Try our new research platform with insights from 80,000+ expert users

BMC Helix ITSM vs SolarWinds Web Help Desk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

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
6th
Average Rating
8.0
Reviews Sentiment
6.6
Number of Reviews
79
Ranking in other categories
IT Service Management (ITSM) (3rd)
SolarWinds Web Help Desk
Ranking in Help Desk Software
16th
Average Rating
7.6
Reviews Sentiment
7.7
Number of Reviews
7
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of July 2025, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 9.3%, down from 12.3% compared to the previous year. The mindshare of SolarWinds Web Help Desk is 1.4%, up from 0.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

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.
Shadi Shaar - PeerSpot reviewer
Supports case and incident reporting with responsive support
Some features in the product are supposed to run. However, if they don't, it may require some time to configure or fix them, such as asset management. We have been struggling with asset management in SolarWinds Web Help Desk. The software offers a range of features that we haven't fully utilized, such as inventory management and an approval system. While we are utilizing the asset management functionality, there have been some defects that need addressing. Some users prefer to have another big interface, but unfortunately, this option is not available in SolarWinds Web Help Desk.

Quotes from Members

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

Pros

"The solution can scale."
"In general, for incident management, it's okay."
"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."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"It has the power to automatize several different tasks in the ITSM world."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"The digital workplace is appealing."
"SolarWinds is scalable as far as adding devices and servers."
"It is easy to use."
"Once installed, it runs like a charm and doesn't ever crash."
"SolarWinds supports case and incident reporting. This includes logging incidents and tracking them efficiently. Additionally, it is compatible and approved by the ITIL foundation and standards, meeting world-class standards."
"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."
"The most valuable feature of this solution is the assets management module."
 

Cons

"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."
"We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved. During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"The interface is somewhat dated as compared to technologies in use today."
"A little outdated compared to newer products that include protection and detection."
"This solution needs to have mobile application support added."
"It would be good if there were training and tutorial videos on the Web Help Desk."
"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)."
"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."
 

Pricing and Cost Advice

"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."
"The solution's pricing should come down."
"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."
"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
"The price of BMC Helix ITSM could improve their price."
"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
"There are licenses to use this solution."
"It is costly, but it is well worth it."
"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."
"They charge by the technician. It costs $117 per technician per year."
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
862,624 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
12%
Manufacturing Company
8%
Government
8%
Retailer
11%
Educational Organization
11%
Manufacturing Company
8%
Healthcare Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

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?
Currently, we are not utilizing the AI functionality in BMC Helix ITSM as we are still in the roadmap and development phase at this point in time. There isn't anything that I would suggest for impr...
What is your primary use case for BMC Helix ITSM?
We use BMC Helix ITSM for the complete end-to-end ITSM suite, mainly for ticketing and service management. BMC Helix ITSM supports our IT service management processes primarily for all incident, pr...
What needs improvement with SolarWinds Web Help Desk?
Some features in the product are supposed to run. However, if they don't, it may require some time to configure or fix them, such as asset management. We have been struggling with asset management ...
What is your primary use case for SolarWinds Web Help Desk?
SolarWinds Web Help Desk is a case management system. Each user logs their concerns or problems into the portal, which are then assigned to one of our support engineers responsible for managing the...
What advice do you have for others considering SolarWinds Web Help Desk?
SolarWinds Web Help Desk could be beneficial for generating automated responses, such as ONIQ. Since we receive multiple cases from similar backgrounds, it would streamline the process if the syste...
 

Also Known As

Remedy ITSM, Remedy, Helix Remedy
No data available
 

Overview

 

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Instacart
Find out what your peers are saying about BMC Helix ITSM vs. SolarWinds Web Help Desk and other solutions. Updated: July 2025.
862,624 professionals have used our research since 2012.