BMC Helix ITSM vs OrbusInfinity comparison

BMC Helix and Orbus Software are both solutions in the IT Service Management (ITSM) category. BMC Helix is ranked #4 with an average rating of 7.8, while Orbus Software is ranked #33. BMC Helix holds a 6.0% mindshare in ISM, compared to Orbus Software’s 0.9% mindshare. Additionally, 87% of BMC Helix users are willing to recommend the solution, compared to 100% of Orbus Software users who would recommend it.

BMC Helix ITSM

Read 78 BMC Helix ITSM reviews

4,460 Views
3,791 Comparison Views

87% willing to recommend

OrbusInfinity

Read 2 OrbusInfinity reviews

1,537 Views
400 Comparison Views

100% willing to recommend

BMC Helix ITSM

OrbusInfinity

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

BMC Helix ITSM and OrbusInfinity are competing products in IT service management and enterprise architecture domains. OrbusInfinity shows strengths in enterprise architecture capabilities, while BMC Helix ITSM stands out in robust ITSM features appealing to organizations centered on service management.

Features: BMC Helix ITSM is known for automation capabilities, comprehensive incident and problem management, and streamlined change management processes. OrbusInfinity offers powerful integration with business process modeling, strategic planning, and architecture management tools.

Ease of Deployment and Customer Service: BMC Helix ITSM provides flexible cloud and on-premise deployment options, supported by extensive documentation and various customer service channels. OrbusInfinity offers a cloud-based model that integrates customer feedback into continuous improvement practices, designed for fast scalability.

Pricing and ROI: BMC Helix ITSM requires an upfront investment with scalable pricing models designed to achieve significant ROI through reduced operational costs. OrbusInfinity involves an initial setup cost focusing on long-term value creation through strategic business alignment and process optimization.

To learn more, read our detailed BMC Helix ITSM vs. OrbusInfinity Report (Updated: December 2025).

Buyer's Guide

BMC Helix ITSM vs. OrbusInfinity

December 2025

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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 IT Service Management (ITSM)

4th

Average Rating

8.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

Help Desk Software (8th)

OrbusInfinity

Ranking in IT Service Management (ITSM)

33rd

Average Rating

8.0

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

Enterprise Architecture Management (12th)

Mindshare comparison

As of January 2026, in the IT Service Management (ITSM) category, the mindshare of BMC Helix ITSM is 6.0%, down from 12.5% compared to the previous year. The mindshare of OrbusInfinity is 0.9%, up from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
BMC Helix ITSM	6.0%
OrbusInfinity	0.9%
Other	93.1%

IT Service Management (ITSM)

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

Kenneth Igiri

Enterprise Architect at Ecobank Transnational Incorporated

Cost-effective, integrates with the Office tools, and allows us to articulate all entities across the enterprise on one platform

The refresh cycles for our dashboards could be better. I keep complaining about that. The refresh is supposed to be once a day, but I would love it if it was real-time so that if I make a change to the data in iServer, I should see those changes immediately reflected in the dashboards. They use Power BI, and it seems they've scheduled their refresh to be once a day, which is not that good for us. We've had some issues with the integration between Visio and iServer because sometimes the add-in that allows you to do that integration takes a lot of memory and then your Visio crashes. However, I've not experienced this issue for some time, so it was probably fixed in the recent version. Also, if I copy a large amount of data and I want to copy from one Visio file to another, I have had a case where it suddenly just closes Visio without saving. So, that integration could be more smooth. There should be ease of integration with other systems in our environment such as SysAid. I understand that there is an integration to ServiceNow, but we use SysAid. We need to be able to say that when there's an incident that impacts or requires a change in a particular component, ServiceNow or SysAid should be able to communicate to Orbus that this component is about to change. Similarly, when it comes to discovery or when a new architecture change has happened in the enterprise, we should be able to detect the change in the baseline Enterprise Architecture. There should be such advanced automation. The visibility of our models is limited to those to whom we have assigned licenses. I would've loved it if everyone in the organization could at least see the diagrams. The licensing should be there for those who need to make updates or changes.

