BMC Helix ITSM vs ManageEngine SupportCenter Plus comparison

BMC Helix and ManageEngine are both solutions in the Help Desk Software category. BMC Helix is ranked #9 with an average rating of 7.8, while ManageEngine is ranked #25 with an average rating of 4.0. BMC Helix holds a 4.8% mindshare in HDS, compared to ManageEngine’s 1.2% mindshare. Additionally, 87% of BMC Helix users are willing to recommend the solution, compared to 66% of ManageEngine users who would recommend it.

BMC Helix ITSM

Read 78 BMC Helix ITSM reviews

7,034 Views
5,838 Comparison Views

87% willing to recommend

ManageEngine SupportCenter ...

Read 5 ManageEngine SupportCenter Plus reviews

1,130 Views
1,107 Comparison Views

66% willing to recommend

BMC Helix ITSM

ManageEngine SupportCenter ...

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

BMC Helix ITSM and ManageEngine SupportCenter Plus are competing in the IT service management domain, with BMC Helix ITSM having the upper hand due to its broad range of integrations and advanced automation capabilities.

Features: BMC Helix ITSM includes robust process automation, AI-driven service management, and comprehensive integration options. It integrates complex workflows and performs data analytics effectively. ManageEngine SupportCenter Plus provides user-friendly ticketing, essential reporting tools, and simple customization capabilities, catering to smaller teams needing straightforward operations.

Room for Improvement: BMC Helix ITSM could improve its user interface to be more intuitive and enhance its deployment process to reduce complexity. There's potential for further simplifying its customization capabilities and reducing the total cost of ownership. ManageEngine SupportCenter Plus could expand its integration options and enhance its automation features. It could also improve its advanced reporting capabilities and further develop its scalability for larger organizations.

Ease of Deployment and Customer Service: BMC Helix ITSM offers flexible deployment choices, including cloud, on-premise, and hybrid models, along with comprehensive support services fitting large enterprises. ManageEngine SupportCenter Plus is recognized for its quick deployment and responsive customer support, ideal for organizations requiring easy implementation and reliable service.

Pricing and ROI: BMC Helix ITSM comes with a higher initial setup cost but offers significant ROI for enterprises seeking advanced features. ManageEngine SupportCenter Plus has a competitive pricing model, providing quicker ROI for small to mid-sized businesses valuing cost efficiency over extensive features.

To learn more, read our detailed BMC Helix ITSM vs. ManageEngine SupportCenter Plus Report (Updated: April 2026).

Buyer's Guide

BMC Helix ITSM vs. ManageEngine SupportCenter Plus

April 2026

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Helped 894,830 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

9th

Average Rating

8.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (8th)

ManageEngine SupportCenter ...

Ranking in Help Desk Software

25th

Average Rating

7.0

Reviews Sentiment

6.2

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of May 2026, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 4.8%, down from 9.8% compared to the previous year. The mindshare of ManageEngine SupportCenter Plus is 1.2%, up from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
BMC Helix ITSM	4.8%
ManageEngine SupportCenter Plus	1.2%
Other	94.0%

Help Desk Software

Featured Reviews

KuldeepNayak

Senior Application Developer BMC at Balfour Beatty

Self-service portal significantly reduces resolution time and transforms service process with advanced features

We initially had a lot of tickets generated via the service desk through calls and emails. Now, we have almost moved out of email creations by introducing the DWP features on the Studio pages, with about 90% of the tickets coming in via our self-service portal. Recent upgrades offer different types of views for particular business lines, which was missing earlier. The new landing pages have allowed us to add banners, images, and internal videos, encouraging most customers to use these DWP self-service features. Resolution time has decreased significantly since implementing the self-service portal. Additionally, the availability of knowledge articles, chatbots, and the new Helix GPT feature has improved service processes.

Read full review

reviewer2650164

VP of IT at a aerospace/defense firm with 51-200 employees

Manual ticketing features hinder workflow, but cost-effective ticket management is ensured

We just use it because it's more trouble to rip it out than to replace it with a more expensive tool. I would not recommend this product to others. If budget is a concern, it might be suitable but it doesn’t excite. Hence, I would rate it a four out of ten.

Read full review

Quotes from Members

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

Pros

"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."

"The most valuable features are the simplicity and the in-duty features."

"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."

"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."

