BMC Helix ITSM vs Spiceworks comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between BMC Helix ITSM and Spiceworks based on real PeerSpot user reviews.

Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed BMC Helix ITSM vs. Spiceworks Report (Updated: March 2024).
765,234 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework.""We have seen year over year customer satisfaction improvement for the last five years.""Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues.""Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people.""The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline.""Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports.""Customer support is always fantastic and willing to help. No matter what time of day we have a problem.""The solution can perform well for large-sized companies."

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"The nice thing about Spiceworks is always it's free. Monitoring of printers for low toner. Finding machines that have low memory or low hard disk space.""It was easy to integrate Spiceworks with our existing setup.""The solution is very stable. It's reliable and efficient.""Helpdesk and inventory are both equally valuable, and they form the true core of the product.""It lets us know whether devices are getting out of date and tracked warranties. Spiceworks also gave me visibility in terms of what software was installed on each device and its status.""The solution can find all asset details automatically, whether it's a Mac address, computer name, IP address, models, etc. It's very helpful.""Spiceworks is generic and free.""If you're in the market for a low-cost service desk system, Spiceworks is a good software solution to start out with, especially when it comes to startups and those organizations that don't currently have any existing service desk software in place."

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Cons
"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.""Support could be more skilled. We are wasting too much of our time debugging.​""The interface is somewhat dated as compared to technologies in use today.""The amount of software issues are still too big, even considering the complexity of the tool.""Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years.""There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view.""The search feature and the dashboard could both be improved.""From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."

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"There are a lot of disadvantages to Spiceworks because it's not an agent-based solution.""The GUI must be improved.""They've also tried to integrate it with social logins, like Twitter and LinkedIn, and that type of login authentication has no place in a corporate application.""One of the biggest ways in which Spiceworks could improve is by developing better and more automated workflows. For example, in another solution called ServiceDesk by ManageEngine, you can have levels of approval in the event that there is a request for new software, or when someone requests a VPN or WiFi connection. This kind of multi-stage approval feature provided by ServiceDesk does not appear to exist in Spiceworks, and it is one of their main shortcomings for me.""Sometimes, it can be difficult to integrate what you need.""I would like the solution to allow for more direct interaction with computers. I can open tickets and I can see their status, but I can't interact directly with the computers themselves.""The SNMP sniffer requires a lot of work to get right.""Having an integrated asset management tool, where I can plug in things that are offline, would be good."

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Pricing and Cost Advice
  • "Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
  • "While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper."
  • "If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost."
  • "It is costly, but it is well worth it."
  • "Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed."
  • "If you are looking for some kind of professional services form the OEM then you would have to purchase that."
  • "It is too expensive for a small business."
  • "It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."
  • More BMC Helix ITSM Pricing and Cost Advice →

  • "The product is free! Get it now."
  • "It's free."
  • "It might be about $300 annually for a bigger company. If you pay annually, it's better and cheaper."
  • "Seeing that it is a low-cost solution, I would advise you to go ahead with Spiceworks and experiment with it to see if you can get things working properly, especially if you currently don't have any existing service desk software in place."
  • "The tool is cheap."
  • More Spiceworks Pricing and Cost Advice →

