BMC Helix ITSM vs SysAid comparison

Cancel
You must select at least 2 products to compare!
BMC Logo
8,374 views|5,123 comparisons
SysAid Logo
1,593 views|924 comparisons
Comparison Buyer's Guide
Executive Summary

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

Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed BMC Helix ITSM vs. SysAid Report (Updated: November 2022).
657,397 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC.""The solution can scale.""The most valuable feature for our customers using BMC Helix ITSM is change management.""It provides a good user experience.""The most valuable features are the simplicity and the in-duty features.""BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available.""BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product.""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."

More BMC Helix ITSM Pros →

"The simplicity of the solution is excellent.""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 solution can scale."

More SysAid Pros →

Cons
"Some parts of the solutions are using the old interface.""The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is.""The reports need improvement, it is not a good functioning tool.""There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features.""BMC Helix ITSM should improve its price.""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.""I have customers that always would like to adapt and personalize BMC Helix ITSM more.""Log in process is unnecessarily complicated."

More BMC Helix ITSM 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.""We would like them to approve the security functionalities, e.g., management security features.""Currently, SysAid does not have a mobile application."

More SysAid Cons →

Pricing and Cost Advice
  • "I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
  • "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."
  • "There are licenses to use this solution."
  • "It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
  • "The price of BMC Helix ITSM could improve their price."
  • More BMC Helix ITSM Pricing and Cost Advice →

  • "SysAid is a good solution, especially from a pricing perspective."
  • "We saw our investment back at the end of year one."
  • More SysAid Pricing and Cost Advice →

    report
    Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
    657,397 professionals have used our research since 2012.
    Questions from the Community
    Top Answer:There are several differences between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
    Top Answer:The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the… more »
    Top Answer:In the back office, for the expertise technicians, it's more complex to manage the layout. The back office for the expertise needs work. It's too specialized for technicians. Sorry, they need to… more »
    Top Answer:The simplicity of the solution is excellent.
    Top Answer:The pricing is very good. It's an affordable tool in comparison to other market leaders.
    Top Answer:In terms of the main ITSM tool, the product is not good at automation which is the main reason we are looking for a different option and migrating away from it. Monitoring in our organization needs… more »
    Ranking
    7th
    out of 58 in Help Desk Software
    Views
    8,374
    Comparisons
    5,123
    Reviews
    17
    Average Words per Review
    463
    Rating
    7.4
    17th
    out of 58 in Help Desk Software
    Views
    1,593
    Comparisons
    924
    Reviews
    3
    Average Words per Review
    1,287
    Rating
    8.0
    Comparisons
    Also Known As
    Remedy ITSM, Remedy, Helix Remedy
    Learn More
    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.”

    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.

    Offer
    Learn more about BMC Helix ITSM
    Learn more about SysAid
    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
    Top Industries
    REVIEWERS
    Computer Software Company26%
    Manufacturing Company15%
    Financial Services Firm15%
    Comms Service Provider12%
    VISITORS READING REVIEWS
    Computer Software Company23%
    Government11%
    Financial Services Firm10%
    Comms Service Provider8%
    VISITORS READING REVIEWS
    Computer Software Company20%
    Comms Service Provider14%
    Government9%
    Retailer6%
    Company Size
    REVIEWERS
    Small Business23%
    Midsize Enterprise18%
    Large Enterprise59%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise14%
    Large Enterprise70%
    REVIEWERS
    Small Business38%
    Midsize Enterprise13%
    Large Enterprise50%
    VISITORS READING REVIEWS
    Small Business27%
    Midsize Enterprise20%
    Large Enterprise54%
    Buyer's Guide
    BMC Helix ITSM vs. SysAid
    November 2022
    Find out what your peers are saying about BMC Helix ITSM vs. SysAid and other solutions. Updated: November 2022.
    657,397 professionals have used our research since 2012.

    BMC Helix ITSM is ranked 7th in Help Desk Software with 17 reviews while SysAid is ranked 17th in Help Desk Software with 3 reviews. BMC Helix ITSM is rated 7.4, while SysAid is rated 8.0. The top reviewer of BMC Helix ITSM writes "Lacking report functionality, complex to operate, but useful interactive activity logs". On the other hand, the top reviewer of SysAid writes "The change management software gives us workflows and allows for an approval process". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, IBM Maximo and Zendesk Guide, whereas SysAid is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus and Spiceworks. See our BMC Helix ITSM vs. SysAid report.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.