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Agiloft ITSM ITIL Service Desk Suite vs BMC Helix ITSM comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Scalability Issues

No sentiment score available
Sentiment score
7.8
BMC Helix ITSM is highly scalable, supports enterprise growth, but needs significant infrastructure, and sometimes faces memory management issues.
 

Valuable Features

No sentiment score available
Sentiment score
8.0
BMC Helix ITSM offers customizable ITIL features with seamless integrations, automation, mobile access, and adaptability for diverse business needs.
 

Room For Improvement

No sentiment score available
Sentiment score
4.3
BMC Helix ITSM needs UI improvements, better customization, and integration, with enhanced support, performance, and Agile functionality.
 

Stability Issues

No sentiment score available
Sentiment score
7.2
BMC Helix ITSM is stable and reliable but may face issues with updates, custom setups, or specific configurations.
 

Customer Service

No sentiment score available
Sentiment score
5.2
BMC Helix ITSM's customer service is inconsistent, with variability in responsiveness and expertise, especially based on support tier.
 

Setup Cost

No sentiment score available
No sentiment score available
BMC Helix ITSM offers high ROI despite complex licensing; large enterprises benefit from bulk discounts and tailored services.
 

Categories and Ranking

Agiloft ITSM ITIL Service D...
Ranking in IT Service Management (ITSM)
33rd
Average Rating
10.0
Number of Reviews
1
Ranking in other categories
No ranking in other categories
BMC Helix ITSM
Ranking in IT Service Management (ITSM)
3rd
Average Rating
8.0
Reviews Sentiment
6.7
Number of Reviews
76
Ranking in other categories
Help Desk Software (4th)
 

Mindshare comparison

As of November 2024, in the IT Service Management (ITSM) category, the mindshare of Agiloft ITSM ITIL Service Desk Suite is 0.4%, up from 0.4% compared to the previous year. The mindshare of BMC Helix ITSM is 13.6%, up from 12.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

it_user536637 - PeerSpot reviewer
We use it for handling requests. It has reduced the IT staff required.
Handling requests - Technical service requests: hardware, software not working - Account requests: new/modify account requests to various systems - Software requests: of all types from our staff - IT related assets: hardware controlled by IT - All types of technical abuse complaints: ie copyright - Surveys about the follow-through of the staff to requests entered in the system
RajkumarK - PeerSpot reviewer
The leading service management platform for delivering intelligent, user-centric experiences
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 aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable.
report
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Top Industries

By visitors reading reviews
No data available
Computer Software Company
17%
Financial Services Firm
13%
Government
8%
Manufacturing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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What do you like most about BMC Helix ITSM?
If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within depart...
What needs improvement with BMC Helix ITSM?
The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident m...
What is your primary use case for BMC Helix ITSM?
We majorly use the solution for user ticket management, incident management, and event management.
 

Comparisons

No data available
 

Also Known As

Agiloft ITSM/ITIL Service Desk Suite, Agiloft IT Service Management
Remedy ITSM, Remedy, Helix Remedy
 

Learn More

 

Overview

 

Sample Customers

Affinity Development Group, ArcaTech Systems, Carestream Health, CareView Communications, Chester County, Chevron Corporation, Conde Nast, CSF International, DCG Systems, East Virginia Medical School, EMC, Hopkins County Board of Education, Hot Topic Media, Lattice Semiconductor, Lexnet Consulting Group
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM). Updated: October 2024.
816,636 professionals have used our research since 2012.