BMC Helix ITSM vs SolarWinds Web Help Desk comparison

BMC Helix and SolarWinds are both solutions in the Help Desk Software category. BMC Helix is ranked #9 with an average rating of 7.8, while SolarWinds is ranked #19 with an average rating of 8.0. BMC Helix holds a 4.8% mindshare in HDS, compared to SolarWinds’s 1.0% mindshare. Additionally, 87% of BMC Helix users are willing to recommend the solution, compared to 85% of SolarWinds users who would recommend it.

BMC Helix ITSM

Read 78 BMC Helix ITSM reviews

7,034 Views
5,838 Comparison Views

87% willing to recommend

SolarWinds Web Help Desk

Read 8 SolarWinds Web Help Desk reviews

1,279 Views
1,138 Comparison Views

85% willing to recommend

BMC Helix ITSM

SolarWinds Web Help Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

BMC Helix ITSM and SolarWinds Web Help Desk are two prominent solutions in IT service management. BMC Helix ITSM appears to have the upper hand in scalability and comprehensive service management, while SolarWinds Web Help Desk is notable for its ease of use and cost-effectiveness.

Features: BMC Helix ITSM offers cloud-native architecture, advanced ITSM processes, and powerful analytics. SolarWinds Web Help Desk focuses on streamlined ticketing, asset management, and easy integration.

Room for Improvement: BMC Helix ITSM could improve its user interface, reduce deployment complexity, and enhance mobile functionalities. SolarWinds could expand advanced feature offerings, improve scalability for larger enterprises, and enhance reporting tools.

Ease of Deployment and Customer Service: BMC Helix ITSM provides flexibility through its SaaS model with strong support options, catering to scalable deployments. SolarWinds Web Help Desk is recognized for quick on-premises deployment and effective customer support, aiding rapid issue resolution.

Pricing and ROI: BMC Helix ITSM generally has a higher initial cost, aiming for long-term ROI benefits for large enterprises. SolarWinds Web Help Desk is more budget-friendly, offering an attractive ROI for smaller companies due to lower setup costs.

To learn more, read our detailed BMC Helix ITSM vs. SolarWinds Web Help Desk Report (Updated: April 2026).

Buyer's Guide

BMC Helix ITSM vs. SolarWinds Web Help Desk

April 2026

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Helped 892,678 peers since 2012

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 Help Desk Software

9th

Average Rating

8.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (8th)

SolarWinds Web Help Desk

Ranking in Help Desk Software

19th

Average Rating

7.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of May 2026, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 4.8%, down from 9.8% compared to the previous year. The mindshare of SolarWinds Web Help Desk is 1.0%, down from 1.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
BMC Helix ITSM	4.8%
SolarWinds Web Help Desk	1.0%
Other	94.2%

Help Desk Software

Featured Reviews

KuldeepNayak

Senior Application Developer BMC at Balfour Beatty

Self-service portal significantly reduces resolution time and transforms service process with advanced features

We initially had a lot of tickets generated via the service desk through calls and emails. Now, we have almost moved out of email creations by introducing the DWP features on the Studio pages, with about 90% of the tickets coming in via our self-service portal. Recent upgrades offer different types of views for particular business lines, which was missing earlier. The new landing pages have allowed us to add banners, images, and internal videos, encouraging most customers to use these DWP self-service features. Resolution time has decreased significantly since implementing the self-service portal. Additionally, the availability of knowledge articles, chatbots, and the new Helix GPT feature has improved service processes.

Read full review

GANESAN K

Senior Technical Engineer at Safezone Secure Solutions Private Limited

Has supported daily operational workflows and improved approval management across departments

We actually do the reselling. We created a self-service portal for the customers, and this particular function does impact reducing IT staff workload overall. From technical standpoints, comparing SolarWinds Web Help Desk with TeamViewer, we need ease of configuration and ease of allocating, creating new fields or creating new layouts for many specific use cases. An organization can have a number of use cases when it comes to a ticketing tool. It's not a security solution; it's more of a service solution where you will be configuring the needed categories and needed fields for each department. On a scale of 1-10, I rate SolarWinds Web Help Desk an 8.

Read full review

Quotes from Members

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

Pros

"This solution provides complete incident management to our organization which has improved the organization."

"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."

"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, and each customer has their own needs, and the customization the solution provides is beneficial."

"It provides a good user experience."

