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BMC Helix ITSM vs ManageEngine SupportCenter Plus comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

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
6th
Average Rating
8.0
Reviews Sentiment
6.6
Number of Reviews
79
Ranking in other categories
IT Service Management (ITSM) (3rd)
ManageEngine SupportCenter ...
Ranking in Help Desk Software
23rd
Average Rating
7.0
Reviews Sentiment
6.2
Number of Reviews
5
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of July 2025, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 9.3%, down from 12.3% compared to the previous year. The mindshare of ManageEngine SupportCenter Plus is 0.9%, up from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

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.
reviewer2650164 - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"The solution can perform well for large-sized companies."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"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."
"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"The versatility and customizability of the product is what I like most."
"ManageEngine SupportCenter Plus works fine as a help desk software and is relatively inexpensive."
"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."
"We have found the reporting in this product to be very useful."
"Their tech support has been talking to us about expanding features like integrations with Microsoft Teams."
"The most valuable features are the ITIL compliance and billing."
 

Cons

"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"In the next release, I would like to see AI used for classification or categorization."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"The reports need improvement, it is not a good functioning tool."
"The user experience could be better."
"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."
"It needs to be more comfortable for the end-user."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"The business model for the company is to sell low and charge for customization, education or expertise."
"The product is very difficult to use and configure and requires specialists."
"I would like to see some kind of project management or portfolio management in a future version."
"The tech support is terrible and that seems to be a part of their business plan."
"ManageEngine SupportCenter Plus could improve on workflow automation features."
"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."
 

Pricing and Cost Advice

"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."
"There are licenses to use this solution."
"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."
"The solution's pricing should come down."
"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."
"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's a yearly subscription but there are a couple of customers who go for the monthly subscription."
"The licensing fees depend on different criteria, including options and sizing."
"ManageEngine products will always be the lowest cost in category as that is part of their business model."
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Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
14%
Manufacturing Company
8%
Government
8%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

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.
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.
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...
What is your primary use case for ManageEngine SupportCenter Plus?
We use ManageEngine SupportCenter Plus primarily as a ticketing tool within our company.
 

Also Known As

Remedy ITSM, Remedy, Helix Remedy
No data available
 

Overview

 

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
Find out what your peers are saying about BMC Helix ITSM vs. ManageEngine SupportCenter Plus and other solutions. Updated: July 2025.
861,524 professionals have used our research since 2012.