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    Comparison Review
    Anonymous User
    I have researched a quite a few network monitoring tools which can be used for various monitoring purposes of not only the servers, but the intermediate routers as well. There are majorly three types of these softwares. Ones which are completely open-source, you can do almost anything you want using these, but they require quite some expertise before you can use them. Then there are the ones that are not open source, the enterprise softwares and cost you some money, but on the other hand, they are extremely easy to set-up and learn. You can have them up and running in a matter of minutes. And then there are those which are completely cloud based. They can be free of cost or charge some money depending on the software. The good thing about these is that you don’t have to install any extra software, and it can be managed completely online but then again these have limited features and you cannot exploit them to the full extent as you can do with the open-source and to some extent the enterprise software, so I won’t suggest you to use these, because these are generally not the complete solutions and require other support software to achieve the same. Below I have listed the outstanding pros and cons of the various Network analyzers that you can look into Nagios Pros: Nagios offers an extensive set of collector plug-ins that allows users to gather performance and availability data from a broad range of operating systems, including  Windows and Netware Nagios… Read more →
    Questions from the Community
    Top Answer:It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures Having ITSM and proper knowledge is essential for our work to be acknowledged and… more »
    Top Answer:Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various… more »
    Top Answer:We used to support VMware applications, focusing on distributed applications such as data from ETW, Snowflake, and SAP. Our role involved processing critical data systems through internal mechanics… more »
    Top Answer:The solution is easy to use and easy to manage.
    Top Answer:The GUI must be improved. The GUI looks old-fashioned. The vendor must do some web development for it.
    Ranking
    3rd
    out of 59 in Help Desk Software
    Views
    8,522
    Comparisons
    4,804
    Reviews
    21
    Average Words per Review
    414
    Rating
    7.6
    22nd
    out of 59 in Help Desk Software
    Views
    1,233
    Comparisons
    648
    Reviews
    4
    Average Words per Review
    540
    Rating
    7.0
    Comparisons
    Also Known As
    Remedy ITSM, Remedy, Helix Remedy
    Learn More
    Overview

    BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.

    BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.

    Key Features

    Some of BMC Helix ITSM’s key features include:

    • Solves service issues in a way that makes you more efficient. BMC Helix ITSM employs advanced analytic software that searches for areas where your organization can drive efficiencies to provide the best possible service.
    • Groups issues that recur in a way that streamlines both analysis and incident management. It uses artificial intelligence to identify and solve groups of incidents in real time. The AI automates these processes, which can prove both tedious and time-consuming.
    • Securely and seamlessly provides services across multi-cloud environments with “a single pane of glass” interface. This allows you to be highly flexible. You can configure your services in a number of different ways without having to worry that your multi-cloud environment won’t be able to support your service management.
    • The ability to view all of your management data in a way that provides you with clear insights into your system’s management. BMC Helix ITSM enables you to create custom reports and dashboards. This makes it possible for you to see any and all significant trends in your operations and services data.

    Reviews from Real Users

    BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.

    A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”

    Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.”

    From network inventory and network monitoring to help desk software, and mobile device management (MDM) to cloud services detection, Spiceworks helps you manage everything about your IT workday from one easy place.
    Sample Customers
    Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
    Broward Center for the Performing Arts, Symantec, Webroot, EMC, Pertino
    Top Industries
    REVIEWERS
    Computer Software Company22%
    Manufacturing Company16%
    Comms Service Provider13%
    Financial Services Firm11%
    VISITORS READING REVIEWS
    Computer Software Company16%
    Financial Services Firm13%
    Government10%
    Manufacturing Company6%
    REVIEWERS
    Manufacturing Company16%
    Construction Company10%
    Hospitality Company6%
    Retailer6%
    VISITORS READING REVIEWS
    Computer Software Company18%
    Financial Services Firm8%
    Government7%
    Construction Company6%
    Company Size
    REVIEWERS
    Small Business22%
    Midsize Enterprise17%
    Large Enterprise61%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise13%
    Large Enterprise70%
    REVIEWERS
    Small Business50%
    Midsize Enterprise29%
    Large Enterprise21%
    VISITORS READING REVIEWS
    Small Business31%
    Midsize Enterprise19%
    Large Enterprise50%
    Buyer's Guide
    BMC Helix ITSM vs. Spiceworks
    March 2024
    Find out what your peers are saying about BMC Helix ITSM vs. Spiceworks and other solutions. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Spiceworks is ranked 22nd in Help Desk Software with 47 reviews. BMC Helix ITSM is rated 8.0, while Spiceworks is rated 7.8. 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 Spiceworks writes "Good low-cost service desk system, but lacks in automation workflows and categorization ". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Spiceworks is most compared with Zabbix, Lansweeper, ServiceNow, Freshdesk and ManageEngine ServiceDesk Plus. See our BMC Helix ITSM vs. Spiceworks report.

    See our list of best Help Desk Software 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.