BMC Helix ITSM vs ServiceNow comparison

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Comparison Buyer's Guide
Executive Summary
Updated on Aug 18, 2022

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.

  • Ease of Deployment: Multiple BMC Helix ITSM users say that the initial setup can be complex. Some ServiceNow users say the initial setup is straightforward (when using out-of-box settings), while others say it is complex.
  • Features: Many BMC Helix users mention difficulties with stability and scalability. Users note that it has the power to automate several different tasks in the ITSM world, but it falls short when it comes to integrating with other systems.

    ServiceNow users are happy with its stability and scalability, but some users report that the dashboards and reporting could be improved.
  • Pricing: Both solutions’ users report that their solutions are expensive. BMC Helix ITSM is more affordable than ServiceNow, but users mention that it offers fewer capabilities.
  • ROI: BMC Helix ITSM users make no mention of ROI, whereas numerous ServiceNow users are very pleased with the ROI.

  • Service and Support: Some BMC Helix ITSM users report that support could be better. ServiceNow users report being very happy with their quality of support.

Comparison Results: ServiceNow is the winner in this comparison. Though more expensive, ServiceNow offers more features and better stability, scalability, ROI, and customer support.

To learn more, read our detailed BMC Helix ITSM vs. ServiceNow Report (Updated: January 2024).
756,650 professionals have used our research since 2012.
Q&A Highlights
Question: What Is The Biggest Difference Between BMC Helix and ServiceNow?
Answer: I agree with above analysis, But both tools fit the profile of a big Lego box, a toolbox where you can do almost everything with it but seldom need it. You need for both a lot of technical background to use it properly and the cost are for both on the top of market. you should ask yourself do I need this Best-of-suit approach from both vendors or do I look for better tools for part of the suits : Best-of-breed solution. These days with API's widely available integrations are becoming really easy, so no need anymore for the monolithic best of suit approach from the big tech vendors. And if you look closely to the big Lego boxes under the hood, it's still is a very complex integration spaghetti from all the different acquisitions and technologies. Why not go for best of breed approach and compare the fundamental difference between a "Lego" based vendor and a "Playmobil" vendor. Happy to help out.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
"The solution can scale.""Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people.""Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother.""The solution has good capabilities for analytics.""Customer support is always fantastic and willing to help. No matter what time of day we have a problem.""Provides a clean front-end for our users to log requests and has rich ITSM functionality.""BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product.""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"

More BMC Helix ITSM Pros →

"In terms of the most valuable features, it's nice to have everything in one place. Things are easy to follow up on. ServiceNow provides that workflow. I know at some level it is in the pipeline and then if I need to follow up, everything's there. Those are the key benefits of ServiceNow.""I prefer ServiceNow to the competition because of its ease of use, installation and configuration.""For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. ServiceNow also has the Workflow Engine which works very well and is very intuitive.""The product's integration functionality in the change management module has significantly improved efficiency in our organization.""There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic.""It provides internal clients with greater transparency about their projects and deliverables.""Straightforward tool.""Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."

More ServiceNow Pros →

"The reports need improvement, it is not a good functioning tool.""The interface isn't that great.""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.""Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years.""It takes a long-time to plan and deploy the on-premise solution.""The product's customization capabilities, price, and technical support are areas of concern where improvements are needed.""Needs less infrastructure requirements.""Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."

More BMC Helix ITSM Cons →

"If you have advanced questions, technical support often doesn't know the answer.""It should have more artificial intelligence for business and work capabilities. The community is not so active. There must be initiatives to make the community talk more and share more information.""Complexities in the organization made the initial deployment complex.""Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience.""There is room for improvement in price.""The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag.""Its setup is tough. It takes a lot of knowledge and a lot of experience.""I have enjoyed all the features. There is not any feature that I have missed or didn't have."

More ServiceNow Cons →

Pricing and Cost Advice
  • "Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
  • "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."
  • "It is costly, but it is well worth it."
  • "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."
  • "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."
  • "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."
  • More BMC Helix ITSM Pricing and Cost Advice →

  • "The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify."
  • "It has a higher cost compared to local/regional solutions."
  • "We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less."
  • "It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost."
  • "ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform."
  • "ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably."
  • "Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."
  • "Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers."
  • More ServiceNow Pricing and Cost Advice →

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    Answers from the Community
    Miriam Tover
    JS4 - PeerSpot reviewerJS4

    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.

    RahulPriyadarshy - PeerSpot reviewerRahulPriyadarshy (Tata Consultancy Services)
    Real User

    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.

    Akansha Bakshi - PeerSpot reviewerAkansha Bakshi

    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.

    Questions from the Community
    Top Answer: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… more »
    Top Answer:Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various… more »
    Top Answer: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… more »
    Top Answer:The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping the… more »
    Top Answer:Hi Netanya I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp.  Because ServiceNow has a very strong module (Performance Analysis) reporting which will… more »
    out of 57 in Help Desk Software
    Average Words per Review
    out of 57 in Help Desk Software
    Average Words per Review
    Also Known As
    Remedy ITSM, Remedy, Helix Remedy
    Learn More

    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.”

    ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

    ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

    ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

    “The Smarter Way to Workflow”

    ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

    ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

    ServiceNow offers service management software for industries including:

    Cloud services
    Financial services

    Reviews from Real Users

    PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.

    Sample Customers
    Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
    AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
    Top Industries
    Computer Software Company23%
    Comms Service Provider14%
    Manufacturing Company14%
    Financial Services Firm11%
    Computer Software Company17%
    Financial Services Firm13%
    Manufacturing Company6%
    Computer Software Company17%
    Financial Services Firm15%
    Manufacturing Company11%
    Healthcare Company8%
    Educational Organization22%
    Computer Software Company11%
    Financial Services Firm10%
    Company Size
    Small Business22%
    Midsize Enterprise17%
    Large Enterprise61%
    Small Business17%
    Midsize Enterprise13%
    Large Enterprise70%
    Small Business21%
    Midsize Enterprise15%
    Large Enterprise64%
    Small Business15%
    Midsize Enterprise29%
    Large Enterprise56%
    Buyer's Guide
    BMC Helix ITSM vs. ServiceNow
    January 2024
    Find out what your peers are saying about BMC Helix ITSM vs. ServiceNow and other solutions. Updated: January 2024.
    756,650 professionals have used our research since 2012.

    BMC Helix ITSM is ranked 3rd in Help Desk Software with 21 reviews while ServiceNow is ranked 1st in Help Desk Software with 24 reviews. BMC Helix ITSM is rated 8.0, while ServiceNow is rated 8.4. 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 "Comprehensive IT service management with predefined processes, and seamless integration, empowering organizations to streamline workflows and enhance productivity". BMC Helix ITSM is most compared with JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk, IBM Maximo and IFS Cloud Platform, whereas ServiceNow is most compared with Microsoft Power Apps, Pega BPM, IBM Maximo, Microsoft Dynamics CRM 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.