We performed a comparison between BMC Helix ITSM vs ServiceNow based on our users’ reviews in five categories. After reading all of the collected data, you can find our conclusion below.
Comparison Results: ServiceNow is the winner in this comparison. Though more expensive, ServiceNow offers more features and better stability, scalability, ROI, and customer support.
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"Helix is stable."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"It has the power to automatize several different tasks in the ITSM world."
"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."
"It offers ready-built automation and simpler configuration for workflows."
"Very good incident management, chain management and problem management features."
"It's great for keeping everyone informed in the company - not just IT. Everyone becomes aware of change requests and incidents so the entire company is on the same page."
"What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards."
"This solution is a single-storage for our user community to submit help desk tickets."
"The most valuable features of the solution are the ease of use and the sensor for ticketing systems."
"It facilitates the monitoring of major incidents and provides insights into the effort expended to resolve each incident."
"In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"Adding additional fields does not work very well."
"They could be more responsive to feedback from their community board."
"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"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."
"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"The solution’s user interface could be improved and given a better design."
"There are Virtual Task Boards in the tool in the latest releases. There are many of them in the Scaled Agile Framework. There is some room there for improvement. It's really quite promising but, at the same time, it could be improved and I believe it will be improved soon."
"An area for improvement would be the accessibility of downloaded and compressed files."
"The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking."
"It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them."
"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."
"HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module."
"There should be fewer clicks and faster integrations between solutions."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 21 reviews while ServiceNow is ranked 1st in Help Desk Software with 24 reviews. BMC Helix ITSM is rated 8.0, while ServiceNow is rated 8.4. The top reviewer of BMC Helix ITSM writes "Reliable with a good front end and very robust". On the other hand, the top reviewer of ServiceNow writes "Comprehensive IT service management with predefined processes, and seamless integration, empowering organizations to streamline workflows and enhance productivity". BMC Helix ITSM is most compared with JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk, IBM Maximo and IFS Cloud Platform, whereas ServiceNow is most compared with Microsoft Power Apps, Pega BPM, IBM Maximo, Microsoft Dynamics CRM and Appian. See our BMC Helix ITSM vs. ServiceNow report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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BMC Helix (Remedy) is not a new product release from BMC. This is a relaunched SaaS offering from BMC under a new Package called as Helix previously known as RemedyOnDemand. Having said that, the Helix seems much more than RemedyOnDemand used to offer. With Helix, the customer has the option to choose a cloud - BMC Cloud, AWS and MS Azure. The core products are Remedy ITSM, Digital workplace (MyIT/SmartIT) mobile apps, BMC Discovery, BMC Business workflows (case management solution for LOB). The supported products are Remedy Single-Sign-On, BMC Client Management, and BMC Client Gateway. These are all available today On-Premise as well. The deployment technology is no longer the old method of installations and configurations on a VM. The new technology that BMC Helix brings is Containerisation. The Docker and Kubernetes container technologies help in provisioning the Helix Products within a day and thus you are ready to configure/customized to suit your business needs from day two itself. Further, Helix offers cognitive capabilities for your ITSM with solutions completely built on cloud - Chatbot and AI automation powered by IBM Watson. Innovation suite platform - a microservices based architecture and integrations through REST APIs. The innovation suite offers an integration studio with few in-built connectors as well like Jira, Service Cloud, etc. You can further build your own connectors using the integration controller within the innovation suite platform.
So to summarise my view - Helix offers a lot to the customer within one single package and must be given a shot as it brings a choice of cloud, container technology and cognitive capabilities for the products which are already known and popular in the ITSM world.
BMC Helix- BMC Applications As Service (ITSM, Discovery, Monitoring) deployable on any cloud as per your choice using Containers. I think BMC is now making things to work in Cloud and work as SaaS.
ServiceNow- Hosted on in Its own Dcs . You do not have Choice to Choose Cloud but you can choose DC/Region as per your PO. Still I feel ServiceNow ECO System is designed for Pure SaaS model.
There are several differences between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages), notifications, and the currency used in an application.AI is affecting every part of our lives, including IT Service Management. IT operations are connected to every other part of the business and thus ITSM plays an important role in the business to improve the overall performance. Here are the top ITSM Trends we feel will impact businesses in 2020. BMC Helix- BMC Applications As Service (ITSM, Discovery, Monitoring)
deployable on any cloud as per your choice using Containers. I think BMCis now making things work in Cloud and work as SaaS.
Digitalization is rapidly changing the face of ITSM. The traditional service desk is evolving into an AI-powered service management platform. Employees are demanding a consumer world-like experience that is intuitive, omnichannel, fast, and seamless. Employee experience has taken a center stage now.
According to Gartner reports, 40% of the enterprises will adapt AIOPS (Artificial Intelligence for IT operations) by 2022. AI-enabled customer-facing service desk support will increase by 25% by 2020 leveraging virtual customer assistants and chatbots. Let’s take a look at the new advances in the ITSM platform. From my point of view, Helix offers a lot to the customer within one single package and must be given a shot as it brings a choice of cloud, container technology and cognitive capabilities for the products which are already known and
popular in the ITSM world.