BMC Helix ITSM vs SCSM comparison

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Executive Summary

We performed a comparison between BMC Helix ITSM and SCSM based on real PeerSpot user reviews.

Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed BMC Helix ITSM vs. SCSM Report (Updated: November 2022).
655,994 professionals have used our research since 2012.
Featured Review
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 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.""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.""The most valuable features I have found to be the activity logs and 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 solution can scale.""The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients.""It's one of the top solutions on the market for ITSM capabilities.""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.""The most valuable features of BMC Helix ITSM are the ease to use and integration."

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"For our cloud-based deployment of SCSM, the Autopilot is the best feature.""I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests.""The support from Microsoft is good and we also have local support on the ground in Nigeria.""It is quite scalable.""We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."

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Cons
"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is.""There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features.""I have customers that always would like to adapt and personalize BMC Helix ITSM more.""Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases.""The notifications that the solution is providing are very helpful, they should keep improving them for the future.""The reports need improvement, it is not a good functioning tool.""Some parts of the solutions are using the old interface.""BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."

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"We have had some issues with the SCSM on-premise deployment version in the imaging aspects.""There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly.""One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have.""I have found SCSM not adequate enough to carry out some functions.""It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."

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Pricing and Cost Advice
  • "I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
  • "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."
  • "There are licenses to use this solution."
  • "It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
  • "The price of BMC Helix ITSM could improve their price."
  • More BMC Helix ITSM Pricing and Cost Advice →

  • "The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
  • "It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."
  • "The license for SCSM is cheap."
  • More SCSM Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:There are several differences between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
    Top Answer: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… more »
    Top Answer:In the back office, for the expertise technicians, it's more complex to manage the layout. The back office for the expertise needs work. It's too specialized for technicians. Sorry, they need to… more »
    Top Answer:It is an amazing solution but the pricing could be improved to be a little more competitive.
    Top Answer:For our cloud-based deployment of SCSM, the Autopilot is the best feature.
    Ranking
    7th
    out of 58 in Help Desk Software
    Views
    8,374
    Comparisons
    5,123
    Reviews
    17
    Average Words per Review
    463
    Rating
    7.4
    12th
    out of 58 in Help Desk Software
    Views
    2,858
    Comparisons
    1,923
    Reviews
    5
    Average Words per Review
    549
    Rating
    7.6
    Comparisons
    Also Known As
    Remedy ITSM, Remedy, Helix Remedy
    System Center Service Manager
    Learn More
    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.”

    System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.
    Offer
    Learn more about BMC Helix ITSM
    Learn more about SCSM
    Sample Customers
    Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
    Fibabanka, UMC Health System
    Top Industries
    REVIEWERS
    Computer Software Company26%
    Financial Services Firm15%
    Manufacturing Company15%
    Comms Service Provider12%
    VISITORS READING REVIEWS
    Computer Software Company23%
    Government11%
    Financial Services Firm10%
    Comms Service Provider8%
    REVIEWERS
    Computer Software Company11%
    Hospitality Company11%
    Comms Service Provider11%
    Government11%
    VISITORS READING REVIEWS
    Computer Software Company20%
    Government20%
    Comms Service Provider9%
    Energy/Utilities Company6%
    Company Size
    REVIEWERS
    Small Business23%
    Midsize Enterprise18%
    Large Enterprise59%
    VISITORS READING REVIEWS
    Small Business16%
    Midsize Enterprise14%
    Large Enterprise70%
    REVIEWERS
    Small Business32%
    Midsize Enterprise26%
    Large Enterprise42%
    VISITORS READING REVIEWS
    Small Business22%
    Midsize Enterprise17%
    Large Enterprise61%
    Buyer's Guide
    BMC Helix ITSM vs. SCSM
    November 2022
    Find out what your peers are saying about BMC Helix ITSM vs. SCSM and other solutions. Updated: November 2022.
    655,994 professionals have used our research since 2012.

    BMC Helix ITSM is ranked 7th in Help Desk Software with 17 reviews while SCSM is ranked 12th in Help Desk Software with 5 reviews. BMC Helix ITSM is rated 7.4, while SCSM is rated 7.6. The top reviewer of BMC Helix ITSM writes "Lacking report functionality, complex to operate, but useful interactive activity logs". On the other hand, the top reviewer of SCSM writes "Good technical support and integration capabilities but it needs to be easier to create custom reports". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, IBM Maximo and Zendesk Guide, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BeyondTrust Remote Support, Clarity SM and Device42. See our BMC Helix ITSM vs. SCSM report.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.