BMC Helix ITSM vs SysAid comparison

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BMC Helix ITSM

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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: April 2026).

BMC Helix ITSM vs. SysAid

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Helped 892,383 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

Ranking in IT Service Management (ITSM)

8th

Average Rating

8.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

No ranking in other categories

SysAid

Ranking in Help Desk Software

27th

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 April 2026, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 4.7%, down from 10.0% 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 Mindshare Distribution
Product	Mindshare (%)
BMC Helix ITSM	4.7%
SysAid	1.6%
Other	93.7%

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

"Helix is stable."

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

"The digital workplace is appealing."

"Provides a clean front-end for our users to log requests and has rich ITSM functionality."

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

"The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."

"Helix is more lightweight than these tools; it's a traditional tool that was developed more than 10 years ago, and ease of use is the operative word."

"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."

More BMC Helix ITSM pros

"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."

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

"The solution can scale."

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

"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."

"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."

"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 really like the SysAid self-service portal; it's very customizable and we can customize it to fit our needs rather well."

More SysAid pros

Cons

"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."

"BMC Helix ITSM should have an easy-to-use user interface."

"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."

"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."

"BMC Helix ITSM is difficult for us to customize, and most customizations require vendor support, which leads to extra costs."

"Their customer service catalog (where a customer can order some products) could be improved. This product is not the best, but they are working on it."

"I believe the software can be a little bit more user friendly. It can be a bit busy when using the resources provided."

"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."

More BMC Helix ITSM cons

"This means the facilities people can see every ticket that is in the support queue, which is not great."

"There is a learning curve for the users."

"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."

"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."

"From my perspective, it's a little bit of a legacy system in our IT landscape."

"The automation needs improvement. The workflow has some improvements to do."

"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."

More SysAid cons

Pricing and Cost Advice

"BMC Helix ITSM is a very cost-effective solution."

"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."

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

"I rate the product price an eight on a scale of one to ten, where one is cheap, and ten is expensive. The solution is expensive."

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

"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."

"The price of BMC Helix ITSM is expensive."

"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."

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."

"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."

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

"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."

"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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Top Industries

By visitors reading reviews

Financial Services Firm

12%

Manufacturing Company

10%

Computer Software Company

Government

Construction Company

16%

Financial Services Firm

12%

Comms Service Provider

11%

Computer Software Company

11%

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	4

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

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Comparisons

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Compared 24% of the time

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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

Salesforce Service Cloud vs BMC Helix ITSM

Compared 2% of the time

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ServiceNow vs SysAid

Compared 16% of the time

ManageEngine ServiceDesk Plus vs SysAid

Compared 11% of the time

HaloITSM vs SysAid

Compared 8% of the time

Teamwork vs SysAid

Compared 5% of the time

Freshservice vs SysAid

Compared 5% of the time

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Product Reports

BMC Helix ITSM

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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

SysAid offers an adaptable IT management platform with customizable workflows, asset management, and seamless application integration, catering to departments such as HR, payroll, and finance.

SysAid provides tools for incident, request management, and a CMDB to support departments through efficient processes. It features a self-service portal and knowledge base, enhancing user experience by promoting autonomy. It allows for easy customization and features a scalable system that adjusts to enterprise needs. SysAid supports educational institutions, airlines, and a variety of sectors by streamlining communication through calls and emails.

What are SysAid's Important Features?

Intuitive Interface: Offers a user-friendly design that simplifies navigation.
Customizable Workflows: Enables users to tailor processes to their specific requirements.
Robust Self-Service Portal: Empowers users to resolve issues independently.
Comprehensive Asset Management: Tracks and manages assets efficiently.
Reporting Tools: Provides extensive data analysis and visualization capabilities.
Knowledge Base: Supports access to information for problem-solving.
Integration Capabilities: Allows seamless connection with other applications.

What Benefits and ROI Should Users Look For?

Ease of Customization: Adapt workflows and interfaces with minimal effort.
Scalability: Supports growth and changes in enterprise infrastructure.
Effective Technical Support: Ensures reliable assistance for troubleshooting issues.
Transparency: Enhances visibility into service management and asset tracking.

SysAid is utilized across different industries for IT, HR, facilities, and finance needs. Its primary role is in incident and request management and knowledge sharing, with asset inventory and CMDB functionalities aiding internal communication. It is implemented in sectors like education and aviation to streamline operational processes.

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