BMC Helix ITSM vs Freshservice comparison

BMC Helix and Freshworks are both solutions in the Help Desk Software category. BMC Helix is ranked #9 with an average rating of 7.8, while Freshworks is ranked #6 with an average rating of 8.3. BMC Helix holds a 4.8% mindshare in HDS, compared to Freshworks’s 3.6% mindshare. Additionally, 87% of BMC Helix users are willing to recommend the solution, compared to 97% of Freshworks users who would recommend it.

BMC Helix ITSM

Read 78 BMC Helix ITSM reviews

7,034 Views
5,838 Comparison Views

87% willing to recommend

Freshservice

Read 40 Freshservice reviews

6,589 Views
3,163 Comparison Views

97% willing to recommend

BMC Helix ITSM

Freshservice

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

BMC Helix ITSM and Freshservice compete in the IT Service Management (ITSM) field. BMC Helix ITSM holds an edge with its extensive customization and ITIL process coverage, while Freshservice excels in simplicity and cloud deployment.

Features: BMC Helix ITSM is known for comprehensive ITIL process coverage, robust customization options, and strong integration capabilities. Its CMDB is particularly valued for its flexibility and out-of-the-box functionality. Freshservice offers a user-friendly experience, ease of use, and fast deployment. It provides strong automation features, integration, and a straightforward service experience.

Room for Improvement:BMC Helix ITSM could simplify its user interface, enhance web capabilities, and improve customization and integration options. Freshservice could benefit from better integration with other tools, enhanced reporting, and more customizable workflows. Some improvement in project management features is also suggested.

Ease of Deployment and Customer Service: BMC Helix ITSM offers on-premises, private, and hybrid cloud deployments, providing flexibility for complex infrastructure needs. Customer service experiences vary, with room for improvement in handling complex issues. Freshservice, primarily cloud-based, provides straightforward deployment with responsive customer service, although handling complex issues could improve.

Pricing and ROI: BMC Helix ITSM is perceived as more expensive with complex licensing and potential additional costs for advanced features, providing good ROI for those maximizing its capabilities. Freshservice offers cost-effective, transparent pricing without significant add-ons, appealing to businesses with budget constraints by allowing flexibility based on needed features.

To learn more, read our detailed BMC Helix ITSM vs. Freshservice Report (Updated: April 2026).

Buyer's Guide

BMC Helix ITSM vs. Freshservice

April 2026

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Helped 892,611 peers since 2012

Review summaries and opinions

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

ROI

Sentiment score

5.4

BMC Helix ITSM offers technical reliability, financial benefits, and user satisfaction, though ROI clarity and cost savings proof vary.

Sentiment score

6.5

Freshservice increased efficiency and reduced workload while improving SLA compliance and resource use, despite licensing cost challenges in HR.

No quotes available

For more quotes and insights, download the BMC Helix ITSM report

Faster resolution means the average ticket resolution time decreased by roughly twenty-five to thirty percent since alerts are automatically converted into tickets and routed to the right team.

reviewer2782932

Security Engineer (SOC) at a tech services company with 51-200 employees

Automation has contributed significantly, resulting in reduced resource counts, which equates to savings in money and time.

Ashok R

Technical support manager at a tech vendor with 201-500 employees

With using Freshservice, only two technicians are needed per one shift, but without Freshservice, for the same company size, we need about four technicians per shift, so it saved money and time.

Yousef Almomani

Systems Engineer at a consultancy with 51-200 employees

For more quotes and insights, download the Freshservice report

Customer Service

Sentiment score

6.1

BMC Helix ITSM's customer service is skilled but inconsistent, needing improved communication, responsiveness, and accent comprehension.

Sentiment score

6.8

Freshservice support is generally efficient and professional, though complex issues and communication can sometimes pose challenges.

There are issues with misrouting and a preference for email rather than direct communication via phone calls.

KuldeepNayak

Senior Application Developer BMC at Balfour Beatty

For more quotes and insights, download the BMC Helix ITSM report

Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months.

Raja Farrar

IT Service Delivery Manager at Symposiam

However, they have improved over the period of two years.

reviewer1959714

IT & Operations Manager at a financial services firm with 51-200 employees

Their documentation is also good, making setup easy without needing frequent support requests.

reviewer2782932

Security Engineer (SOC) at a tech services company with 51-200 employees

For more quotes and insights, download the Freshservice report

Scalability Issues

Sentiment score

7.0

BMC Helix ITSM is scalable for enterprises, despite challenges, offering flexibility and positive feedback on handling large user bases.

