BMC Helix ITSM vs xMatters comparison

The compared BMC Helix and Everbridge solutions aren't in the same category. BMC Helix is ranked #3 in ISM , with an average rating of 7.8, and holds a 8.1% mindshare in the category. Everbridge is ranked #10 in IMS , and holds a 7.1% mindshare. Additionally, 87% of BMC Helix users are willing to recommend the solution, compared to 96% of Everbridge users who would recommend it.

BMC Helix ITSM

Read 79 BMC Helix ITSM reviews

4,844 Views
4,214 Comparison Views

87% willing to recommend

xMatters

Read 31 xMatters reviews

1,053 Views
842 Comparison Views

96% willing to recommend

BMC Helix ITSM

xMatters

Comparison Buyer's Guide

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Executive Summary

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

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: September 2025).

Buyer's Guide

IT Service Management (ITSM)

September 2025

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Helped 867,497 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

Average Rating

8.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

Help Desk Software (6th), IT Service Management (ITSM) (3rd)

xMatters

Average Rating

8.8

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

IT Alerting and Incident Management (10th)

Mindshare comparison

While both are Systems Management solutions, they serve different purposes. BMC Helix ITSM is designed for IT Service Management (ITSM) and holds a mindshare of 8.1%, down 14.0% compared to last year.
xMatters, on the other hand, focuses on IT Alerting and Incident Management, holds 7.1% mindshare, down 8.0% since last year.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
BMC Helix ITSM	8.1%
ServiceNow	21.5%
JIRA Service Management	8.8%
Other	61.599999999999994%

IT Service Management (ITSM)

IT Alerting and Incident Management Market Share Distribution
Product	Market Share (%)
xMatters	7.1%
PagerDuty Operations Cloud	22.5%
Opsgenie	13.7%
Other	56.7%

IT Alerting and Incident Management

Featured Reviews

Ameet Darole

IT Service Delivery at Abcl

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.

Read full review

Dean-Robinson

Sr. Developer at a media company with 10,001+ employees

A versatile solution with excellent logging capabilities that reduced our time to resolve

The reporting functionality could be improved, though I know that's something xMatters, inc. is working on. For example, sometimes I need to go into the platform and find users who aren't in groups that have been created recently, haven't logged in and so on. Previously, this was hard work, but they added loads of filters, making it more accessible. Still, the ability to create custom-designated reports that I could run and schedule would be fantastic for me. It would be good if they keep improving the reporting functionality, as it can be somewhat restrictive sometimes. There are a couple of improvements that xMatters could make to the incident hub, where we can manage high-priority incidents. More sharing capability between collaborating incident managers would be good to see, including the ability to whiteboard. That would allow them to share and sketch out ideas while looking for a solution. Those two features are essential, and that's why we want to use the solution in conjunction with Everbridge because xMatters doesn't have them.

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 solution's most valuable features are automation and orchestration."

"It provides a good user experience."

"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."

"The versatility and customizability of the product is what I like most."

"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."

"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."

"With service requests, we have been able to give visibility to the business users."

"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."

More BMC Helix ITSM pros

"It reduces the amount of oversight required, and consequently, the amount of time to assign and get a response on a ticket."

"By adding the ServiceNow integration, we have been able to page support groups for critical incidents and move scheduling from ServiceNow into xMatters, offering more control to our support groups."

"It helped change behavior across the organization to improve accountability."

"This has made it much easier to send notifications to a group or individual, as you just need to know the name and the message to send."

"We use xMatters for alarming infrastructure outages and failures of batch jobs (post-processing)."

"Through one tool, we're able to generate email notifications, voice notifications, mobile push notifications, Slack channel notifications, all managed from one place, simple and easy to use. People are able to join the conference bridge directly from the phone call by pressing one button instead of having to dial into a bridge and remember a conference code."

"Made it very easy to implement our roster of people who receive alarms with the REST API."

"Support has been great. They responded very quickly to all the support cases that I have submitted."

More xMatters pros

Cons

"The amount of software issues are still too big, even considering the complexity of the tool."

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

"I have customers that always would like to adapt and personalize BMC Helix ITSM more."

"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."

"It takes a long-time to plan and deploy the on-premise solution."

"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 reports need improvement, it is not a good functioning tool."

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

More BMC Helix ITSM cons

"On-call management scheduling is difficult."

"The only thing that has caught us out a little bit is that on certain screens, you don't have the same admin options. There should be more consistency with the admin options because not all screens provide you with the same options. As an administrator, it feels like they should always be there. For example, on some screens, there is an Export button that provides fantastic, detail-rich exports, which obviously are very handy because then you can, as an administrator, do your administration, and extract what has been done to share with or prove to others. However, the Export button is not always present, and on the screens where it isn't, you miss it. You're like, "Oh, where's the Export button?", which can be quite problematic. There should be more consistency in the UI in terms of available options for anything that is referenced data or configurable. If you can put it in, there should be a way to run an export function to essentially pull it out. That's the only improvement that I can really think of."

"An additional knowledge-sharing program could be helpful and part of the demo workshops (right now, these only provide partial information)."

