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BMC Helix Platform vs SCSM comparison

 

Comparison Buyer's Guide

Executive Summary

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 Platform
Ranking in IT Service Management (ITSM)
23rd
Average Rating
7.0
Reviews Sentiment
6.4
Number of Reviews
3
Ranking in other categories
No ranking in other categories
SCSM
Ranking in IT Service Management (ITSM)
10th
Average Rating
7.0
Reviews Sentiment
6.5
Number of Reviews
27
Ranking in other categories
Help Desk Software (11th)
 

Mindshare comparison

As of July 2025, in the IT Service Management (ITSM) category, the mindshare of BMC Helix Platform is 0.4%. The mindshare of SCSM is 1.4%, down from 2.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

MohammedOmer - PeerSpot reviewer
Complies with industry standards but needs easier setup and better navigation
It depends on the tier level - for the front-end users, BMC Helix Platform is easy with minimal training required. For mid-tier and back-end, training is required as the product is vast and has many different capabilities that need to be learned to extend those capabilities into other platforms. The licensing should be simplified. The functionality of the product is divided into many versions, and offerings are not bundled. We have to obtain different modules, and that complexity can be standardized. The website doesn't have much information about offerings until you engage with them. More information should be clearly mentioned on their website and product sites regarding licensing. Product features and capabilities shown in their marketing materials are limited. Their PDFs focus heavily on TrueSight but don't emphasize outcomes and real offerings of features for ITSM or line of business service requests. They can provide template-based solutions for departments as functionality remains similar throughout different business verticals. Out-of-the-box offerings for service requests and catalogs for HR and admin departments could help expedite implementation and gain more momentum and trust from the market.
LuisSanchez3 - PeerSpot reviewer
Current setup enables smooth problem-solving but lacks comprehensive guidance and local support
More information about setup procedures and a more user-friendly front end would be beneficial. We need more information for setup processes. It is difficult to do the work independently, requiring us to hire external companies for maintenance hours to fix small issues that could be resolved faster in-house if we had better information. We have been looking for an upgrade version, but finding local service has been difficult. It has been challenging trying to get things done. Speaking with the Microsoft office, we found there are no local companies with substantial experience with SCSM. What we have now was installed five or six years ago. It has been difficult to change configurations and look for upgrades, even with all the manuals. Our office is considering moving away from SCSM and getting a service desk solution outside of Microsoft. For me, it has been a good tool to get help and solve internal problems in the office. It is a very good tool, but the difficulty in getting local service or more information is pushing us to look for another tool.

Quotes from Members

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

Pros

"The BMC Helix Platform is perfect."
"BMC Helix Platform helps in digital transformation and internal workflows and processes being adopted from different departments in line of businesses."
"The most valuable features of BMC Helix Platform for service delivery include Helix GPT, which uses AI and GPT within the enterprise service management space."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"This product has helped our organization by allowing people to connect with each other."
"I've used SCSM a lot, and its features are valuable."
"It is quite scalable."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"It is one of the most stable solutions in the market."
"If it is correctly configured, you can access and give service quickly to all the end users."
 

Cons

"We faced some stability issues with BMC Helix Platform's cloud version. Services and integration to AD weren't working properly at times."
"The cost of BMC Helix is very high, with an estimation of not less than $100,000 making it difficult for us to adopt the platform fully."
"To improve BMC Helix Platform, they could enhance the mobile experience."
"I have found SCSM not adequate enough to carry out some functions."
"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."
"The configuration could be easier."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
"They need more integration with open-source products."
"The major issues with SCSM include its severe slowness, especially on the client side, and the lack of comprehensive reporting tools."
"It has not helped reduce the burden on IT resources."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
 

Pricing and Cost Advice

"Regarding the cost, it's not expensive for enterprises but can be costly for small to medium-sized businesses. I recommend implementing a pricing model tailored for small to medium businesses to attract a larger customer base. Approximately, the license cost is around sixty dollars per month."
"The license for SCSM is cheap."
"It is a lower price vs. other things on the market."
"It is an expensive solution."
"I would rate the pricing as two out of five."
"The platform is competitively priced."
"Licensing can be complex and confusing."
"The price should be lower."
"The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
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Top Industries

By visitors reading reviews
No data available
Government
26%
Computer Software Company
12%
Manufacturing Company
7%
Financial Services Firm
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What is your experience regarding pricing and costs for BMC Helix Platform?
In terms of cost for BMC Helix Platform, it falls in the middle range, rating about six or seven out of ten. It is less expensive compared to ServiceNow, which is very expensive.
What is your primary use case for BMC Helix Platform?
We are migrating to BMC Helix Platform, and we are also using BMC Control-M product, Control-M. We have seen their monitoring platform but haven't decided yet whether to choose Datadog. There is a ...
What advice do you have for others considering BMC Helix Platform?
A rating of five means it is difficult to set up. I recommend evaluating if BMC Helix Platform is really needed because it requires dedicated resources to manage. It is not suitable for non-technic...
What do you like most about SCSM?
The solution offers good productivity at a low price point.
What is your experience regarding pricing and costs for SCSM?
I am not sure about the pricing as I do not have experience with it.
What needs improvement with SCSM?
More information about setup procedures and a more user-friendly front end would be beneficial. We need more information for setup processes. It is difficult to do the work independently, requiring...
 

Comparisons

No data available
 

Also Known As

No data available
System Center Service Manager
 

Overview

 

Sample Customers

Information Not Available
Fibabanka, UMC Health System
Find out what your peers are saying about BMC Helix Platform vs. SCSM and other solutions. Updated: July 2025.
863,429 professionals have used our research since 2012.