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 867,445 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

"Our Change Management and Incident Management processes have been greatly improved."

"The solution can scale."

"The solution can perform well for large-sized companies."

"It has centralized all work orders and help desk ticket tracking."

"It has the power to automatize several different tasks in the ITSM world."

"It's one of the top solutions on the market for ITSM capabilities."

"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."

"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."

More BMC Helix ITSM pros

"We saw the value by being able to import everyone's schedule into one common central repository and have one tool for all the operational teams, or any team for that matter. It gave us the technology to find out who is on call. The incident management of xMatters' integration was another key aspect, where we could say, "You can configure this when a high ticket fires.""

"It reduces the mean time to restore a service. Before, it would probably take an hour to get everybody settled down. With the integrations right now, if somebody flags a major incident, then everyone is on a call in the next 15 minutes."

"We haven't evaluated any product recently, but from what I can tell, looking around online, what xMatters has that others don't have are the custom forms. That's the big differentiator at the moment because that's something that we heavily use."

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

"Being SaaS-based is a plus. Regardless of the state of our network or infrastructure, xMatters will still be available via a mobile device."

"Allows us to define scenarios that notify only the necessary people when we need to open a conference bridge."

"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."

"The two-way integration between ServiceNow and xMatters allows us to assign tickets to support personnel faster and respond to incidents faster."

More xMatters 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."

"The notifications that the solution is providing are very helpful, they should keep improving them for the future."

"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."

"Log in process is unnecessarily complicated."

"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."

"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."

"Working with numerous processes can be complex, and the processes are not always transparent in the 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."

More BMC Helix ITSM cons

"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."

"We have to create an Excel sheet for onboarding users and then upload it. But if an employee resigns, we don't have any checkpoints to validate whether the user is still active or not. We have to do that manually every week: Check who has left the organization, and do a cross-check, whether this person had any licenses or signed in to xMatters."

"The REST API is still missing some important functionality, which we require."

"I would like to see some more user templates. There are roles — administrator, user, etc. — but it would be nice to create a user template that restricted what people assigned that role could do."

"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."

"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."

"I would like some minor UI changes. I believe I filed some enhancement requests with xMatters. For example, in one area, they have some way for you to look at a particular functionality with different sets of reporting UI. However, that same reporting UI is not yet available with some other functionalities. Essentially, in their existing functionality, the xMatters application does an excellent job, but in other functionalities within their UI, they don't have that. On the back-end, they are related. Instead of one click where you can see everything, right now you need to go to different areas to access similar information. It would be nice to have everything in one place. While they have an excellent element A, I am hoping that they could just simply make that feature also available in their element B."

More xMatters cons

Pricing and Cost Advice

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

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

"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."

"The solution's pricing should come down."

"The price of BMC Helix ITSM is expensive."

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

"If you are looking for some kind of professional services form the OEM then you would have to purchase that."

More BMC Helix ITSM pricing and cost advice

"xMatters shortens the time to resolution, so the amount saved in potential lost revenue and productivity has justified the cost for our organization."

"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."

"I am not really privy to how much my client is paying for this service. They just tell me the number of licenses that they have. Every time that I say, "I need extra licenses to make sure that all Level 1 and 2s have their own xMatters account," they keep telling me that it is too expensive. If the only purpose is to call people, it doesn't justify the cost of paying more than the number of licenses that they already have."

"The pricing is tiered so we took that into account. If we were to license 10 or 20 people, that would be a certain price. And if we were to license 50 or 100, there would be a little bit of discounting. But the per-user license was right in line with what we were expecting."

"This is a subscription-based, SaaS solution."

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

"The pricing is too high... we procured 150 licenses and we have almost 1,500 users in IT. We had to come up with a few ideas for determining which users get a license and which users don't need one. Due to the limitation of the number of licenses, we were unable to integrate the user profiles with Active Directory."

"There's a significant difference between a full license, which allows people to respond to and acknowledge receipt of messages, and a more scaled-down license, which just allows people to see the notification. So we need to evaluate what license they need when onboarding new users because the full license is significantly more expensive."

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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