BMC Helix ITSM vs ManageEngine ServiceDesk Plus comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between BMC Helix ITSM and ManageEngine ServiceDesk Plus based on real PeerSpot user reviews.

Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed BMC Helix ITSM vs. ManageEngine ServiceDesk Plus Report (Updated: March 2023).
687,256 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification.""The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework.""I like the single sign-on and that administrators can customize.""The most valuable features are the simplicity and the in-duty features.""It's one of the top solutions on the market for ITSM capabilities.""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 most valuable features of BMC Helix ITSM are the ease to use and integration.""It provides a good user experience."

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"The workflow automation is the most valuable feature of this solution.""ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly.""What I found most valuable in ManageEngine ServiceDesk Plus is its ticketing function plus change management, which helps us monitor all service requests within the team and even extend the requests to level two support.""Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that.""Overall this is an easy and convenient solution to use.""There's no problem with the software.""There are a lot of great templates that you can take advantage of.""I like the catalog features and workflow. I also like the knowledge space."

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"They should add some of the bolt-ons into the initial setup, such as chat.""BMC Helix ITSM should improve its price.""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.""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.""The notifications that the solution is providing are very helpful, they should keep improving them for the future.""The interface isn't that great.""When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed.""Support could be better."

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"The solution does not have an automated approach to integration with other ManageEngine products.""Customization has room for improvement in ManageEngine ServiceDesk Plus.""The interface is not the best. The user interface could be more intuitive.""ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure.""It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria.""Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature.""ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive.""The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."

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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."
  • "There are licenses to use this solution."
  • "It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
  • "The price of BMC Helix ITSM could improve their price."
  • "We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."
  • "The price of BMC Helix ITSM is expensive."
  • More BMC Helix ITSM Pricing and Cost Advice →

  • "For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost."
  • "We use the cloud model, which is subscription-based, and each year, the subscription fees seem to go up, making it a more expensive solution."
  • "It is cheaper than the competitors."
  • "As compared to a lot of systems out there, it is more affordable."
  • "Cost-wise, we're quite happy."
  • "ManageEngine ServiceDesk Plus' price is very reasonable."
  • "The price of the solution is low. However, it still could be less expensive."
  • "ManageEngine ServiceDesk Plus is much cheaper than many of its competitors. We pay about nine dollars per agent and one dollar per device. There are no hidden costs."
  • More ManageEngine ServiceDesk Plus Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:There are several differences between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
    Top Answer:The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification.
    Top Answer:There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency. That is why we have come up with other… more »
    Top Answer:The solution is interactive and flexible so engineers find it much easier to work with than other tools.
    Top Answer:The price is much better than other products so pricing is rated an eight out of ten.
    Top Answer:A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management.
    out of 58 in Help Desk Software
    Average Words per Review
    out of 58 in Help Desk Software
    Average Words per Review
    Also Known As
    Remedy ITSM, Remedy, Helix Remedy
    Learn More

    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.”

    ManageEngine ServiceDesk Plus (MSP) is a comprehensive help desk tool that has built-in asset and project management. MSP can be deployed in the cloud or on premises. The solution enables its users to track configuration changes, map relationships, and view graphical displays of data for more informed decision making. 

    The two main focus points of MSP are IT request tracking and asset management. MSP’s integrated centralized management console enables technicians and system administrators to efficiently resolve complex issues and keep track of their organization’s needs and ensure constant availability.

    With MSP's automation of multiple service desk processes, you can easily save time by automating repetitive and simple tasks such as task assignment, notifications, and categorizations. The automation of multiple processes helps reduce errors and lower costs while ensuring a fast turnaround of ticket handling processes.

    ManageEngine ServiceDesk Plus Features and Benefits

    MSP has a wide variety of features to help you optimize your help desk management:

    • Dynamically update workflows: Create visual change workflows on a drag-and-drop canvas and customize these workflows on demand according to your organization’s needs.
    • Implement your workflow’s actions: Define actions such as notifications, switches, and automatic updates and approvals throughout the lifecycle of your workflow.
    • Flexible role administration: Provide custom viewing, editing, and approval access levels to various stakeholders and users.
    • Perform seamless integrations: Integrate with popular third-party products and access them from your IT help desk console.
    • Rapid troubleshooting: Improve your customer service by communicating with users by launching remote sessions directly from their tickets to quickly resolve their issues.

    • Control end-user workstations: Trigger software installation and removal on remote  workstations from within the management console.
    • Automatic anomaly notification: Resolve issues before they affect your enterprise. Automatically receive notification when a performance anomaly is detected in your servers or applications.
    • Auto-assign tickets: The technician auto-assign tool, which can be set up using a load balancing algorithm, eliminates the need to assign tickets to technicians manually. This helps ensure that tickets are distributed to technicians fairly and on time.
    • Automatic notifications and reports: Set up a notification system to guarantee that the necessary notifications reach stakeholders on time, and that customers are kept updated regarding the status of their tickets. In addition, schedule reports to be sent to users periodically. 
    • Implement your custom code: Program flexible automation enhancements with your own custom scripts and run them directly from the main dashboard.
    • Customize templates: Create custom and user-friendly templates using the solution’s simple drag-and-drop canvas. 

    Reviews from Real Users

    MSP stands out among its competitors for a number of reasons. Two major ones are its comprehensive workflow management toolset and the flexibility it offers its users.

    Mykola S., head of global IT delivery at Acino Pharma AG, writes, “CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform.

    Learn more about BMC Helix ITSM
    Learn more about ManageEngine ServiceDesk Plus
    Sample Customers
    Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
    Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
    Top Industries
    Computer Software Company25%
    Manufacturing Company15%
    Financial Services Firm13%
    Comms Service Provider13%
    Computer Software Company20%
    Financial Services Firm10%
    Comms Service Provider6%
    Healthcare Company9%
    Computer Software Company9%
    Computer Software Company16%
    Educational Organization12%
    Comms Service Provider8%
    Company Size
    Small Business21%
    Midsize Enterprise18%
    Large Enterprise62%
    Small Business18%
    Midsize Enterprise13%
    Large Enterprise69%
    Small Business38%
    Midsize Enterprise32%
    Large Enterprise30%
    Small Business28%
    Midsize Enterprise22%
    Large Enterprise51%
    Buyer's Guide
    BMC Helix ITSM vs. ManageEngine ServiceDesk Plus
    March 2023
    Find out what your peers are saying about BMC Helix ITSM vs. ManageEngine ServiceDesk Plus and other solutions. Updated: March 2023.
    687,256 professionals have used our research since 2012.

    BMC Helix ITSM is ranked 8th in Help Desk Software with 23 reviews while ManageEngine ServiceDesk Plus is ranked 6th in Help Desk Software with 25 reviews. BMC Helix ITSM is rated 7.4, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of BMC Helix ITSM writes "Reliable with a good front end and very robust". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes "User-friendly with straightforward although somewhat limited customizations ". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, IBM Maximo, Zendesk Guide and PagerDuty, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshdesk, Zoho Desk and SCSM. See our BMC Helix ITSM vs. ManageEngine ServiceDesk Plus report.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.