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BMC Helix ITSM vs TOPdesk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 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
Ranking in IT Service Management (ITSM)
3rd
Average Rating
8.0
Reviews Sentiment
6.6
Number of Reviews
79
Ranking in other categories
No ranking in other categories
TOPdesk
Ranking in Help Desk Software
17th
Ranking in IT Service Management (ITSM)
15th
Average Rating
7.8
Reviews Sentiment
6.7
Number of Reviews
10
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 TOPdesk is 2.2%, up from 1.7% 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.
Martina Peneva - PeerSpot reviewer
Implement service management changes while addressing UI improvements
Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

Quotes from Members

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

Pros

"The most valuable features of BMC Helix ITSM for us are CMDB and discovery."
"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."
"Technical support has been fine."
"In general, for incident management, it's okay."
"Improved our organization with better customer experience and reporting abilities."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"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."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"The most valuable feature of the solution is the ticketing feature."
"Its ITSM approach is quite useful."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"The most valuable feature of TOPdesk is the reports."
"TOPdesk is overall very stable."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"The most valuable feature of this solution is the incident management module."
 

Cons

"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"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."
"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."
"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."
"Some parts of the solutions are using the old interface."
"The interface is one major complaint about this product."
"Support could be more skilled. We are wasting too much of our time debugging.​"
"Needs less infrastructure requirements."
"The solution should be made more user-friendly."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"An operator is also a user but requires creating two different records."
"Change management implementation, facility management, and making reservations on assets can be improved."
"The solution's change management could be better."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
 

Pricing and Cost Advice

"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."
"BMC Helix ITSM is a very cost-effective solution."
"The price of BMC Helix ITSM is expensive."
"The price of BMC Helix ITSM could improve their price."
"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."
"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
"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."
"If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost."
"The solution is inexpensive compared to competitors."
"The solution's pricing is reasonable and not expensive."
"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."
"TOPdesk's pricing is cheaper than Jira's."
"Compared to other products in this segment, I think that they are priced well and not too expensive."
"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."
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Top Industries

By visitors reading reviews
Computer Software Company
18%
Financial Services Firm
13%
Manufacturing Company
8%
Government
8%
Computer Software Company
18%
Educational Organization
11%
Manufacturing Company
10%
Healthcare Company
6%
 

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 do you like most about TOPdesk?
The most valuable feature of TOPdesk is the reports.
What is your experience regarding pricing and costs for TOPdesk?
The solution's pricing is reasonable and not expensive.
What needs improvement with TOPdesk?
From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within the library require many steps instead of simple actions like drag and drop. This...
 

Comparisons

 

Also Known As

Remedy ITSM, Remedy, Helix Remedy
No data available
 

Overview

 

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.
Find out what your peers are saying about BMC Helix ITSM vs. TOPdesk and other solutions. Updated: July 2025.
863,901 professionals have used our research since 2012.