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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
7th
Ranking in IT Service Management (ITSM)
3rd
Average Rating
8.0
Reviews Sentiment
6.7
Number of Reviews
78
Ranking in other categories
No ranking in other categories
TOPdesk
Ranking in Help Desk Software
14th
Ranking in IT Service Management (ITSM)
12th
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 June 2025, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 9.8%, down from 12.4% compared to the previous year. The mindshare of TOPdesk is 2.1%, up from 1.6% 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

"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 departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"The solution can scale."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"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."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"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."
"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."
"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."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"TOPdesk is overall very stable."
"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."
"It is an easy-to-use solution."
"Its ITSM approach is quite useful."
"Change management is the most critical feature."
 

Cons

"The interface should be more user-friendly, and the customization should be easier."
"The interface isn't that great."
"They could be more responsive to feedback from their community board."
"Support could be more skilled. We are wasting too much of our time debugging.​"
"Support could be better."
"There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency."
"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."
"BMC Helix ITSM should have an easy-to-use user interface."
"Change management implementation, facility management, and making reservations on assets can be improved."
"The solution's change management could be better."
"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."
"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."
"It is time-consuming to add new users."
"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."
"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."
"An operator is also a user but requires creating two different records."
 

Pricing and Cost Advice

"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."
"The price of BMC Helix ITSM could improve their price."
"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."
"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."
"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."
"BMC Helix ITSM is a very cost-effective solution."
"Compared to other products in this segment, I think that they are priced well and not too expensive."
"The solution is inexpensive compared to competitors."
"TOPdesk's pricing is cheaper than Jira's."
"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."
"The solution's pricing is reasonable and not 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
14%
Government
8%
Manufacturing Company
8%
Educational Organization
36%
Computer Software Company
14%
Manufacturing Company
5%
Healthcare Company
5%
 

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?
In User Group sessions held by BMC in India, I mentioned the challenges with vast documentation, making it difficult to find the right information quickly. The recent move to a new platform is bene...
What is your primary use case for BMC Helix ITSM?
I am currently working as a BMC Remedy developer. I have been working for over ten years on the BMC platform. My company uses BMC Helix ITSM for IT service management processes.
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: May 2025.
857,028 professionals have used our research since 2012.