toolkits with predictable pricing.

To learn more, read our detailed BMC Helix ITSM vs. IT Care Center Report (Updated: May 2025).

Buyer's Guide

BMC Helix ITSM vs. IT Care Center

May 2025

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Helped 858,038 peers since 2012

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 Help Desk Software

7th

Ranking in IT Service Management (ITSM)

3rd

Average Rating

8.0

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

IT Care Center

Ranking in Help Desk Software

43rd

Ranking in IT Service Management (ITSM)

44th

Average Rating

8.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of June 2025, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 9.8%, down from 12.4% compared to the previous year. The mindshare of IT Care Center is 0.2%, up from 0.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Ameet Darole

IT Service Delivery at Abcl

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.

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reviewer1566192

IT Customer Service Manager at a comms service provider with 201-500 employees

Saves time by resolving incidents and requests using self-service automation

* Using 70% of the tool from the perspective of service delivery and incident requests. * Using analytics. That gives us a very good picture of the report: the time, delay, and SLA. * Using the asset management tool inside the system. * Managing the OCR change requests all in this one tool. The solution gives internal users answers and solutions for their daily work around the IT workspace, even if it is their computer, laptops, screens, systems, etc. We have found this tool very easy to use and intuitive for us. It is very easy for me, and I am not a programmer or someone who can write code, but it is very easy for me to make most of the changes that I need in the system without approaching the vendor. The flexibility and customization are very good. It is very easy to change. A lot of the changes that we want to do, we can do ourselves. IT Care Center enables us to configure simple forms and flows. It makes our daily customer-facing work very efficient and easy. For example, if we want to add some new flows or change something, we have the ability to do it by ourselves in our own time and manner. This makes it very efficient.

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Quotes from Members

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

Pros

"Resolution time has decreased significantly since implementing the self-service portal."

"The most valuable feature for our customers using BMC Helix ITSM is change management."

"The most valuable features of BMC Helix ITSM are the ease to use and integration."

"We have seen year over year customer satisfaction improvement for the last five years."

"The solution has good capabilities for analytics."

"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."

"Provides a clean front-end for our users to log requests and has rich ITSM functionality."

"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."

More BMC Helix ITSM pros

"For a user to open a new ticket, it is very simple. That is an important thing. The system is available for users on the main desktop on their computer, so it is very easy to report tickets. It is very clear. Also, we manage the tickets with rules, according to subject and groups, so they are going to the right person in IT."

"It runs smoothly and all of the components are very easy to work with."

"All of my staff is quite familiar with the usage and we customize based on our daily needs and based on different profiles. As a manager, I require diagnostics on a weekly or monthly basis. diagnostics. There needs to be some reporting for management and for my customers' management as well. So we created our own template. All of our different staff were required to do their own tagging or own tracking of cases. We create our own templates. I create my own template for my own weekly and monthly reporting to management. It's quite flexible in the sense that we're able to add our own customized views. We are able to easily export all this information into a proper reporting structure."

"IT Care Center enables us to configure simple forms and flows. It makes our daily customer-facing work very efficient and easy. For example, if we want to add some new flows or change something, we have the ability to do it by ourselves in our own time and manner. This makes it very efficient."

"It also enables us to configure simple forms and flows. The fact that the system is very flexible for adding fields and other forms assists our customer service, as well as myself as the CIO, to easily view my SLAs and KPIs."

"We have a lot of automation running from our HR system to IT Care Center. When a ticket has been raised to us, we can notify hiring managers on the status of every employee. We also get notifications in Slack for every ticket opened."

"It provides the ability to view all information relevant to a task. When you open a task, you can see all sub-tasks and the relevant information underneath it. You don't have to search for all the tasks and cases that are relevant to the same issue. The sub-task listing is the most valuable feature of this solution for us. We are also able to create workflows for things such as new hires and purchase requests. We are using it for onboarding new hires in multiple departments, and we are able to create workflows with IT Care Center. We have subsidiaries, and for every subsidiary, we have different rules. It allows us to put the name of the new hire and the computer and software needs for that subsidiary. Around 30% or 40% of our processes are self-service now. We have additional work to do, but we're getting there. I like the flexibility that IT Care Center provides for creating the forms. I can put the fields, values, dropdowns, etc. It makes things much easier, which is another advantage of this solution. When a user opens a ticket, there are certain values that he or she must enter in order for us to solve the ticket faster. For example, a user must enter his or her email. So, I can create a form with all the things that he or she must do, such as provide an email, phone number, etc. These are required fields. A user can't create a ticket without providing that information. So, it saves time and makes the work efficient."

Cons

"The reports need improvement, it is not a good functioning tool."

"There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view."

"We have experienced outages, because some other customers did something on the same cluster that we share."

"Support could be more skilled. We are wasting too much of our time debugging."

"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."

"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."

"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."

"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."

