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Agiloft Service Desk Suite vs BMC Helix ITSM comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

Agiloft Service Desk Suite
Ranking in Help Desk Software
38th
Average Rating
9.6
Number of Reviews
2
Ranking in other categories
No ranking in other categories
BMC Helix ITSM
Ranking in Help Desk Software
4th
Average Rating
8.0
Number of Reviews
76
Ranking in other categories
IT Service Management (ITSM) (3rd)
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of Agiloft Service Desk Suite is 0.3%, up from 0.2% compared to the previous year. The mindshare of BMC Helix ITSM is 12.7%, up from 11.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

it_user274764 - PeerSpot reviewer
Jul 20, 2015
It's customizable, can be developed easily, and free, but only up to a certain number of users.
This product has provided us with a tool to perform a successful trial with our customer and receive their stamp of approval to move beyond the trial phase. Because this product is infinitely customizable and easily developed, we are using it for other applications 60 days None This is actually…
RajkumarK - PeerSpot reviewer
Nov 21, 2023
The leading service management platform for delivering intelligent, user-centric experiences
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 and IT processes, primarily managed by the application support group.  We employed services to…

Quotes from Members

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

Pros

"Our customer service and productivity have increased in quality and quantity since using this product."
"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"It's one of the top solutions on the market for ITSM capabilities."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"It has centralized all work orders and help desk ticket tracking."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
 

Cons

"We have found the documentation a bit confusing at times. This area could use some improvement."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"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."
"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."
"The reports need improvement, it is not a good functioning tool."
"They could be more responsive to feedback from their community board."
"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."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
 

Pricing and Cost Advice

"After about six months, we started making a return on our investment at more than 300%."
"Agiloft has by far the best entry point for both cost and learning curve."
"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."
"The price of BMC Helix ITSM could improve their price."
"It is costly, but it is well worth it."
"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."
"The solution's pricing should come down."
"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."
"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
"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."
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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

No data available
Remedy ITSM, Remedy, Helix Remedy
 

Learn More

 

Overview

 

Sample Customers

EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Find out what your peers are saying about Agiloft Service Desk Suite vs. BMC Helix ITSM and other solutions. Updated: October 2024.
814,649 professionals have used our research since 2012.