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BMC Helix ITSM vs SolarWinds Service Desk comparison

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Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pricing and Cost Advice
  • "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."
  • "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."
  • More BMC Helix ITSM Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:The most valuable features are the simplicity and the in-duty features.
    Top Answer:It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues. They like the products a lot, but when it comes to the costing part of it… more »
    Top Answer:I used this solution as part of my previous role where I was a solution architect designing comprehensive solutions for customers in the APAC region, including India. The customers predominantly have… more »
    Top Answer:Hi @Mykola Shved, @Anand Khandelwal and @ManishRajora, can you please chime in with your professional advice?
    Ranking
    Views
    7,916
    Comparisons
    5,213
    Reviews
    14
    Average Words per Review
    466
    Rating
    7.5
    Views
    150
    Comparisons
    23
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    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.”

    Incident management consolidates, manages, and prioritizes incoming tickets.
    Service catalog standardizes service request and fulfillment processes.
    Fully integrated IT asset management compiles hardware, software, POs, and more.
    Service portal for users to have a single place to submit tickets and requests.

    Offer
    Learn more about BMC Helix ITSM
    Learn more about SolarWinds Service Desk
    Sample Customers
    Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
    Information Not Available
    Top Industries
    REVIEWERS
    Computer Software Company23%
    Financial Services Firm17%
    Manufacturing Company17%
    Comms Service Provider10%
    VISITORS READING REVIEWS
    Computer Software Company33%
    Comms Service Provider11%
    Government9%
    Financial Services Firm7%
    No Data Available
    Company Size
    REVIEWERS
    Small Business23%
    Midsize Enterprise20%
    Large Enterprise58%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise12%
    Large Enterprise73%
    No Data Available
    Buyer's Guide
    IT Service Management (ITSM)
    June 2022
    Find out what your peers are saying about ServiceNow, Atera, Atlassian and others in IT Service Management (ITSM). Updated: June 2022.
    609,272 professionals have used our research since 2012.

    BMC Helix ITSM is ranked 5th in IT Service Management (ITSM) with 16 reviews while SolarWinds Service Desk is ranked 38th in IT Service Management (ITSM). BMC Helix ITSM is rated 7.6, while SolarWinds Service Desk is rated 0.0. The top reviewer of BMC Helix ITSM writes "Lacking report functionality, complex to operate, but useful interactive activity logs". On the other hand, BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, IBM Maximo and Zendesk Guide, whereas SolarWinds Service Desk is most compared with .

    See our list of best IT Service Management (ITSM) vendors.

    We monitor all IT Service Management (ITSM) 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.