BMC Helix ITSM vs. SolarWinds Web Help Desk Comparison

BMC Helix ITSM

SolarWinds Web Help Desk

BMC Helix ITSM

Read 3 BMC Helix ITSM reviews.

13,981 views|8,575 comparisons

SolarWinds Web Help Desk

Read 2 SolarWinds Web Help Desk reviews.

1,121 views|953 comparisons

Most Helpful Review

Anonymous User

IT Consultant at a retailer

Helpful linking of parent and child tickets, and automatically calculates SLA

This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents,... Read more »

Use SolarWinds Web Help Desk? Share your opinion.

Free Report: BMC Helix ITSM vs. SolarWinds Web Help Desk

Find out what your peers are saying about BMC Helix ITSM vs. SolarWinds Web Help Desk and other solutions. Updated: September 2020.

Download now

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." More BMC Helix ITSM Pros »	"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." More SolarWinds Web Help Desk Pros »
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." More BMC Helix ITSM Cons »	"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." More SolarWinds Web Help Desk Cons »

Pricing and Cost Advice
"If you are looking for some kind of professional services form the OEM then you would have to purchase that." More BMC Helix ITSM Pricing and Cost Advice »	"They charge by the technician. It costs $117 per technician per year." More SolarWinds Web Help Desk Pricing and Cost Advice »

See Which Vendors Are Best For You Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs. See Recommendations 438,725 professionals have used our research since 2012.
Questions from the Community
Question: What Is The Biggest Difference Between BMC Helix and ServiceNow? 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 » Read all 8 answers Question: What do you like most about BMC Helix ITSM? 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 » Read all 2 answers Question: What needs improvement with BMC Helix ITSM? 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 » Read all 3 answers	Question: What do you like most about SolarWinds Web Help Desk? Top Answer: The most valuable feature of this solution is the assets management module. Question: What needs improvement with SolarWinds Web Help Desk? Top Answer: The GUI for this solution can be better. This solution needs to have mobile application support added. Question: What is your primary use case for SolarWinds Web Help Desk? 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
ServiceNow vs. BMC Helix ITSM Compared 71% of the time. BMC Remedyforce vs. BMC Helix ITSM Compared 5% of the time. JIRA Service Desk vs. BMC Helix ITSM Compared 5% of the time. ManageEngine ServiceDesk Plus vs. BMC Helix ITSM Compared 3% of the time. Cherwell Service Management vs. BMC Helix ITSM Compared 2% of the time. See more BMC Helix ITSM competitors » + Add more products to compare	ManageEngine ServiceDesk Plus vs. SolarWinds Web Help Desk Compared 26% of the time. ServiceNow vs. SolarWinds Web Help Desk Compared 15% of the time. JIRA Service Desk vs. SolarWinds Web Help Desk Compared 14% of the time. Zendesk Guide vs. SolarWinds Web Help Desk Compared 10% of the time. IBM Maximo vs. SolarWinds Web Help Desk Compared 8% of the time. See more SolarWinds Web Help Desk competitors » + Add more products to compare
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: Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time. Control change management, It regulates and manages change requests through automated approval workflows and panel voting options. Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs. Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation. 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. 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	Learn more about SolarWinds Web Help Desk Learn More
Sample Customers
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University	Instacart
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

Compare BMC Helix ITSM vs. SolarWinds Web Help Desk