"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."

"Reports have helped us to improve our IT processes, and the main benefit is providing the right information to our decision-makers."

"The versatility and customizability of the product is what I like most."

"I like the digital workplace, it's an appealing feature for me."

More BMC Helix ITSM pros

"The most valuable features are the ITIL compliance and billing."

"When using it predominantly for a help desk solution, it seems like an absolutely fine product."

"The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like."

"The product is very scalable and stable when used as a help desk once it is built out."

"Their technical support has been very helpful and is very good."

"The product teams are continuously on the products trying to improve them; if, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated."

"ManageEngine SupportCenter Plus works fine as a help desk software and is relatively inexpensive."

"We have found the reporting in this product to be very useful."

More ManageEngine SupportCenter Plus pros

Cons

"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."

"Its 50-50, sometimes its great, and other times, not."

"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."

"Needs to make customizable/configurable article templates in the Knowledge Management."

"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."

"BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."

"BMC Helix ITSM is difficult for us to customize, and most customizations require vendor support, which leads to extra costs."

"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."

More BMC Helix ITSM cons

"ManageEngine SupportCenter Plus could improve on workflow automation features."

"I would like to see some kind of project management or portfolio management in a future version."

"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."

"There is no cloud-based version and it would be helpful if it were available."

"There should be more templates that users can utilize immediately."

"The product is very difficult to use and configure and requires specialists."

"The tech support is terrible and that seems to be a part of their business plan."

More ManageEngine SupportCenter Plus cons

Pricing and Cost Advice

"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."

"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."

"It is too expensive for a small business."

"The solution's pricing should come down."

"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."

More BMC Helix ITSM pricing and cost advice

"ManageEngine products will always be the lowest cost in category as that is part of their business model."

"The licensing fees depend on different criteria, including options and sizing."

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Top Industries

By visitors reading reviews

Financial Services Firm

12%

Manufacturing Company

10%

Government

Computer Software Company

Construction Company

19%

Comms Service Provider

12%

University

10%

Performing Arts

10%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	14
Large Enterprise	55

No data available

Questions from the Community

What needs improvement with BMC Helix ITSM?

Although BMC Helix ITSM is a strong enterprise platform, there are areas where it could be improved. One key area is usability and simplification of configuration, especially for new administrators...

See all answers

What is your primary use case for BMC Helix ITSM?

My main use case for BMC Helix ITSM is validating and automating core ITSM workflows, such as incident, change, and service request management. I focus on ensuring that these workflows function cor...

See all answers

What is your experience regarding pricing and costs for BMC Helix ITSM?

My thoughts on the pricing and licensing cost of BMC Helix ITSM are that it is flexible.

See all answers

What is your experience regarding pricing and costs for ManageEngine SupportCenter Plus?

ManageEngine SupportCenter Plus is cheap, around two or three on a scale where ten is the most expensive.

See all answers

What needs improvement with ManageEngine SupportCenter Plus?

ManageEngine SupportCenter Plus could improve on workflow automation features. Currently, everything is very manual, and there's no automated resolution of tickets. The emails ingested to create ti...

See all answers

What is your primary use case for ManageEngine SupportCenter Plus?

We use ManageEngine SupportCenter Plus primarily as a ticketing tool within our company.

See all answers

Comparisons

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Compared 23% of the time

JIRA Service Management vs BMC Helix ITSM

Compared 10% of the time

Zendesk vs BMC Helix ITSM

Compared 4% of the time

Agiloft ITSM ITIL Service Desk Suite vs BMC Helix ITSM

Compared 4% of the time

Cherwell Service Management vs BMC Helix ITSM

Compared 3% of the time

More BMC Helix ITSM Competitors

ServiceNow vs ManageEngine SupportCenter Plus

Compared 19% of the time

Vision Helpdesk vs ManageEngine SupportCenter Plus

Compared 14% of the time

ManageEngine ServiceDesk Plus vs ManageEngine SupportCenter Plus

Compared 14% of the time

Spiceworks vs ManageEngine SupportCenter Plus

Compared 9% of the time

SysAid vs ManageEngine SupportCenter Plus

Compared 7% of the time

More ManageEngine SupportCenter Plus Competitors

Product Reports

Buyer's Guide

BMC Helix ITSM

May 2026

Download BMC Helix ITSM product report

Buyer's Guide

Help Desk Software

April 2026

Download ManageEngine SupportCenter Plus product report

Also Known As

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

No data available

Overview

BMC Helix ITSM offers advanced IT service management, integrating incident, change, and problem management for streamlined operations. Its ITIL Out Of The Box functionality and strong automation tools enhance service delivery, making it a vital tool for comprehensive IT process oversight.

