BMC Helix ITSM vs SysAid comparison

Read 10 SysAid reviews

1,224 Views
894 Comparison Views

90% willing to recommend

BMC Helix ITSM

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Nov 3, 2024

BMC Helix ITSM and SysAid are competitive products in the ITSM category. While BMC offers extensive customization and functionality, SysAid's user-friendly design makes it easier for daily IT management tasks.

Features: BMC Helix ITSM is equipped with ITIL process coverage, offering strong customization through the AR System, an efficient CMDB, and Smart Reporting. It enables businesses to automate workflows seamlessly. SysAid stands out for its easy service request creation and self-service features, complemented by robust asset management. Its simplicity minimizes training needs and aids in enhancing transparency in service operations.

Room for Improvement: BMC Helix ITSM can be daunting due to its complexity, especially in customization, cloud management, and integration, with a need for a more modern interface. SysAid can enhance its Knowledge Base, automation capabilities, and mobile integration, with improvements in user training and support documentation greatly beneficial.

Ease of Deployment and Customer Service: BMC Helix ITSM's versatility in deployment across on-premises, private, hybrid, and public clouds is notable, though deployment complexity can be a barrier. Its customer service varies with the support package. SysAid offers simpler deployment for both on-premises and cloud environments, with more consistent and positively reviewed customer service.

Pricing and ROI: BMC Helix ITSM is high-cost, justified by its comprehensive capabilities, and features a complex licensing system. SysAid provides competitive and flexible pricing options, especially appealing for budget-conscious buyers, enhanced by its lower price point which offers significant value for essential IT management needs.

To learn more, read our detailed BMC Helix ITSM vs. SysAid Report (Updated: January 2026).

BMC Helix ITSM vs. SysAid

Download the complete report

Helped 881,384 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

8th

Ranking in IT Service Management (ITSM)

5th

Average Rating

8.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

No ranking in other categories

SysAid

Ranking in Help Desk Software

25th

Ranking in IT Service Management (ITSM)

25th

Average Rating

8.4

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of February 2026, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 5.0%, down from 10.9% compared to the previous year. The mindshare of SysAid is 1.6%, 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	5.0%
SysAid	1.6%
Other	93.4%

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

Todd Blake

Senior IT Specialist at COMMUNITY HEALTH CONNECTIONS INC

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

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.

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

"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."

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

"It provides a good user experience."

"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."

"It has the power to automatize several different tasks in the ITSM world."

"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."

"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."

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

More BMC Helix ITSM pros

"The solution can scale."

"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."

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

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

"The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us."

"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."

"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."

"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."

More SysAid pros

Cons

"Some parts of the solutions are using the old interface."

"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."

"The dashboard can be better."

"Adding additional fields does not work very well."

"Needs to make customizable/configurable article templates in the Knowledge Management."

"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."

"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."

"Needs less infrastructure requirements."

More BMC Helix ITSM cons

"There is a learning curve for the users."

"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."

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

"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 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."

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

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

"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."

More SysAid cons

Pricing and Cost Advice

"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."

"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."

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

"There are licenses to use this solution."

"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

"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."

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

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

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

"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."

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

881,384 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

12%

Manufacturing Company

10%

Computer Software Company

Government

Computer Software Company

14%

Comms Service Provider

11%

Financial Services Firm

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	5
Midsize Enterprise	1
Large Enterprise	4

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...

See all answers

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...

See all answers

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...

See all answers

Ask a question

Earn 20 points

Comparisons

ServiceNow vs BMC Helix ITSM

Compared 33% of the time

JIRA Service Management vs BMC Helix ITSM

Compared 13% of the time

Agiloft ITSM ITIL Service Desk Suite vs BMC Helix ITSM

Compared 4% of the time

Zendesk vs BMC Helix ITSM

Compared 4% of the time

More BMC Helix ITSM Competitors

ServiceNow vs SysAid

Compared 23% of the time

ManageEngine ServiceDesk Plus vs SysAid

Compared 15% of the time

HaloITSM vs SysAid

Compared 13% of the time

Xurrent vs SysAid

Compared 6% of the time

Teamwork vs SysAid

Compared 5% of the time

More SysAid Competitors

Product Reports

BMC Helix ITSM

Download BMC Helix ITSM 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

SysAid is a robust IT Service Management (ITSM) platform powered by Agentic AI, automating the repetitive, time-consuming work that keeps teams stuck in reactive mode. Adding a powerful new operational layer to IT, AI Agents take the first action, freeing IT teams to focus on optimization, innovation, and bigger challenges. Go live in weeks with fast onboarding, no heavy migrations, or steep learning curves. SysAid’s AI is purpose-built for IT, with security and governance built in. With our award-winning support, you’re set up for success. ITSM run by AI, and you. Whether you're an SMB or an Enterprise, SysAid offers a customizable IT service delivery platform tailored to your unique needs, ensuring optimal performance and ROI at every stage of growth.

Sample Customers

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

Disney, Sears Holdings Corporation, LAN Airlines, Schneider Electric, On Semiconductors, Toyota, Sky, KPMG, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank, Xerox, Bacardi, Del Monte Fresh Produce, Manpower, Nucor, Ecobank

BMC Helix ITSM vs. SysAid