We performed a comparison between BMC Helix ITSM vs ServiceNow based on our users’ reviews in five categories. After reading all of the collected data, you can find our conclusion below.
Comparison Results: ServiceNow is the winner in this comparison. Though more expensive, ServiceNow offers more features and better stability, scalability, ROI, and customer support.
"The solution can perform well for large-sized companies."
"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 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 Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"The digital workplace is appealing."
"It provides a good user experience."
"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."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing."
"Straightforward tool."
"I prefer ServiceNow to the competition because of its ease of use, installation and configuration."
"Remote access is most valuable."
"The subsequent chain of tasks, I believe, is valuable."
"Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."
"For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise."
"The workflow makes things extremely efficient and it improves effectiveness."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"The interface isn't that great."
"The search feature and the dashboard could both be improved."
"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."
"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."
"Log in process is unnecessarily complicated."
"We can't update bulk tickets using a simple query language. Jira lets us update hundreds of tickets with one command. In ServiceNow, you need to select each task separately to close them. The dashboards could also be more user-friendly. Monday.com has better dashboards."
"The capital expenditure neeed to get the tool up and running is extensive."
"Before implementing this solution, you should have the ITSM model in place for chain management requests. That is a prerequisite because you cannot perform tasks without it."
"Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement."
"The interface can be a bit more intuitive."
"It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them."
"Licensing costs are very high."
"An area for improvement would be the accessibility of downloaded and compressed files."
BMC Helix ITSM is ranked 7th in Help Desk Software with 23 reviews while ServiceNow is ranked 1st in Help Desk Software with 47 reviews. BMC Helix ITSM is rated 7.4, while ServiceNow is rated 8.2. The top reviewer of BMC Helix ITSM writes "Reliable with a good front end and very robust". On the other hand, the top reviewer of ServiceNow writes "Unified platform with a real-time view of assets and performance, and the support is responsive". BMC Helix ITSM is most compared with JIRA Service Management, ManageEngine ServiceDesk Plus, IBM Maximo, IFS Applications and Zendesk Guide, whereas ServiceNow is most compared with Microsoft Power Apps, Pega BPM, ManageEngine ServiceDesk Plus, JIRA Service Management and Appian. See our BMC Helix ITSM vs. ServiceNow 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.
BMC Helix (Remedy) is not a new product release from BMC. This is a relaunched SaaS offering from BMC under a new Package called as Helix previously known as RemedyOnDemand. Having said that, the Helix seems much more than RemedyOnDemand used to offer. With Helix, the customer has the option to choose a cloud - BMC Cloud, AWS and MS Azure. The core products are Remedy ITSM, Digital workplace (MyIT/SmartIT) mobile apps, BMC Discovery, BMC Business workflows (case management solution for LOB). The supported products are Remedy Single-Sign-On, BMC Client Management, and BMC Client Gateway. These are all available today On-Premise as well. The deployment technology is no longer the old method of installations and configurations on a VM. The new technology that BMC Helix brings is Containerisation. The Docker and Kubernetes container technologies help in provisioning the Helix Products within a day and thus you are ready to configure/customized to suit your business needs from day two itself. Further, Helix offers cognitive capabilities for your ITSM with solutions completely built on cloud - Chatbot and AI automation powered by IBM Watson. Innovation suite platform - a microservices based architecture and integrations through REST APIs. The innovation suite offers an integration studio with few in-built connectors as well like Jira, Service Cloud, etc. You can further build your own connectors using the integration controller within the innovation suite platform.
So to summarise my view - Helix offers a lot to the customer within one single package and must be given a shot as it brings a choice of cloud, container technology and cognitive capabilities for the products which are already known and popular in the ITSM world.
BMC Helix- BMC Applications As Service (ITSM, Discovery, Monitoring) deployable on any cloud as per your choice using Containers. I think BMC is now making things to work in Cloud and work as SaaS.
ServiceNow- Hosted on in Its own Dcs . You do not have Choice to Choose Cloud but you can choose DC/Region as per your PO. Still I feel ServiceNow ECO System is designed for Pure SaaS model.
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), notifications, and the currency used in an application.AI is affecting every part of our lives, including IT Service Management. IT operations are connected to every other part of the business and thus ITSM plays an important role in the business to improve the overall performance. Here are the top ITSM Trends we feel will impact businesses in 2020. BMC Helix- BMC Applications As Service (ITSM, Discovery, Monitoring)
deployable on any cloud as per your choice using Containers. I think BMCis now making things work in Cloud and work as SaaS.
Digitalization is rapidly changing the face of ITSM. The traditional service desk is evolving into an AI-powered service management platform. Employees are demanding a consumer world-like experience that is intuitive, omnichannel, fast, and seamless. Employee experience has taken a center stage now.
According to Gartner reports, 40% of the enterprises will adapt AIOPS (Artificial Intelligence for IT operations) by 2022. AI-enabled customer-facing service desk support will increase by 25% by 2020 leveraging virtual customer assistants and chatbots. Let’s take a look at the new advances in the ITSM platform. From my point of view, Helix offers a lot to the customer within one single package and must be given a shot as it brings a choice of cloud, container technology and cognitive capabilities for the products which are already known and
popular in the ITSM world.