BMC Helix ITSM vs Spiceworks vs SysAid comparison

Read 47 Spiceworks reviews

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86% willing to recommend

Read 10 SysAid reviews

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479 Comparison Views

90% willing to recommend

BMC Helix ITSM

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Executive Summary

We performed a comparison between BMC Helix ITSM, Spiceworks, and SysAid based on real PeerSpot user reviews.

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To learn more, read our detailed Help Desk Software Report (Updated: September 2025).

Help Desk Software

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Helped 868,570 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:

Mindshare comparison

As of September 2025, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 7.1%, down from 12.8% compared to the previous year. The mindshare of Spiceworks is 1.6%, down from 1.7% compared to the previous year. The mindshare of SysAid is 1.1%, up from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
BMC Helix ITSM	7.1%
Spiceworks	1.6%
SysAid	1.1%
Other	90.2%

Help Desk Software

Featured Reviews

Ameet Darole

IT Service Delivery at Abcl

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.

Cloud storage with no hardware needed and great comprehensive reports

Rohit Samel

Account Manager Enterprise Sales at Navdeep Technologies Pvt.Ltd

The software is cloud-based, so I do not need to store any data locally. It is a fully software-based solution, eliminating the need for investment in hardware. We have the capability to create reports as needed. It is good software to use, as there were no incidents where I needed to contact technical support. Additionally, it is free software.

A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team

Todd Blake

Senior IT Specialist at COMMUNITY HEALTH CONNECTIONS INC

SysAid is similar to Nintex AssureSign. Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help. Also, there are almost too many features that we are not taking advantage of in our company since we don't even know about them. A little bit of a streamlining or simplification of the main features would be a good improvement. I would like to see SysAid present its solution more easily. There is a lot in the solution, and it is more than what we need in our company.

More BMC Helix ITSM pricing and cost advice

Quotes from Members

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

Pros

"I like the single sign-on and that administrators can customize."

"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."

"Our Change Management and Incident Management processes have been greatly improved."

"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."

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

"Improved our organization with better customer experience and reporting abilities."

"Initial, out-the-box setup was easy with no problems."

"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."

More BMC Helix ITSM pros

"Tickets by e-mail, with actions by hastag."

"The software is cloud-based, so I do not need to store any data locally."

"Spiceworks' dashboard allows you to drill down to the notes, where I can take an inventory of the network and see the devices I need to monitor."

"It's easy to understand."

"It lets us know whether devices are getting out of date and tracked warranties. Spiceworks also gave me visibility in terms of what software was installed on each device and its status."

"The solution is easy to use and easy to manage."

"Helpdesk and inventory are both equally valuable, and they form the true core of the product."

"The software is cloud-based, so I do not need to store any data locally."

More Spiceworks pros

"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."

"SysAid is more user-friendly, and its configuration is easier than other tools."

"It tracks everything that the technicians are doing. We can account for time and manage resources."

"The simplicity of the solution is excellent."

"The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow."

"I would say the overall flexibility of the product is its most valuable feature."

"The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model."

"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."

More SysAid pros

Cons

"Adding additional fields does not work very well."

"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."

"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."

"In the next release, I would like to see AI used for classification or categorization."

"Our middleman provider limits the available functionality so we cannot even do our own analytics."

"The user experience could be better."

"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."

"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."

More BMC Helix ITSM cons

"The network mapping could be improved. Putting together an actual bonafide network map would be really nice."

"I would like the solution to allow for more direct interaction with computers. I can open tickets and I can see their status, but I can't interact directly with the computers themselves."

"Sometimes, it can be difficult to integrate what you need."

"It would be nice to have remote access to the solution via a tablet. They also need remote control from a PC. Right now, to complete the technical support process, you have to have a tool to access the PC, and check the problems."

"I would like to see more information when drilling down into access permissions, assignments management, or tagging. When I click a note or a device, I should be able to see more details about the router and modem. For example, I want to see the version, downtime, availability, latency, etc. I should have easy access to everything about our assets at a glance."

