We performed a comparison between BMC Helix ITSM vs ServiceNow based on our users’ reviews in five categories. After reading all of the collected data, you can find our conclusion below.
Comparison Results: ServiceNow is the winner in this comparison. Though more expensive, ServiceNow offers more features and better stability, scalability, ROI, and customer support.
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"It's one of the top solutions on the market for ITSM capabilities."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"The solution has good capabilities for analytics."
"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."
"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."
"ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."
"Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow."
"Easy to implement and consolidate different platforms and users with useful functionalities."
"The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs."
"It's great for keeping everyone informed in the company - not just IT. Everyone becomes aware of change requests and incidents so the entire company is on the same page."
"I think ServiceNow is highly stable. These kinds of tools are used in a big company, and I haven't seen any issues in terms of the core platform."
"We can keep track of incidences. There is a bucket where we keep all our information, and it enables communication between stakeholders. It helps us collaborate with each other."
"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."
"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."
"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."
"Needs less infrastructure requirements."
"Support could be better."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"The dashboard can be better."
"They could be more responsive to feedback from their community board."
"The interface is one major complaint about this product."
"All the screens are similar. It's the same platform for everything and you need to familiarize yourself with it. In the past, you used to have one screen per application. Now, you have everything integrated into one. Everybody will manage the same screen and they need to navigate into the same screen as the Internet Explorer with a toolbar with the categories and look for the things you want to see or the models you want to use."
"Some enhancements to the self-service platform would be helpful. That part is still a little barebone... Also, the mobile app is not bad, but it's limited."
"We can't update bulk tickets using a simple query language. Jira lets us update hundreds of tickets with one command. In ServiceNow, you need to select each task separately to close them. The dashboards could also be more user-friendly. Monday.com has better dashboards."
"There should be fewer clicks and faster integrations between solutions."
"The scalability needs improvement."
"I do not like the user interface."
"There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great."
"Licensing costs are very high."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while ServiceNow is ranked 1st in Help Desk Software with 212 reviews. BMC Helix ITSM is rated 8.0, while ServiceNow is rated 8.4. 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 ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". BMC Helix ITSM is most compared with JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk, IBM Maximo and IFS Cloud Platform, whereas ServiceNow is most compared with Microsoft Power Apps, Pega BPM, IBM Maximo, Appian and Microsoft Dynamics CRM. See our BMC Helix ITSM vs. ServiceNow report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
We monitor all Help Desk Software 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.
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 Helix seems much more than RemedyOnDemand used to offer. With Helix, the customer has the option to choose a cloud - BMC Cloud, AWS and MS Azure. The core products are Remedy ITSM, Digital workplace (MyIT/SmartIT) mobile apps, BMC Discovery, BMC Business workflows (case management solution for LOB). The supported products are Remedy Single-Sign-On, BMC Client Management, and BMC Client Gateway. These are all available today On-Premise as well. The deployment technology is no longer the old method of installations and configurations on a VM. The new technology that BMC Helix brings is Containerisation. The Docker and Kubernetes container technologies help in provisioning the Helix Products within a day and thus you are ready to configure/customized to suit your business needs from day two itself. Further, Helix offers cognitive capabilities for your ITSM with solutions completely built on cloud - Chatbot and AI automation powered by IBM Watson. Innovation suite platform - a microservices based architecture and integrations through REST APIs. The innovation suite offers an integration studio with few in-built connectors as well like Jira, Service Cloud, etc. You can further build your own connectors using the integration controller within the innovation suite platform.
So to summarise my view - Helix offers a lot to the customer within one single package and must be given a shot as it brings a choice of cloud, container technology and cognitive capabilities for the products which are already known and popular in the ITSM world.
BMC Helix- BMC Applications As Service (ITSM, Discovery, Monitoring) deployable on any cloud as per your choice using Containers. I think BMC is now making things to work in Cloud and work as SaaS.
ServiceNow- Hosted on in Its own Dcs . You do not have Choice to Choose Cloud but you can choose DC/Region as per your PO. Still I feel ServiceNow ECO System is designed for Pure SaaS model.
There are several differences between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages), notifications, and the currency used in an application.AI is affecting every part of our lives, including IT Service Management. IT operations are connected to every other part of the business and thus ITSM plays an important role in the business to improve the overall performance. Here are the top ITSM Trends we feel will impact businesses in 2020. BMC Helix- BMC Applications As Service (ITSM, Discovery, Monitoring)
deployable on any cloud as per your choice using Containers. I think BMCis now making things work in Cloud and work as SaaS.
Digitalization is rapidly changing the face of ITSM. The traditional service desk is evolving into an AI-powered service management platform. Employees are demanding a consumer world-like experience that is intuitive, omnichannel, fast, and seamless. Employee experience has taken a center stage now.
According to Gartner reports, 40% of the enterprises will adapt AIOPS (Artificial Intelligence for IT operations) by 2022. AI-enabled customer-facing service desk support will increase by 25% by 2020 leveraging virtual customer assistants and chatbots. Let’s take a look at the new advances in the ITSM platform. From my point of view, Helix offers a lot to the customer within one single package and must be given a shot as it brings a choice of cloud, container technology and cognitive capabilities for the products which are already known and
popular in the ITSM world.