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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

"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."

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

"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."

"In general, for incident management, it's okay."

"Helix is stable."

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

"It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"

"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 departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."

More BMC Helix ITSM pros

"I like the integration with the Office tools such as Visio and Excel. The integration with Excel helped us to be able to upload data very easily. Integration with Visio helps us to be able to make changes once and have a centralized diagram. We don't have versions of the diagram. This integration with the Office tools is very useful."

"The most valuable features are mainly the reporting side of things and the dashboard."

Cons

"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."

"The interface should be more user-friendly, and the customization should be easier."

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

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

"The amount of software issues are still too big, even considering the complexity of the tool."

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

"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."

"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."

More BMC Helix ITSM cons

"The refresh cycles for our dashboards could be better. I keep complaining about that. The refresh is supposed to be once a day, but I would love it if it was real-time so that if I make a change to the data in iServer, I should see those changes immediately reflected in the dashboards. They use Power BI, and it seems they've scheduled their refresh to be once a day, which is not that good for us."

"We found a few issues with importing data and all the manipulation of data, especially when it came to the BI side of things because it utilized a particular template to be able to get certain reports. The user administrators could not manipulate it to get the right reports."

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."

"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."

"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."

"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."

"BMC Helix ITSM is a very cost-effective solution."

"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."

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

"It is too expensive for a small business."

More BMC Helix ITSM pricing and cost advice

"It was very cost-effective as compared to the other ones we evaluated. We spent about $20,000 per annum for support and license together. There was also an implementation fee at the beginning. I would rate it a nine out of ten in terms of pricing."

"The licensing is on a yearly basis. We currently work with a standard fee."

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Top Industries

By visitors reading reviews

Financial Services Firm

12%

Manufacturing Company

10%

Computer Software Company

Government

18%

Financial Services Firm

10%

Manufacturing Company

Insurance Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	14
Large Enterprise	54

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...

See all answers

What needs improvement with BMC Helix ITSM?

Currently, we are not utilizing the AI functionality in BMC Helix ITSM as we are still in the roadmap and development phase at this point in time. There isn't anything that I would suggest for impr...

See all answers

What is your primary use case for BMC Helix ITSM?

We use BMC Helix ITSM for the complete end-to-end ITSM suite, mainly for ticketing and service management. BMC Helix ITSM supports our IT service management processes primarily for all incident, pr...

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Comparisons

ServiceNow vs BMC Helix ITSM

Compared 34% of the time

JIRA Service Management vs BMC Helix ITSM

Compared 14% of the time

Agiloft ITSM ITIL Service Desk Suite vs BMC Helix ITSM

Compared 4% of the time

Zendesk vs BMC Helix ITSM

Compared 4% of the time

Freshservice vs BMC Helix ITSM

Compared 3% of the time

More BMC Helix ITSM Competitors

ServiceNow vs OrbusInfinity

Compared 17% of the time

LeanIX vs OrbusInfinity

Compared 15% of the time

BiZZdesign HoriZZon vs OrbusInfinity

Compared 14% of the time

iServer vs OrbusInfinity

Compared 13% of the time

MEGA HOPEX vs OrbusInfinity

Compared 13% of the time

More OrbusInfinity Competitors

Product Reports

Buyer's Guide

BMC Helix ITSM

January 2026

Download BMC Helix ITSM product report

Buyer's Guide

Enterprise Architecture Management

January 2026

Download OrbusInfinity product report

Also Known As

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

No data available

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 Helix

OrbusInfinity helps transformation teams cut through the complexity of technology-driven change. Our dashboards and collaboration platform help you track, create and capture value for a better future.
With an intuitive interface, you can get the right info at the right time and make better, data-driven decisions.
Reduce redundant technology, identify cost drivers quickly and free up resources for innovation.
Full transparency and control enable stronger regulatory compliance leading to less risk and more certainty in your outcomes.

Orbus Software

Sample Customers

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

Information Not Available

Buyer's Guide

BMC Helix ITSM vs. OrbusInfinity

December 2025

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