"One of the biggest ways in which Spiceworks could improve is by developing better and more automated workflows. For example, in another solution called ServiceDesk by ManageEngine, you can have levels of approval in the event that there is a request for new software, or when someone requests a VPN or WiFi connection. This kind of multi-stage approval feature provided by ServiceDesk does not appear to exist in Spiceworks, and it is one of their main shortcomings for me."

"Since Spiceworks is a free tool, it's not very scriptable or customizable."

"They've also tried to integrate it with social logins, like Twitter and LinkedIn, and that type of login authentication has no place in a corporate application."

More Spiceworks cons

"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."

"Currently, SysAid does not have a mobile application."

"The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports."

"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."

"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."

"SysAid has fewer AI features compared to other tools."

"We would like them to approve the security functionalities, e.g., management security features."

"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."

More SysAid cons

Pricing and Cost Advice

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

"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."

"The price of BMC Helix ITSM is expensive."

"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."

"It is too expensive for a small business."

"If you are looking for some kind of professional services form the OEM then you would have to purchase that."

"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."

"The solution's pricing should come down."

"Seeing that it is a low-cost solution, I would advise you to go ahead with Spiceworks and experiment with it to see if you can get things working properly, especially if you currently don't have any existing service desk software in place."

"It might be about $300 annually for a bigger company. If you pay annually, it's better and cheaper."

"The tool is cheap."

"The product is free! Get it now."

"It's free."

"Overall, the price is good. It's all about what you get for the base amount. From my perspective, you want to look at what you're getting out-of-the-box. SysAid does a good job of putting key stuff in the box for you."

"Once you're interested, talk with SysAid. You can have them come in and look at your company and advise you on the best solution. They will tell you what comes with each separate package and also advise you what application to activate. If you want something that they don't have, they have a department that can design something based on your unique requests."

"Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow."

"The pricing of SysAid is less than its competitors."

"SysAid is a good solution, especially from a pricing perspective."

"We saw our investment back at the end of year one."

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Comparison Review

it_user174738

IT Developer at a tech services company with 51-200 employees

May 31, 2015

Nagios vs. Zabbix vs. PRTG vs. Spiceworks vs. Solarwinds Network Performance Monitor

I have researched a quite a few network monitoring tools which can be used for various monitoring purposes of not only the servers, but the intermediate routers as well. There are majorly three types of these softwares. Ones which are completely open-source, you can do almost anything you want…

What do you like most about BMC Helix ITSM?

Top Industries

By visitors reading reviews

Computer Software Company

18%

Financial Services Firm

13%

Manufacturing Company

Government

University

15%

Computer Software Company

13%

Government

Manufacturing Company

Computer Software Company

15%

Financial Services Firm

Comms Service Provider

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	14
Large Enterprise	54

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	14
Large Enterprise	10

By reviewers
Company Size	Count
Small Business	5
Midsize Enterprise	1
Large Enterprise	4

Questions from the Community

If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth...

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...

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 ...

What do you like most about Spiceworks?

The solution is easy to use and easy to manage.

What is your experience regarding pricing and costs for Spiceworks?

The tool is cheap.

What needs improvement with Spiceworks?

I am unable to provide suggestions for improvement at this moment, however, I can provide feedback later. Currently, ...

What do you like most about SysAid?

SysAid is more user-friendly, and its configuration is easier than other tools.

What needs improvement with SysAid?

With SysAid, most of the customers are requesting a native mobile application. SysAid has fewer AI features compared ...

What advice do you have for others considering SysAid?

Our customers use the enterprise edition and the standard edition of SysAid. We provide local support, but there are ...

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Compared 20% of the time

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Compared 11% of the time

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Compared 9% of the time

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Product Reports

BMC Helix ITSM

Download BMC Helix ITSM product report

Download Spiceworks product report

Download SysAid product report

Also Known As

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

No data available

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.”

BMC Helix

From network inventory and network monitoring to help desk software, and mobile device management (MDM) to cloud services detection, Spiceworks helps you manage everything about your IT workday from one easy place.

Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.