"Reporting is the weakest point of xMatters. Since xMatters has very limited reporting and only maintains logs of events for a short period of time, we export event and conference logs to our ITSM solution."

"While they do have an extensive library of integrations, sometimes those integrations or custom integrations, require a more technical level of expertise in products outside of xMatters, such as Java."

"We would like to see a greater variety of integrations with ServiceNow. It works fine as it is, but an enhancement would be the ability to interact with the major incident module in ServiceNow... The way our major incident process works, when an incident is elevated from a P1 to a major incident, that is an extra flag in ServiceNow. It would be awesome to have xMatters get notification when something goes from a P1 to a major and then have it go through a different workflow, rather than our regular P1."

"Additional built-in integrations with other applications would be an area of improvement."

"It took me awhile to get used to whatever was available in the interface. The interface from two years ago was a bit more confusing when looking at where you should go"

More xMatters cons

Pricing and Cost Advice

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

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

"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."

"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."

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

"The solution's pricing should come down."

"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."

More BMC Helix ITSM pricing and cost advice

"I do not think it is worth the value."

"If you are willing to pay for the licensing of it, it is able to scale out."

"It feels like good value in the sense that the service is excellent. The people above me who look at such things have renewed it a couple of times, and I think they would have thought whether it was good value, whether it was wildly overpriced, or whether there were better and cheaper alternatives. So, from that perspective, the pricing is fair and proper."

"Pricing is pretty straightforward and listed on their website. I recommend starting small and expanding later."

"I'm not really involved with the cost standpoint. I've only heard rumors of how much it costs, and if it costs what I think it costs, its cost is very high as compared to a lot of other tools that we're using here. It seems on the higher end from a cost standpoint."

"Cost is probably my biggest concern. I know the solution was recently acquired by Everbridge, and Everbridge was one of the competitors that was included in our RFP five years ago. Everbridge's costs were astronomical compared to where every other solution was, not just xMatters."

"Licensing varies widely, depending on usage. It can be cheap or quite expensive, depending on volume and features."

"It is worth the cost. You need to know the number of users that are going to use it, which is usually pretty easy to calculate. It's on a per-user license."

More xMatters pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

18%

Financial Services Firm

12%

Manufacturing Company

Government

Computer Software Company

29%

Performing Arts

Financial Services Firm

Insurance Company

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	4
Midsize Enterprise	2
Large Enterprise	24

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

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Comparisons

ServiceNow vs BMC Helix ITSM

Compared 41% of the time

JIRA Service Management vs BMC Helix ITSM

Compared 13% of the time

Zendesk vs BMC Helix ITSM

Compared 5% of the time

OpenText Service Management (SMAX) vs BMC Helix ITSM

Compared 4% of the time

Agiloft ITSM ITIL Service Desk Suite vs BMC Helix ITSM

Compared 4% of the time

More BMC Helix ITSM Competitors

PagerDuty Operations Cloud vs xMatters

Compared 49% of the time

Everbridge IT Alerting vs xMatters

Compared 25% of the time

Opsgenie vs xMatters

Compared 17% of the time

ServiceNow vs xMatters

Compared 10% of the time

More xMatters Competitors

Product Reports

Buyer's Guide

BMC Helix ITSM

September 2025

Download BMC Helix ITSM product report

Buyer's Guide

xMatters

August 2025

Download xMatters product report

Also Known As

Remedy ITSM, Remedy, Helix Remedy, BMC Helix IT Service Management

xMatters IT Management

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

xMatters, an Everbridge company, is a service reliability platform that helps DevOps, SREs, and operations teams rapidly deliver products at scale by automating workflows and ensuring infrastructure and applications are always working. The xMatters code-free workflow builder, adaptive approach to incident management, and real-time performance analytics all support a single goal: deliver customer happiness.

To learn more, request a demo.

Reliable services, rapid innovation: Automate operations workflows, ensure applications are always working, and deliver remarkable products at scale with the xMatters service reliability platform.

Automate on the xMatters service reliability platform: Move faster with confidence. Our no-code and low-code integrations let you build flexible workflows to address issues proactively—even during deployments.

Frictionless on-call: Manage on-call seamlessly. Automatically escalate to the right people, schedule with ease, and act on detailed alerts from anywhere.

Adaptive Incident Management: Stay resilient in any scenario with our adaptive approach to incident management. Automate resolution, protect customers from disruptions, and learn from each event.

Signal Intelligence: Put situations in context and cut through the noise of multiple monitoring tools with filtering and suppression, alert correlation, enriched notifications, and routing based on role or function.

Actionable Analytics: Get quick insights into key metrics to understand inefficiencies, boosting collaboration and productivity across engineering and operations teams.

Everbridge

Sample Customers

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

Over 2.7 million users trust xMatters daily at successful startups and global giants including athenahealth, BMC Software, Box, Credit Suisse, Danske Bank, Experian, NVIDIA, ViaSat and Vodafone. xMatters is headquartered in San Ramon, California and has offices worldwide. Visit our website to see how business like yours found solutions with xMatters.

Buyer's Guide

IT Service Management (ITSM)

September 2025

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