"The standards and the framework that it follows are most valuable; it has an ITIL and out-of-the-box framework."

"It has centralized all work orders and help desk ticket tracking."

"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."

"The most valuable features of BMC Helix ITSM for us are CMDB and discovery."

More BMC Helix ITSM pros

"A person who is not in IT, but has some good ITSM knowledge will be able to configure it directly on SolarWinds, and Manage Engine."

"It has a pretty good search function, and if you do the advanced search, you can basically search for anything in any field."

"Once installed, it runs like a charm and doesn't ever crash."

"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."

"SolarWinds is scalable as far as adding devices and servers."

"The solution scales well; currently is working for 60 help desk technicians (IT and non-IT) for over 2,000 users."

"It is easy to use."

"SolarWinds is a very good application that provides you with a detailed monitoring capability of your network and assets."

More SolarWinds Web Help Desk pros

Cons

"The biggest issue for our customers is the back office for the specializations through the second and third lines of support."

"One of the issues with the solution is the requirement to provide a lot of information in order to log a request."

"We have experienced outages, because some other customers did something on the same cluster that we share."

"The interface is somewhat dated as compared to technologies in use today."

"Needs less infrastructure requirements."

"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."

"It needs to be more comfortable for the end-user."

"Version 20.02 was stable, but I don't think 20.08 is quite stable because we have identified many bugs and reported them to BMC."

More BMC Helix ITSM cons

"This solution needs to have mobile application support added."

"However, it's a little outdated compared to newer products that include protection and detection."

"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."

"The working part, the deployment part, and the configuration part was a little bit complex."

"A little outdated compared to newer products that include protection and detection."

"The technical team is not competent, or available, and they do not know the product."

"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."

"It would be good if there were training and tutorial videos on the Web Help Desk."

More SolarWinds Web Help Desk cons

Pricing and Cost Advice

"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."

"The price of BMC Helix ITSM is expensive."

"The cost is relatively high, especially for the BMC Controller application. However, the expense is justified by the standard and reliable features it offers. This product's reputation in the market is strong, providing assurance in terms of data and other considerations."

"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."

"It is too expensive for a small business."

"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."

"It is costly, but it is well worth it."

"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

"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."

"They charge by the technician. It costs $117 per technician per year."

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Top Industries

By visitors reading reviews

Financial Services Firm

12%

Manufacturing Company

10%

Computer Software Company

Government

Retailer

11%

Construction Company

11%

Performing Arts

10%

University

10%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	14
Large Enterprise	55

By reviewers
Company Size	Count
Small Business	5
Midsize Enterprise	1
Large Enterprise	3

Questions from the Community

What needs improvement with BMC Helix ITSM?

Although BMC Helix ITSM is a strong enterprise platform, there are areas where it could be improved. One key area is usability and simplification of configuration, especially for new administrators...

See all answers

What is your primary use case for BMC Helix ITSM?

My main use case for BMC Helix ITSM is validating and automating core ITSM workflows, such as incident, change, and service request management. I focus on ensuring that these workflows function cor...

See all answers

What is your experience regarding pricing and costs for BMC Helix ITSM?

My thoughts on the pricing and licensing cost of BMC Helix ITSM are that it is flexible.

See all answers

What needs improvement with SolarWinds Web Help Desk?

Areas of improvement can be enhanced regarding configuration. We had the deployment metrics and usability, ease of use, and ease of access. These were the three functionalities we were looking for ...

See all answers

What is your primary use case for SolarWinds Web Help Desk?

For Zoho, we did OP Manager, Audit Security, AD Security and Asset Management, Patch Management. These things we are dealing with Zoho. We are not dealing with solutions such as Zoho Mail or Zoho P...

See all answers

What advice do you have for others considering SolarWinds Web Help Desk?

