Compare BMC Helix ITSM vs. SysAid

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BMC Helix ITSM Logo
13,938 views|8,558 comparisons
SysAid Logo
933 views|630 comparisons
Most Helpful Review
Find out what your peers are saying about BMC Helix ITSM vs. SysAid and other solutions. Updated: July 2020.
431,468 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 tracks everything that the technicians are doing. We can account for time and manage resources.The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage.The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow.The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model.All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on.The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us.

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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 administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports.So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be.One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function.We would like them to approve the security functionalities, e.g., management security features.There is a learning curve for the users.

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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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Once you're interested, talk with SysAid. You can have them come in and look at your company and advise you on the best solution. They will tell you what comes with each separate package and also advise you what application to activate. If you want something that they don't have, they have a department that can design something based on your unique requests.Overall, the price is good. It's all about what you get for the base amount. From my perspective, you want to look at what you're getting out-of-the-box. SysAid does a good job of putting key stuff in the box for you.SysAid is a good solution, especially from a pricing perspective.We saw our investment back at the end of year one.The pricing of SysAid is less than its competitors.

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431,468 professionals have used our research since 2012.
Ranking
8th
out of 55 in Help Desk Software
Views
13,938
Comparisons
8,558
Reviews
3
Average Words per Review
520
Avg. Rating
9.3
10th
out of 55 in Help Desk Software
Views
933
Comparisons
630
Reviews
4
Average Words per Review
1,932
Avg. Rating
8.8
Popular Comparisons
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Also Known As
Remedy ITSM, Remedy, Helix Remedy
Learn
BMC
SysAid
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.

Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.

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Learn more about BMC Helix ITSM
Learn more about SysAid
Sample Customers
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford UniversityDisney, Sears Holdings Corporation, LAN Airlines, Schneider Electric, On Semiconductors, Toyota, Sky, KPMG, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank, Xerox, Bacardi, Del Monte Fresh Produce, Manpower, Nucor, Ecobank
Top Industries
REVIEWERS
Financial Services Firm24%
Comms Service Provider12%
Government12%
Manufacturing Company12%
VISITORS READING REVIEWS
Computer Software Company46%
Government8%
Comms Service Provider7%
Media Company6%
VISITORS READING REVIEWS
Computer Software Company26%
Retailer19%
Comms Service Provider6%
K 12 Educational Company Or School6%
Find out what your peers are saying about BMC Helix ITSM vs. SysAid and other solutions. Updated: July 2020.
431,468 professionals have used our research since 2012.
BMC Helix ITSM is ranked 8th in Help Desk Software with 3 reviews while SysAid is ranked 10th in Help Desk Software with 5 reviews. BMC Helix ITSM is rated 9.4, while SysAid is rated 8.8. 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 SysAid writes "The change management software gives us workflows and allows for an approval process". BMC Helix ITSM is most compared with ServiceNow, BMC Remedyforce, JIRA Service Desk, ManageEngine ServiceDesk Plus and Cherwell Service Management, whereas SysAid is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Spiceworks, JIRA Service Desk and Zendesk Guide. See our BMC Helix ITSM vs. SysAid report.

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

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