Compare BMC Helix ITSM vs. TOPdesk

BMC Helix ITSM is ranked 8th in Help Desk Software with 3 reviews while TOPdesk is ranked 15th in Help Desk Software with 4 reviews. BMC Helix ITSM is rated 9.4, while TOPdesk is rated 8.2. 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 TOPdesk writes "Helpful asset and reservation management capability, with professional and responsive technical support". BMC Helix ITSM is most compared with ServiceNow, BMC Remedyforce, JIRA Service Desk, ManageEngine ServiceDesk Plus and Cherwell Service Management, whereas TOPdesk is most compared with ServiceNow, JIRA Service Desk, Zendesk Guide, Micro Focus Service Manager and HEAT Service Management. See our BMC Helix ITSM vs. TOPdesk report.
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BMC Helix ITSM Logo
13,938 views|8,558 comparisons
TOPdesk Logo
1,758 views|1,396 comparisons
Most Helpful Review
Find out what your peers are saying about BMC Helix ITSM vs. TOPdesk and other solutions. Updated: July 2020.
430,223 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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The most valuable feature of this solution is the incident management module.Its ITSM approach is quite useful.When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have.This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI.

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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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Change management implementation, facility management, and making reservations on assets can be improved.The solution's change management could be better.This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package.An operator is also a user but requires creating two different records.

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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.

More BMC Helix ITSM Pricing and Cost Advice »

Compared to other products in this segment, I think that they are priced well and not too expensive.The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date.

More TOPdesk Pricing and Cost Advice »

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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
15th
out of 55 in Help Desk Software
Views
1,758
Comparisons
1,396
Reviews
4
Average Words per Review
358
Avg. Rating
8.3
Popular Comparisons
Compared 71% of the time.
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Compared 10% of the time.
Compared 3% of the time.
Also Known As
Remedy ITSM, Remedy, Helix Remedy
Learn
BMC
TOPdesk
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.Excellent service management made easy : Happy customers are the goal of every supporting department. We understand. That’s why we’ve created a solution that helps you improve customer communication, manage workflows and keep track of assets. But above all: our software is simple and attractive. This not only makes it pleasant to use, but also quick to adopt. You’re looking to deliver excellent service from day one – and TOPdesk is here to help. TOPdesk delivers one integrated service platform for IT, FM, HR and other Service departments with a build Self Service Portal, asset management, reporting and integration platform( see also our TOPdesk Marketplace for selection of connectors). Some key features include : Call Management, Incident and Service Request Management, Service Catalogue, Asset & Configuration Management, Problem Management, Change Management, Project Management, Operations Management, Reservations Management, Stock & Order Management, Contract Management and SLA's, Survey Management, Self Service Portal, Form designer, Portal designer, Event & Action Management, Knowlegde Base, Report wizards, Resource Management, Barcode, CAD and Exchange integration TOPdesk helps you streamline your ITIL, Agile, Sox, KCS, ASL/BISL, GDPR compliance Result at our global customer base : 98% customer retention rate 99% of our implementations within budget and timeframe 90% up and running within 3 month NPS score of 35 (4500 cusotmers) 98% customer recommondation score 4,7 score at Gartner Peer Insights Our ecosystem consist of : 4500 customers across 45 countries > 300.000 daily users > 15.000.000 supported end-users 40+ partners What makes TOPdesk unique? • ITIL-based modules for all your service needs: from Ticket and Asset Management to Reservations Management • License based on end users or service agents, whateveris best for you • Unlimited number of assets or self service users • Easy to implement: get up and running quickly • Choose between on-premises or SaaS
Offer
Learn more about BMC Helix ITSM
Learn more about TOPdesk
Sample Customers
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford UniversityCity of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.
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 Company49%
Comms Service Provider12%
Non Tech Company7%
Government5%
Find out what your peers are saying about BMC Helix ITSM vs. TOPdesk and other solutions. Updated: July 2020.
430,223 professionals have used our research since 2012.

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