See all answers

Comparisons

ServiceNow vs BMC Helix ITSM

Compared 24% of the time

JIRA Service Management vs BMC Helix ITSM

Compared 10% of the time

Zendesk vs BMC Helix ITSM

Compared 4% of the time

Agiloft ITSM ITIL Service Desk Suite vs BMC Helix ITSM

Compared 4% of the time

Cherwell Service Management vs BMC Helix ITSM

Compared 3% of the time

More BMC Helix ITSM Competitors

ServiceNow vs SolarWinds Web Help Desk

Compared 15% of the time

ManageEngine ServiceDesk Plus vs SolarWinds Web Help Desk

Compared 14% of the time

Freshservice vs SolarWinds Web Help Desk

Compared 11% of the time

Zendesk vs SolarWinds Web Help Desk

Compared 10% of the time

BMC FootPrints Service Core vs SolarWinds Web Help Desk

Compared 7% of the time

More SolarWinds Web Help Desk Competitors

Product Reports

Buyer's Guide

BMC Helix ITSM

May 2026

Download BMC Helix ITSM product report

Buyer's Guide

SolarWinds Web Help Desk

April 2026

Download SolarWinds Web Help Desk product report

Also Known As

Remedy ITSM, Remedy, Helix Remedy, BMC Helix IT Service Management

No data available

Overview

BMC Helix ITSM offers advanced IT service management, integrating incident, change, and problem management for streamlined operations. Its ITIL Out Of The Box functionality and strong automation tools enhance service delivery, making it a vital tool for comprehensive IT process oversight.

Designed for diverse business environments, BMC Helix ITSM delivers exceptional customization and integration capabilities. Its automation and self-service features enable efficient incident management and service request handling, all while providing robust reporting tools. The platform scales effectively across businesses, supported by intuitive interfaces, built-in workflows, and APIs for seamless change management. This allows organizations to streamline processes and maintain compliance with ease. However, users have identified improvement areas such as user friendliness, cloud management, and the need for a mobile version. Transitioning between versions should be more fluid, and better customer support responsiveness is needed.

What are the most important features?

Call Logging: Efficiently document and manage support requests.
Escalation Features: Automatically prioritize and handle urgent issues.
Customization: Tailor processes to suit specific requirements.
Integration Capabilities: Connect with other tools to enhance data analysis.
Automation: Streamline workflows to improve service efficiency.
Self-Service: Enable users to resolve issues independently.
Service Request Management: Simplify intake and resolution of service requests.
Reporting Tools: Gain insights and improve IT service operations.

What benefits and ROI should users look for?

Operational Efficiency: Enhance productivity through streamlined workflows.
Scalability: Adapt to growing business demands seamlessly.
Compliance: Maintain regulatory standards effortlessly.
Performance: Achieve rapid issue resolution and improved service levels.
Flexibility: Accommodate diverse IT environments with customizable features.

BMC Helix ITSM is widely used across industries for IT service management and enterprise ticketing systems. Organizations leverage its capabilities to manage internal and external service desks, aligning with ITIL best practices. The platform aids in managing infrastructure, ensuring service assurance, and maintaining network provisioning. Through integration with other tools, companies bolster data analysis and automate workflows, enhancing overall operational efficiency.

BMC Helix

SolarWinds Web Help Desk offers a streamlined approach to technical ticketing and asset management, enhancing departmental operations with efficient asset-user linking and automated scheduling.

Offering an intuitive interface for multiple roles, SolarWinds Web Help Desk enhances ticket management through automated scheduling. Integrating ticketing with remote support provides smooth transitions, while LDAP integration streamlines user permissions. It supports diverse departments, including non-IT sectors, providing detailed case management, reporting, and approval workflows.

What are the standout features of SolarWinds Web Help Desk?

Intuitive User Levels: Customizable interfaces for different roles enhance user experience.
Efficient Ticket Management: Automated scheduling aids in managing tickets effectively.
Comprehensive Asset Management: Links assets to users, improving resource tracking.
Advanced Search: Facilitates easy ticket retrieval and management.
Scheduled Report Generation: Uses Power BI for regular, detailed reports.

What benefits or ROI should users consider?

Streamlined Operations: Automates routine tasks, saving time and resources.
Enhanced Reporting: Detailed reports support data-driven decision-making.
Remote Support Integration: Smooth integration improves support team efficiency.
User and Asset Linkage: Increases asset usage visibility and accountability.

In industries like HR, cybersecurity, and maintenance, SolarWinds Web Help Desk is deployed on-premises, serving as a robust case management tool that supports both IT and non-IT departments' specific needs. It helps maintain departmental efficiency by managing technical tickets and supporting patch management workflows.

SolarWinds

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University

Instacart

Buyer's Guide

BMC Helix ITSM vs. SolarWinds Web Help Desk

April 2026

Free Report: BMC Helix ITSM vs. SolarWinds Web Help Desk

Find out what your peers are saying about BMC Helix ITSM vs. SolarWinds Web Help Desk and other solutions. Updated: April 2026.

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