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BMC Helix ITSM vs SolarWinds Service Desk comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

BMC Helix ITSM
Ranking in IT Service Management (ITSM)
3rd
Average Rating
8.0
Reviews Sentiment
6.6
Number of Reviews
79
Ranking in other categories
Help Desk Software (6th)
SolarWinds Service Desk
Ranking in IT Service Management (ITSM)
35th
Average Rating
9.0
Reviews Sentiment
8.4
Number of Reviews
1
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of July 2025, in the IT Service Management (ITSM) category, the mindshare of BMC Helix ITSM is 9.7%, down from 13.4% compared to the previous year. The mindshare of SolarWinds Service Desk is 0.6%, up from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Ameet Darole - PeerSpot reviewer
Used for user ticket management, incident management, and event management
We had a manual event management process and a separate monitoring tool called Dynatrace. The alerts generated did not flow to the ITSM tool. With BMC Helix ITSM, the alerts flow and auto-route to respective technical support. If the alerts are resolved, the ticket will be automatically closed. So, the workload and automation are much better now. BMC Helix ITSM is a fast platform, so it is quite manageable. I would recommend BMC Helix ITSM to other users because it is a good solution. Overall, I rate the solution an eight out of ten.
BENDER BENEDICT - PeerSpot reviewer
A robust solution to automate and manage incidents and requests
The integration with other applications can use improvement because, for example, it was nearly impossible to integrate SolarWinds Service Desk with monday.com because we had to get an add-on from Zapier. The add-on allowed us to integrate with Jira Cloud Service, but we couldn't integrate completely and can only integrate with the project. I would also suggest that the incident and request management be separated on SolarWinds Service Desk. The solution's incident and request management feature are one of the core reasons why we had to migrate to Jira Service Management. It was difficult to filter incidents and requests. They are all compiled together in a single dashboard, which is not convenient for most of the users, especially the IT support person.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"Helix is stable."
"It's one of the top solutions on the market for ITSM capabilities."
"Improved our organization with better customer experience and reporting abilities."
"It's a very integrated solution."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"The solution is very stable."
 

Cons

"The user experience could be better."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"The Approval Central system needs to be refreshed."
"BMC Helix ITSM should improve its price."
"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."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."
"The integration with other applications can use improvement because, for example, it was nearly impossible to integrate SolarWinds Service Desk with monday.com because we had to get an add-on from Zapier."
 

Pricing and Cost Advice

"I rate the product price an eight on a scale of one to ten, where one is cheap, and ten is expensive. The solution is expensive."
"BMC Helix ITSM is a very cost-effective solution."
"It is too expensive for a small business."
"The price of BMC Helix ITSM is expensive."
"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
"There are licenses to use this solution."
"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."
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Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
14%
Manufacturing Company
8%
Government
8%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about BMC Helix ITSM?
If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within depart...
What needs improvement with BMC Helix ITSM?
In User Group sessions held by BMC in India, I mentioned the challenges with vast documentation, making it difficult to find the right information quickly. The recent move to a new platform is bene...
What is your primary use case for BMC Helix ITSM?
I am currently working as a BMC Remedy developer. I have been working for over ten years on the BMC platform. My company uses BMC Helix ITSM for IT service management processes.
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Also Known As

Remedy ITSM, Remedy, Helix Remedy
No data available
 

Overview

 

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Information Not Available
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM). Updated: June 2025.
861,524 professionals have used our research since 2012.