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Compare Agiloft ITSM ITIL Service Desk Suite vs. BMC Helix ITSM

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Pricing and Cost Advice
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"If you are looking for some kind of professional services form the OEM then you would have to purchase that.""It is too expensive for a small business.""It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more.""I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."

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Top Answer: 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.
Top Answer: 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.
Top Answer: We use BMC Helix for application discovery and dependency mapping the area of the nCode. It's one of the best programs we've used. We usually serve around 10 to 20 customers with this solution but… more »
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Comparisons
Also Known As
Agiloft ITSM/ITIL Service Desk Suite, Agiloft IT Service Management
Remedy ITSM, Remedy, Helix Remedy
Learn More
Overview
Flexible ITIL and ITSM Software

Awarded “Best Overall Value” three years in a row by Info-Tech Research Group

What we can do for you

Improve Consistency: Pre-built ITIL processes and integrated asset management guides IT staff through your preferred processes and ensure consistent service. Workflow automation tracks performance and proactively escalates issues before they become problems.

Gain Actionable Insights: Dashboards, reports, and charts show turnaround times, staff productivity and overdue tickets at a glance. So you can plan and respond effectively.

Close Tickets Faster: The self-service portal with single sign-on empowers users while reducing the burden on your staff. Eliminate errors and duplication of effort with a centralized knowledgebase.

Features

End User Portal: With a 24/7 self-service portal, users are able to report issues or request services online. A dynamic knowledge base with FAQ, and full text search, provides answers to common issues.

Live Chat: Provide real-time service for critical issues and convert chat transcripts into tickets with one click. LogMeIn Rescue or Bomgar integration enables fast and effective remote support.

Personalized Home Pages: Improve staff productivity with easily customized home pages that allow IT staff to work the way they like and see the information most important to them.

Full Auditability: Available via historical snapshots that display the entire record as it existed at any point in time and configurable audit logs.

Efficient Resolutions: Through configurable ticket assignment and escalation rules that alert you to blockages and proactively escalate issues when necessary.

Global Support: With multi-language functionality and follow-the-sun case assignment that can be customized for the working hours of different teams.


“Agiloft is one of the most caring and responsive vendors that I have ever worked with”
— Dave Ross, Cal Poly


Get more information | Try it now | Request a demo


What Makes Us Different
  • Built on an agile platform for rapid configuration of the most sophisticated requirements, without any coding.
  • Available both as a hosted cloud solution and as an in-house deployment.
  • Fully extensible, with 10+ out-of-the-box applications and the flexibility to map any custom business process.
  • One affordable price that includes all features and functionality. No hidden fees, no surprises.
BMC Remedy is an innovative service management platform built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. Simple to use and powerful enough to manage the most advanced digital enterprises, Remedy can be delivered from the BMC cloud or your own data center.
Offer
Learn more about Agiloft ITSM ITIL Service Desk Suite
Learn more about BMC Helix ITSM
Sample Customers
Affinity Development Group, ArcaTech Systems, Carestream Health, CareView Communications, Chester County, Chevron Corporation, Conde Nast, CSF International, DCG Systems, East Virginia Medical School, EMC, Hopkins County Board of Education, Hot Topic Media, Lattice Semiconductor, Lexnet Consulting Group
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Top Industries
VISITORS READING REVIEWS
Computer Software Company32%
Government11%
Healthcare Company10%
Comms Service Provider9%
REVIEWERS
Computer Software Company19%
Financial Services Firm15%
Manufacturing Company15%
Comms Service Provider12%
VISITORS READING REVIEWS
Computer Software Company36%
Comms Service Provider13%
Government9%
Financial Services Firm5%
Company Size
No Data Available
REVIEWERS
Small Business22%
Midsize Enterprise19%
Large Enterprise59%
VISITORS READING REVIEWS
Small Business18%
Midsize Enterprise18%
Large Enterprise65%
Find out what your peers are saying about ServiceNow, Atera, Atlassian and others in IT Service Management (ITSM). Updated: October 2021.
542,608 professionals have used our research since 2012.

Agiloft ITSM ITIL Service Desk Suite is ranked 30th in IT Service Management (ITSM) while BMC Helix ITSM is ranked 5th in IT Service Management (ITSM) with 11 reviews. Agiloft ITSM ITIL Service Desk Suite is rated 0.0, while BMC Helix ITSM is rated 7.6. On the other hand, the top reviewer of BMC Helix ITSM writes "Lacking report functionality, complex to operate, but useful interactive activity logs". Agiloft ITSM ITIL Service Desk Suite is most compared with Ivanti Service Desk , Clarity SM and HEAT Service Management, whereas BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, IBM Maximo and Cherwell Service Management.

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