Sentiment score

7.3

Freshservice scales efficiently with added licenses, supporting growth with cloud benefits, though customization and costs may limit larger enterprises.

The product's scalability is adequate for us, yet its complex customization sometimes restricts extensive adaptability.

Chatchavan Chimpradit

Head of IT, Service & Operation Department at National ITMX Co., Ltd.

For more quotes and insights, download the BMC Helix ITSM report

As our organization has grown and ticket volume related to AWS resources increased, Freshservice handled the extra load without any performance issues.

reviewer2782932

Security Engineer (SOC) at a tech services company with 51-200 employees

It offers global performance with multi-region data centers to ensure faster responses while adhering to strong security and compliance standards such as GDPR and SOC 2.

Raja Farrar

IT Service Delivery Manager at Symposiam

Freshservice is easy to use for scalability.

Trilochana Gouda

IT manager at a comms service provider with 1,001-5,000 employees

For more quotes and insights, download the Freshservice report

Stability Issues

Sentiment score

7.2

BMC Helix ITSM is praised for stability, performs well with proper implementation, and has minor application-specific concerns.

Sentiment score

8.2

Freshservice offers stable performance with minimal downtime, few issues, and reliable cloud hosting on AWS, ensuring consistent uptime.

I find BMC Helix ITSM stable, and that is why we have been with the product for the past 15 years.

reviewer2508180

Associate Director at a media company with 10,001+ employees

Over the past five years, we have experienced no major issues or downtime during upgrades.

KuldeepNayak

Senior Application Developer BMC at Balfour Beatty

For more quotes and insights, download the BMC Helix ITSM report

The service runs smoothly most of the time, and performance has been consistent even when ticket volumes and AWS alerts are high.

reviewer2782932

Security Engineer (SOC) at a tech services company with 51-200 employees

Freshservice is quite stable as they host it on AWS.

reviewer1959714

IT & Operations Manager at a financial services firm with 51-200 employees

Freshservice provides a stable environment for our needs.

Trilochana Gouda

IT manager at a comms service provider with 1,001-5,000 employees

For more quotes and insights, download the Freshservice report

Room For Improvement

BMC Helix ITSM needs usability, performance, integration improvements, and better support to enhance user experience and affordability.

Freshservice users seek improvements in reporting, automation, integrations, and customizations to enhance usability and effectiveness for larger enterprises.

BMC Helix ITSM is difficult for us to customize, and most customizations require vendor support, which leads to extra costs.

Chatchavan Chimpradit

Head of IT, Service & Operation Department at National ITMX Co., Ltd.

We lack access to a sandbox for in-house development, which was very helpful for hands-on work with new features.

KuldeepNayak

Senior Application Developer BMC at Balfour Beatty

For more quotes and insights, download the BMC Helix ITSM report

There's limited experience with the CMDB or asset management features.

reviewer9072573

IT Technician at a retailer with 1,001-5,000 employees

Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.

reviewer1959714

IT & Operations Manager at a financial services firm with 51-200 employees

Reporting is useful, but the customization is still restricted, and it would be great to build more detailed reports that combine multiple data sources, especially for cloud-related operations.

reviewer2782932

Security Engineer (SOC) at a tech services company with 51-200 employees

For more quotes and insights, download the Freshservice report

Setup Cost

BMC Helix ITSM is costly but offers reliability and features that large enterprises find justifiable, with careful license management.

Freshservice offers flexible, competitive pricing with tiered plans, varying costs, and value without hidden fees.

The pricing of BMC Helix ITSM and its implementation costs are quite high, including subscription and maintenance costs per year.

Chatchavan Chimpradit

Head of IT, Service & Operation Department at National ITMX Co., Ltd.

For more quotes and insights, download the BMC Helix ITSM report

Switching from previous ITSM tools has led to a 50% reduction in licensing costs.

Raja Farrar

IT Service Delivery Manager at Symposiam

The solution offers flat licensing and appears to be cost-effective.

reviewer9072573

IT Technician at a retailer with 1,001-5,000 employees

The price was very comfortable for our organization to proceed with the migration from Freshdesk to Freshservice.

