Compare BMC Helix ITSM vs. SolarWinds Web Help Desk

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Most Helpful Review
Use SolarWinds Web Help Desk? Share your opinion.
Find out what your peers are saying about BMC Helix ITSM vs. SolarWinds Web Help Desk and other solutions. Updated: September 2020.
438,725 professionals have used our research since 2012.
Quotes From Members

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

Pros
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure.""In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything.""This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."

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"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for.""The most valuable feature of this solution is the assets management module."

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Cons
"In the next release, I would like to see AI used for classification or categorization.""They could be more responsive to feedback from their community board.""To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."

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"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds.""This solution needs to have mobile application support added."

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

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"They charge by the technician. It costs $117 per technician per year."

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Questions from the Community
Top Answer: 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… more »
Top Answer: This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the… more »
Top Answer: BMC Helis ITSM is a very good tool, can be customized, can be integrated with other tools but still has the scope of improvements from a UI/UX perspective. some of them are listed below: 1. Offline… more »
Top Answer: The most valuable feature of this solution is the assets management module.
Top Answer: The GUI for this solution can be better. This solution needs to have mobile application support added.
Top Answer: We are a solution provider and this is one of the products that we provide to our customers. This solution is primarily used as a ticketing system, and for asset management. The deployment model… more »
Ranking
8th
out of 56 in Help Desk Software
Views
13,981
Comparisons
8,575
Reviews
3
Average Words per Review
520
Avg. Rating
9.3
22nd
out of 56 in Help Desk Software
Views
1,121
Comparisons
953
Reviews
2
Average Words per Review
595
Avg. Rating
6.5
Popular Comparisons
Compared 71% of the time.
Compared 5% of the time.
Compared 5% of the time.
Also Known As
Remedy ITSM, Remedy, Helix Remedy
Learn
BMC
SolarWinds
Overview
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.

SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:

  1. Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
  2. Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
  3. Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
  4. Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
  5. Centralize your knowledge management, Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
  6. Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.
Offer
Learn more about BMC Helix ITSM
Learn more about SolarWinds Web Help Desk
Sample Customers
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford UniversityInstacart
Top Industries
REVIEWERS
Financial Services Firm24%
Comms Service Provider12%
Government12%
Manufacturing Company12%
VISITORS READING REVIEWS
Computer Software Company46%
Government8%
Comms Service Provider8%
Media Company6%
No Data Available
Find out what your peers are saying about BMC Helix ITSM vs. SolarWinds Web Help Desk and other solutions. Updated: September 2020.
438,725 professionals have used our research since 2012.
BMC Helix ITSM is ranked 8th in Help Desk Software with 3 reviews while SolarWinds Web Help Desk is ranked 22nd in Help Desk Software with 2 reviews. BMC Helix ITSM is rated 9.4, while SolarWinds Web Help Desk is rated 6.6. The top reviewer of BMC Helix ITSM writes "Good knowledge management features in this highly scalable product". On the other hand, the top reviewer of SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". BMC Helix ITSM is most compared with ServiceNow, BMC Remedyforce, JIRA Service Desk, ManageEngine ServiceDesk Plus and Cherwell Service Management, whereas SolarWinds Web Help Desk is most compared with ManageEngine ServiceDesk Plus, ServiceNow, JIRA Service Desk, Zendesk Guide and IBM Maximo. See our BMC Helix ITSM vs. SolarWinds Web Help Desk report.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

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