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 2023).
670,523 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:
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.""The digital workplace is appealing.""The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework.""Technical support has been fine.""The solution has good capabilities for analytics.""The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool.""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.""It's one of the top solutions on the market for ITSM capabilities."

More BMC Helix ITSM Pros →

"Very easy to implement and to respond to my clients' needs.""ServiceNow is easy to use.""In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do.""ServiceNow is a cloud-based platform, so people won't need to worry about investing on hardware to host it. Being on the cloud, it is available 24x7. It's scalable, stable, and multifeatured, with a straightforward setup and good technical support.""I think ServiceNow is highly stable. These kinds of tools are used in a big company, and I haven't seen any issues in terms of the core platform.""There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities.""The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows.""You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider."

More ServiceNow Pros →

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.""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.""They should add some of the bolt-ons into the initial setup, such as chat.""Support could be better.""BMC Helix ITSM should improve its price.""When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed.""Our middleman provider limits the available functionality so we cannot even do our own analytics.""The search feature and the dashboard could both be improved."

More BMC Helix ITSM Cons →

"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement.""Their GUI could be updated.""if I consider from the IT operations management side, ServiceNow is pretty premature on some things, especially the discovery, while the other tools like Micro Focus and BMC Remedy, those that have been in the market for quite some time. ServiceNow is evolving itself in the discovery piece of the future.""The contract module is quite rudimentary and doesn't support contract line items.""The technical support SLA can be improved because sometimes they take a long time to answer our queries.""Like all other IaaS, PaaS, and SaaS subscription cloud providers, ServiceNow is constantly improving by building new capabilities to expand the breadth and depth of its offerings while increasing its activities with partners to build more capabilities.""ServiceNow's mobile app should be seamless and it is not right now.""The discovery of assets could be improved; right now they only allow for one domain."

More ServiceNow Cons →

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."
  • "We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."
  • More BMC Helix ITSM Pricing and Cost Advice →

  • "This is a pretty expensive product, so the licensing could be better."
  • "The price is okay for us. It's reasonable."
  • "I know that it's not too bad because people continue to use it and they are happy to renew up their contract."
  • "The price could be a little lower for the solution. Many of my customers have issues with the licensing process, they have to make it easier and straightforward."
  • "The solution is priced for medium to enterprises sized businesses. However, it is expensive compared to competitors."
  • "I'm not aware of any additional costs. I'm pretty sure that the current client is paying just the licensing fee per user. I do know that they've got some support agreement with ServiceNow, but I don't think that is broken out or specific to Project Management. It is just inclusive."
  • "Certainly, from a product-platform perspective, the price is not too bad."
  • "They could be more competitive with their licensing."
  • More ServiceNow Pricing and Cost Advice →

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    Answers from the Community
    Miriam Tover
    JS4 - PeerSpot reviewerJS4
    User

    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
    Reseller

    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: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 service level management, configuration, and reporting tool.
    Top Answer:When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed. BMC solutions are now multiple solutions, they are not one… 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 »
    Top Answer:Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data.
    Ranking
    7th
    out of 58 in Help Desk Software
    Views
    8,627
    Comparisons
    5,206
    Reviews
    20
    Average Words per Review
    463
    Rating
    7.4
    1st
    out of 58 in Help Desk Software
    Views
    53,356
    Comparisons
    34,581
    Reviews
    61
    Average Words per Review
    591
    Rating
    8.2
    Comparisons
    Also Known As
    Remedy ITSM, Remedy, Helix Remedy
    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.”

    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
    Education
    Financial services
    Government
    Healthcare
    Manufacturing
    Telecommunications

    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.

    Offer
    Learn more about BMC Helix ITSM
    Learn more about ServiceNow
    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
    REVIEWERS
    Computer Software Company26%
    Manufacturing Company15%
    Financial Services Firm13%
    Comms Service Provider10%
    VISITORS READING REVIEWS
    Computer Software Company21%
    Government11%
    Financial Services Firm9%
    Comms Service Provider7%
    REVIEWERS
    Financial Services Firm16%
    Computer Software Company15%
    Healthcare Company9%
    Manufacturing Company9%
    VISITORS READING REVIEWS
    Computer Software Company19%
    Financial Services Firm10%
    Government9%
    Comms Service Provider8%
    Company Size
    REVIEWERS
    Small Business21%
    Midsize Enterprise17%
    Large Enterprise62%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise13%
    Large Enterprise70%
    REVIEWERS
    Small Business21%
    Midsize Enterprise15%
    Large Enterprise64%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise13%
    Large Enterprise70%
    Buyer's Guide
    BMC Helix ITSM vs. ServiceNow
    January 2023
    Find out what your peers are saying about BMC Helix ITSM vs. ServiceNow and other solutions. Updated: January 2023.
    670,523 professionals have used our research since 2012.

    BMC Helix ITSM is ranked 7th in Help Desk Software with 22 reviews while ServiceNow is ranked 1st in Help Desk Software with 61 reviews. BMC Helix ITSM is rated 7.4, while ServiceNow is rated 8.2. 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 ServiceNow writes "Solid, highly scalable, and has got all the features, but needs better reporting, a graphical interface for resource management, and the ability to turn on and off portions of Project Management". BMC Helix ITSM is most compared with JIRA Service Management, ManageEngine ServiceDesk Plus, IBM Maximo, Zendesk Guide and PagerDuty, whereas ServiceNow is most compared with Microsoft Power Apps, ManageEngine ServiceDesk Plus, Pega BPM, Appian and JIRA Service Management. 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.