BMC Helix ITSM vs Salesforce Service Cloud comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

BMC Helix ITSM
Ranking in Help Desk Software
3rd
Average Rating
8.0
Number of Reviews
75
Ranking in other categories
IT Service Management (ITSM) (3rd)
Salesforce Service Cloud
Ranking in Help Desk Software
7th
Average Rating
8.4
Number of Reviews
46
Ranking in other categories
CRM Customer Engagement Centers (2nd), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)
 

Mindshare comparison

As of July 2024, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 13.8%, up from 9.8% compared to the previous year. The mindshare of Salesforce Service Cloud is 2.7%, up from 1.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
Unique Categories:
IT Service Management (ITSM)
15.2%
CRM Customer Engagement Centers
17.4%
Knowledge Management Software
18.8%
 

Featured Reviews

AANKITGUPTAA - PeerSpot reviewer
Oct 12, 2022
Effective integration, excellent support, and useful for different types of incidents
We have a different project in which we implement BMC Helix ITSM, including a built-in ERP solution that has different supply chain management, such as finance, and other projects. Each team assigns the tickets, and if any client is facing an issue in a particular model, they will create the ticket…
Joanna Hindle - PeerSpot reviewer
Dec 18, 2023
Streamlining customer service operations with its centralized platform and offering robust case management, contributing to improved efficiency and enhanced customer support
Our use case revolves around managing licensing and ensuring that our partner companies, specifically resellers, have the appropriate access. We utilize the platform to monitor and organize information about their prospects The centralized infrastructure offers significant advantage. The most…

Quotes from Members

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

Pros

"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."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"The most valuable features are the simplicity and the in-duty features."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"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. Each customer has their own needs, and the customization the solution provides is beneficial."
"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 feature of the solution is the traceability of actions."
"The instant input of feedback into the CRM systems by case management is one of the impactful features"
"In terms of visibility to my boss and the team, it does help a lot."
"We use Salesforce Service Cloud for lead management and opportunity management."
"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
"The complexity of the solution is very less."
"The product's initial setup phase was straightforward."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
 

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."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"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."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"Needs less infrastructure requirements."
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."
"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."
"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."
"There is room for improvement in pricing."
"There are some issues with backend connectivity in Salesforce Service Cloud."
"The solution’s user interface could be improved and enhanced."
"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."
"The solution’s user interface could be improved."
"The governor limits are a troubling feature of Salesforce"
"Salesforce Service Cloud's report functionality could be improved."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
 

Pricing and Cost Advice

"It is too expensive for a small business."
"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."
"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
"It is costly, but it is well worth it."
"The solution's pricing should come down."
"There are licenses to use this solution."
"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."
"The solution is priced at 50 dollars a month per user."
"The price of the solution depends on how many users need access to it"
"Salesforce is not a cheap product. It can be expensive."
"The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."
"Salesforce Service Cloud is a highly expensive solution"
"The tool is pretty expensive."
"I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."
"Salesforce is very cost-effective."
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Top Industries

By visitors reading reviews
Computer Software Company
17%
Financial Services Firm
13%
Government
9%
Manufacturing Company
7%
Computer Software Company
21%
Educational Organization
15%
Financial Services Firm
13%
Manufacturing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

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?
The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident m...
What is your primary use case for BMC Helix ITSM?
We used to support VMware applications, focusing on distributed applications such as data from ETW, Snowflake, and SAP. Our role involved processing critical data systems through internal mechanics...
What is your experience regarding pricing and costs for Salesforce Service Cloud?
Salesforce Service Cloud is a highly expensive solution. I would rate the pricing an eight out of ten. The price is justified by the reputation of the vendor.
What needs improvement with Salesforce Service Cloud?
There are some issues with backend connectivity in Salesforce Service Cloud. For example, connecting it with your phone is troublesome. I expect the backend issues with the solution to get resolved...
What is your primary use case for Salesforce Service Cloud?
Salesforce Service Cloud is used in our organization at the contact center and for presales working processes. The solution enhances customer support in our company by connecting to CRM solutions a...
 

Also Known As

Remedy ITSM, Remedy, Helix Remedy
Service Cloud
 

Learn More

 

Overview

 

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva
Find out what your peers are saying about BMC Helix ITSM vs. Salesforce Service Cloud and other solutions. Updated: July 2024.
793,052 professionals have used our research since 2012.