More BMC Helix ITSM cons

"Our business is quite interesting because we actually look at our staff based on their productivity. So if a case is created where we want to track the productivity of the user, sometimes we look at how many actual hours they clocked in to solve the case. We realized that it would take quite a lot of hours, which was unusually high. We want to look at how we can measure that against a baseline. For example, every user should resolve the issue within three hours. We want a certain baseline where they have to resolve the issue within certain times and if they don't, I would get alerted."

"There is no such thing as a perfect solution and in the past, I have contacted support to implement new features."

"There is no global support. With our previous system, we had 24/7 global support. We need much faster support. When I have an issue and raise a ticket, someone should call me back. They can also think about having object-oriented APEX so that the agents can easily create dashboards instead of having to learn the complete APEX language. This is something very important for us. We are using Oracle APEX for creating certain dashboards with KPIs. This is the visual platform that we use to see all the data, and it is very important for us because we get all the BI and data. Currently, we have a vendor who helps us with that because we don't know how to use it ourselves. We want to use it to make more dashboards with more KPIs for every department, but we cannot because we don't have the knowledge. We are very dependent on the vendor and the time he has for us."

"IT Care Center has some room for improvement in regard to mobile. It doesn't have an application, there is only an adaptable web page, and that is less convenient."

"They should have full integration with SSO services, like Okta, creating a full service solution."

"The UI screens could be a little bit more modern."

"I would like the solution to have a native application for mobile phones. While I have IT Care Center in my mobile, it is not a pure application, like Outlook or Teams."

Pricing and Cost Advice

"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 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."

"If you are looking for some kind of professional services form the OEM then you would have to purchase that."

"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."

"There are licenses to use this solution."

"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 solution's pricing should come down."

"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."

More BMC Helix ITSM pricing and cost advice

"We reduced our costs compared to our previous solution, which was really expensive. We managed to reduce costs by half by switching to IT Care Center, not including any professional services."

"With SysAid, we paid for every end-user. If we had 100 end-users, we had to pay for each one of them. With IT Care Center, we can have as many users as we want. We only pay for the end unit. We have the asset manager and different models that we can use for the same price. So, it reduces costs."

"Compared to other products in the market, pricing is reasonable. It does meet our usage and requirements."

"This product is very cheap when compared to other platforms."

"The licensing model is very flexible."

"Buy it as one package, not as modules. That is from my knowledge and experience. Most of the time, it has better pricing. They have flexibility by price size in the negotiation."

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Top Industries

By visitors reading reviews

Computer Software Company

18%

Financial Services Firm

14%

Manufacturing Company

Government

No data available

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...

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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...

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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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Comparisons

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Compared 53% of the time

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Compared 11% of the time

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Compared 4% of the time

OpenText Service Management (SMAX) vs BMC Helix ITSM

Compared 4% of the time

IBM Maximo vs BMC Helix ITSM

Compared 3% of the time

More BMC Helix ITSM Competitors

No data available

Product Reports

Buyer's Guide

BMC Helix ITSM

June 2025

Download BMC Helix ITSM product report

Buyer's Guide

IT Care Center

June 2025

Download IT Care Center product report

Also Known As

Remedy ITSM, Remedy, Helix Remedy

IT Care Center Asset Management, IT Care Center Analytics, IT Care Center Application Delivery, IT Care Center Service Catalog

Overview

BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.

BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.

Key Features

Some of BMC Helix ITSM’s key features include:

Solves service issues in a way that makes you more efficient. BMC Helix ITSM employs advanced analytic software that searches for areas where your organization can drive efficiencies to provide the best possible service.
Groups issues that recur in a way that streamlines both analysis and incident management. It uses artificial intelligence to identify and solve groups of incidents in real time. The AI automates these processes, which can prove both tedious and time-consuming.
Securely and seamlessly provides services across multi-cloud environments with “a single pane of glass” interface. This allows you to be highly flexible. You can configure your services in a number of different ways without having to worry that your multi-cloud environment won’t be able to support your service management.
The ability to view all of your management data in a way that provides you with clear insights into your system’s management. BMC Helix ITSM enables you to create custom reports and dashboards. This makes it possible for you to see any and all significant trends in your operations and services data.

Reviews from Real Users

BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.

A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”

Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. 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.”

BMC

IT Care Center is an affordable end-to-end platform, designed to manage IT operations from ticketing to application development and lifecycle management. The system includes a built-in rapid application development platform that helps organizations meet their specific requirements faster while continuously improving the user experience and a recognised decrease in support costs and incidents ongoing.

The solution can operate as both a cloud and an on-premise service, and it includes a simple user interface, customizable dashboards, internal and external user support, automation, customizable chatbot, SLA management & monitoring tool plus ITIL best practice workflows.

IT Care Center

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University

Information Not Available

Buyer's Guide

BMC Helix ITSM vs. IT Care Center

May 2025

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