BMC Helix ITSM vs SolarWinds Service Desk comparison

Cancel
You must select at least 2 products to compare!
Comparison Buyer's Guide
Executive Summary

We performed a comparison between BMC Helix ITSM and SolarWinds Service Desk 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: March 2024).
765,234 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"Technical support has been fine.""MyIT is simple to use and its mobility is a big plus for our on the go users.""We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing.""Provides a clean front-end for our users to log requests and has rich ITSM functionality.""The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information.""The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great.""The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework.""It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"

More BMC Helix ITSM Pros →

"The solution is very stable."

More SolarWinds Service Desk Pros →

Cons
"It takes a long-time to plan and deploy the on-premise solution.""The interface is one major complaint about this product.""The Approval Central system needs to be refreshed.""Log in process is unnecessarily complicated.""It needs to be more comfortable for the end-user.""When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed.""SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT.""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."

More BMC Helix ITSM Cons →

"The integration with other applications can use improvement because, for example, it was nearly impossible to integrate SolarWinds Service Desk with monday.com because we had to get an add-on from Zapier."

More SolarWinds Service Desk Cons →

Pricing and Cost Advice
  • "Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
  • "While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper."
  • "If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost."
  • "It is costly, but it is well worth it."
  • "Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed."
  • "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."
  • More BMC Helix ITSM Pricing and Cost Advice →

    Information Not Available
    report
    Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
    765,234 professionals have used our research since 2012.
    Questions from the Community
    Top Answer:It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures Having ITSM and proper knowledge is essential for our work to be acknowledged and… more »
    Top Answer: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… more »
    Top Answer:We used to support VMware applications, focusing on distributed applications such as data from ETW, Snowflake, and SAP. Our role involved processing critical data systems through internal mechanics… more »
    Top Answer:The solution is very stable.
    Top Answer:The integration with other applications can use improvement because, for example, it was nearly impossible to integrate SolarWinds Service Desk with monday.com because we had to get an add-on from… more »
    Top Answer:We use SolarWinds Service Desk to manage daily incidents and requests from users to the IT team. The users log their tickets using the solution and it is forwarded directly to the IT team or by email.
    Ranking
    Views
    8,241
    Comparisons
    4,657
    Reviews
    21
    Average Words per Review
    414
    Rating
    7.6
    Views
    399
    Comparisons
    130
    Reviews
    1
    Average Words per Review
    647
    Rating
    9.0
    Comparisons
    Also Known As
    Remedy ITSM, Remedy, Helix Remedy
    Learn More
    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.”

    Incident management consolidates, manages, and prioritizes incoming tickets.
    Service catalog standardizes service request and fulfillment processes.
    Fully integrated IT asset management compiles hardware, software, POs, and more.
    Service portal for users to have a single place to submit tickets and requests.

    Sample Customers
    Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
    Information Not Available
    Top Industries
    REVIEWERS
    Computer Software Company22%
    Manufacturing Company16%
    Comms Service Provider13%
    Financial Services Firm11%
    VISITORS READING REVIEWS
    Computer Software Company16%
    Financial Services Firm13%
    Government10%
    Manufacturing Company6%
    VISITORS READING REVIEWS
    Educational Organization69%
    Computer Software Company6%
    Government5%
    Construction Company4%
    Company Size
    REVIEWERS
    Small Business22%
    Midsize Enterprise17%
    Large Enterprise61%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise13%
    Large Enterprise70%
    VISITORS READING REVIEWS
    Small Business5%
    Midsize Enterprise77%
    Large Enterprise19%
    Buyer's Guide
    IT Service Management (ITSM)
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM). Updated: March 2024.
    765,234 professionals have used our research since 2012.

    BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while SolarWinds Service Desk is ranked 16th in IT Service Management (ITSM) with 1 review. BMC Helix ITSM is rated 8.0, while SolarWinds Service Desk is rated 9.0. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of SolarWinds Service Desk writes "A robust solution to automate and manage incidents and requests". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas SolarWinds Service Desk is most compared with Samanage.

    See our list of best IT Service Management (ITSM) vendors.

    We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.