Ashok R

Technical support manager at a tech vendor with 201-500 employees

For more quotes and insights, download the Freshservice report

Valuable Features

BMC Helix ITSM enhances service delivery and efficiency with flexible workflows, customizable dashboards, and strong integration support.

Freshservice enhances IT operations with user-friendly features, seamless integrations, automation, and efficient asset management, boosting productivity and SLA compliance.

Resolution time has decreased significantly since implementing the self-service portal.

KuldeepNayak

Senior Application Developer BMC at Balfour Beatty

These features are crucial as we complete the implementation and maintain data accuracy in the CMDB.

Chatchavan Chimpradit

Head of IT, Service & Operation Department at National ITMX Co., Ltd.

For more quotes and insights, download the BMC Helix ITSM report

The most valuable features include ticket routing, automation in triage, data control, and flat licensing.

reviewer9072573

IT Technician at a retailer with 1,001-5,000 employees

Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.

Trilochana Gouda

IT manager at a comms service provider with 1,001-5,000 employees

Overall, Freshservice provides cutting-edge AI automation for agents and end-users, effortless no-code workflows and ITIL-aligned operations, robust asset, incident, change, problem, and major incident management backed by the live CMDB, unified service desk with self-service and multi-channel support, and strong analytics reporting features, making it a powerful tool for any IT function.

Raja Farrar

IT Service Delivery Manager at Symposiam

For more quotes and insights, download the Freshservice report

Categories and Ranking

BMC Helix ITSM

Ranking in Help Desk Software

9th

Ranking in IT Service Management (ITSM)

8th

Average Rating

8.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Freshservice

Ranking in Help Desk Software

6th

Ranking in IT Service Management (ITSM)

4th

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Project Management Software (10th), Cloud Management (10th), IT Asset Management (4th), Configuration Management Databases (5th), IT Alerting and Incident Management (9th), AI IT Support (4th)

Mindshare comparison

As of May 2026, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 4.8%, down from 9.8% compared to the previous year. The mindshare of Freshservice is 3.6%, down from 4.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
Freshservice	3.6%
BMC Helix ITSM	4.8%
Other	91.6%

Help Desk Software

Featured Reviews

KuldeepNayak

Senior Application Developer BMC at Balfour Beatty

Self-service portal significantly reduces resolution time and transforms service process with advanced features

We initially had a lot of tickets generated via the service desk through calls and emails. Now, we have almost moved out of email creations by introducing the DWP features on the Studio pages, with about 90% of the tickets coming in via our self-service portal. Recent upgrades offer different types of views for particular business lines, which was missing earlier. The new landing pages have allowed us to add banners, images, and internal videos, encouraging most customers to use these DWP self-service features. Resolution time has decreased significantly since implementing the self-service portal. Additionally, the availability of knowledge articles, chatbots, and the new Helix GPT feature has improved service processes.

Read full review

Raja Farrar

IT Service Delivery Manager at Symposiam

Automation and AI have transformed our service delivery and have made IT support faster and more efficient

I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

Read full review

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Top Industries

By visitors reading reviews

Financial Services Firm

12%

Manufacturing Company

10%

Computer Software Company

Government

University

10%

Manufacturing Company

Construction Company

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	14
Large Enterprise	55

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	15

Questions from the Community

What needs improvement with BMC Helix ITSM?

Although BMC Helix ITSM is a strong enterprise platform, there are areas where it could be improved. One key area is usability and simplification of configuration, especially for new administrators...

See all answers

What is your primary use case for BMC Helix ITSM?

My main use case for BMC Helix ITSM is validating and automating core ITSM workflows, such as incident, change, and service request management. I focus on ensuring that these workflows function cor...

See all answers

What is your experience regarding pricing and costs for BMC Helix ITSM?

My thoughts on the pricing and licensing cost of BMC Helix ITSM are that it is flexible.

See all answers

What is your experience regarding pricing and costs for Freshservice?

I do not have any experience with pricing, setup costs, and licensing, as it was assigned to the infrastructure team.

See all answers

What needs improvement with Freshservice?

Freshservice has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are received in Freshservice, new users should be able to receive direct help from ...

See all answers

What is your primary use case for Freshservice?

Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirected with their short description and subject line in Freshservice, which allows f...