Designed for diverse business environments, BMC Helix ITSM delivers exceptional customization and integration capabilities. Its automation and self-service features enable efficient incident management and service request handling, all while providing robust reporting tools. The platform scales effectively across businesses, supported by intuitive interfaces, built-in workflows, and APIs for seamless change management. This allows organizations to streamline processes and maintain compliance with ease. However, users have identified improvement areas such as user friendliness, cloud management, and the need for a mobile version. Transitioning between versions should be more fluid, and better customer support responsiveness is needed.

What are the most important features?

Call Logging: Efficiently document and manage support requests.
Escalation Features: Automatically prioritize and handle urgent issues.
Customization: Tailor processes to suit specific requirements.
Integration Capabilities: Connect with other tools to enhance data analysis.
Automation: Streamline workflows to improve service efficiency.
Self-Service: Enable users to resolve issues independently.
Service Request Management: Simplify intake and resolution of service requests.
Reporting Tools: Gain insights and improve IT service operations.

What benefits and ROI should users look for?

Operational Efficiency: Enhance productivity through streamlined workflows.
Scalability: Adapt to growing business demands seamlessly.
Compliance: Maintain regulatory standards effortlessly.
Performance: Achieve rapid issue resolution and improved service levels.
Flexibility: Accommodate diverse IT environments with customizable features.

BMC Helix ITSM is widely used across industries for IT service management and enterprise ticketing systems. Organizations leverage its capabilities to manage internal and external service desks, aligning with ITIL best practices. The platform aids in managing infrastructure, ensuring service assurance, and maintaining network provisioning. Through integration with other tools, companies bolster data analysis and automate workflows, enhancing overall operational efficiency.

BMC Helix

ManageEngine SupportCenter Plus offers ITIL compliance, billing capabilities, mobile apps, and reporting features. It's cost-effective and continuously updated for improved functionality, meeting user demands despite minor limitations.

ManageEngine SupportCenter Plus is designed primarily as a ticketing system to facilitate helpdesk and customer service operations, managing issues, incidents, and demand management. It replaces traditional email systems with a streamlined ticket system and records hourly rates along with technician time on tickets, maintaining a comprehensive ticket database. While mobile management is possible, development and configuration require significant resources. Efforts are focused on enhancing automation and simplifying reporting by centralizing data in one location, reflecting a customer-focused approach.

What are the most valued features?

ITIL Compliance: Ensures adherence to international standards.
Billing Capabilities: Tracks and manages financial aspects efficiently.
Mobile Apps: Facilitates remote management and monitoring.
Reporting: Generates useful insights and reports for strategic decisions.
Help Desk Functionality: Provides streamlined ticket management and support workflows.

What benefits and ROI should users look for?

Cost-Effectiveness: Balances functionality with affordability.
Customer-Focused Updates: Regular enhancements that cater to user needs.
Streamlined Operations: Simplifies issue tracking and resolution processes.
Comprehensive Reporting: Provides centralized insights for data-driven decisions.

In industries like IT support and service management, ManageEngine SupportCenter Plus acts as a robust ticketing and helpdesk system, managing incidents and support requests efficiently. Its mobile app capability, though resource-intensive, is beneficial in sectors requiring flexible operations. Efforts in enhancing automation will further strengthen its application across diverse sectors, from service management to tech-focused organizations.

ManageEngine

Sample Customers

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

Brickman Group, SVP Worldwide, Chicago Tribune, Sodexo, Constellation, Lowcost Holidays, Telesur, PayEx, Quintiq, Moblize, Oman Air, Intelligent Hospital Systems

Buyer's Guide

BMC Helix ITSM vs. ManageEngine SupportCenter Plus

April 2026

Free Report: BMC Helix ITSM vs. ManageEngine SupportCenter Plus

Find out what your peers are saying about BMC Helix ITSM vs. ManageEngine SupportCenter Plus and other solutions. Updated: April 2026.

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