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BMC Helix ITSM vs Micro Focus Service Anywhere [EOL] 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
6.5
Number of Reviews
78
Ranking in other categories
Help Desk Software (9th), IT Service Management (ITSM) (8th)
Micro Focus Service Anywher...
Average Rating
8.0
Number of Reviews
15
Ranking in other categories
No ranking in other categories
 

Featured Reviews

KN
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.
it_user568017 - PeerSpot reviewer
CTO at a financial services firm with 51-200 employees
It is accurate, secure and stable.
Anything that can basically reduce the amount of time that the guys spend working on a specific problem or task. There is always room for improvement that can be in terms of functionality, cost of market, ease of use, training of the product and so on. If it brings functionality into the solution, that would be good. I'll leave it at that because there's so much that they can offer, it's unreal.

Quotes from Members

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

Pros

"I would recommend this solution because it includes all the best practices of ITIL and ITSM used across the industry."
"BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."
"So far this is the best tool that I have used."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"Having the solution on the cloud brings increased scalability."
"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, and each customer has their own needs, and the customization the solution provides is beneficial."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"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."
"For me, it saves time; it is accurate, secure, and reduces overhead cost."
"Within the target domain, I think Service Anywhere is a good product with a good feature set."
"We've got faster time for our agents to open tickets, they find the screens really easy to use, and they're pre-populated with information about our users which our old system didn't have."
"If ITIL adoption is important, then this would be the product as it is cloud based, quick, cost-effective, and easy to implement."
"So far, the initial setup time for the initial configuration to get it up and running and usable was surprisingly fast."
"The benefits for the company is the ability to reuse the knowledge that you can capitalize on the entire process and be able to share the same process worldwide for all of our countries."
"Just the use of big data is a game changer for us."
"The self-service portal is good, the dashboards are good, and it's an improvement over what we had before."
 

Cons

"It is too expensive for a small business."
"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. 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."
"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools."
"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."
"While Remedy is an excellent ticketing system, the knowledge base module needs to be optimized for MITS companies to organize documentation for multiple client organizations."
"It needs to be more comfortable for the end-user."
"Some parts of the solution are using the old interface — the contracts and contract management part of the solution. It needs to mature a little further in order to become more user-friendly."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"The process of moving updates from development to production."
"Technical support is okay. They have a large customer base so the technical support is not quite the same as the on-premises solution."
"Integration: The integration capacity of the tool is limited."
"One area that needs improvement is the means of moving code from the development to production environment."
"Typically in the customers that we work with it's not a product that offers enough flexibility to support their needs."
"It's not as mature, and so we have got a few things we're looking for there that we're working with HP on."
"However, this application won't be enough for us."
"Reporting is a challenge. We're working out how we can effectively report on what's going on."
 

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."
"The price of BMC Helix ITSM is expensive."
"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."
"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."
"If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost."
"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."
"There are licenses to use this solution."
"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
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Top Industries

By visitors reading reviews
Financial Services Firm
12%
Manufacturing Company
10%
Computer Software Company
6%
Government
6%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business19
Midsize Enterprise14
Large Enterprise55
By reviewers
Company SizeCount
Small Business2
Midsize Enterprise3
Large Enterprise10
 

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...
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...
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.
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Also Known As

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

Overview

 

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
·         United Airlines·         America First Credit Union·         AerLingus·         PointClick Care·         Faro Europe GmbH·         The Hutton Institute·         Tunise Electronique
Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software. Updated: April 2026.
893,311 professionals have used our research since 2012.