See all answers

Comparisons

ServiceNow vs BMC Helix ITSM

Compared 24% of the time

JIRA Service Management vs BMC Helix ITSM

Compared 10% of the time

Zendesk vs BMC Helix ITSM

Compared 4% of the time

Agiloft ITSM ITIL Service Desk Suite vs BMC Helix ITSM

Compared 4% of the time

BMC FootPrints Service Core vs BMC Helix ITSM

Compared 3% of the time

More BMC Helix ITSM Competitors

ServiceNow vs Freshservice

Compared 13% of the time

Zendesk vs Freshservice

Compared 8% of the time

JIRA Service Management vs Freshservice

Compared 6% of the time

Device42 vs Freshservice

Compared 5% of the time

HaloITSM vs Freshservice

Compared 2% of the time

More Freshservice Competitors

Product Reports

Buyer's Guide

BMC Helix ITSM

May 2026

Download BMC Helix ITSM product report

Buyer's Guide

Freshservice

May 2026

Download Freshservice product report

Also Known As

Remedy ITSM, Remedy, Helix Remedy, BMC Helix IT Service Management

Flint

Overview

BMC Helix ITSM offers advanced IT service management, integrating incident, change, and problem management for streamlined operations. Its ITIL Out Of The Box functionality and strong automation tools enhance service delivery, making it a vital tool for comprehensive IT process oversight.

Designed for diverse business environments, BMC Helix ITSM delivers exceptional customization and integration capabilities. Its automation and self-service features enable efficient incident management and service request handling, all while providing robust reporting tools. The platform scales effectively across businesses, supported by intuitive interfaces, built-in workflows, and APIs for seamless change management. This allows organizations to streamline processes and maintain compliance with ease. However, users have identified improvement areas such as user friendliness, cloud management, and the need for a mobile version. Transitioning between versions should be more fluid, and better customer support responsiveness is needed.

What are the most important features?

Call Logging: Efficiently document and manage support requests.
Escalation Features: Automatically prioritize and handle urgent issues.
Customization: Tailor processes to suit specific requirements.
Integration Capabilities: Connect with other tools to enhance data analysis.
Automation: Streamline workflows to improve service efficiency.
Self-Service: Enable users to resolve issues independently.
Service Request Management: Simplify intake and resolution of service requests.
Reporting Tools: Gain insights and improve IT service operations.

What benefits and ROI should users look for?

Operational Efficiency: Enhance productivity through streamlined workflows.
Scalability: Adapt to growing business demands seamlessly.
Compliance: Maintain regulatory standards effortlessly.
Performance: Achieve rapid issue resolution and improved service levels.
Flexibility: Accommodate diverse IT environments with customizable features.

BMC Helix ITSM is widely used across industries for IT service management and enterprise ticketing systems. Organizations leverage its capabilities to manage internal and external service desks, aligning with ITIL best practices. The platform aids in managing infrastructure, ensuring service assurance, and maintaining network provisioning. Through integration with other tools, companies bolster data analysis and automate workflows, enhancing overall operational efficiency.

BMC Helix

Freshservice specializes in user-friendliness and seamless integration, facilitating IT operations with AI-driven ticketing and flexible asset management, essential for diverse organizations.

Known for its comprehensive automation and integration with platforms like AWS, Freshservice enhances IT tasks with flexible workflows and intuitive dashboards. Its self-service portal and effective incident management promote efficient service delivery and SLA compliance, making it vital for IT teams. However, users seek enhanced customization and integration with Microsoft and Google, along with improved analytics and project management features.

What are the essential features of Freshservice?

User-friendliness: Simplifies IT processes with intuitive design.
Comprehensive automation: Optimizes operations through streamlined processes.
AI-powered ticketing: Enhances ticket management with intelligent solutions.
Seamless integration: Connects with platforms like AWS and SolarWinds for efficient workflows.
Flexible workflows and asset management: Adapts to diverse IT needs for better service delivery.

What benefits should users consider in Freshservice reviews?

Streamlined IT operations: Simplifies and speeds up service processes.
Improved SLA compliance: Enhances adherence to service level agreements through efficient management.
Increased service delivery: Boosts the quality and efficiency of services provided.
Visibility across departments: Provides clear tracking and management of service requests and assets.

Freshservice is widely implemented in IT service management, supporting ticketing, incident management, and change management. It assists in customer service, internal support, and integrates with Azure and AWS. Significant for HR service centers and knowledge bases, it enables workflow automation and reporting, centralizing service operations for enhanced visibility and tracking across departments.

Freshworks

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

Buyer's Guide

BMC Helix ITSM vs. Freshservice

April 2026

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