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BMC Helix ITSM vs IBM Maximo 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:
 

Categories and Ranking

BMC Helix ITSM
Average Rating
8.0
Reviews Sentiment
6.7
Number of Reviews
78
Ranking in other categories
Help Desk Software (4th), IT Service Management (ITSM) (4th)
IBM Maximo
Average Rating
8.0
Number of Reviews
23
Ranking in other categories
Enterprise Asset Management (EAM) (1st), Billing Software (4th)
 

Mindshare comparison

BMC Helix ITSM and IBM Maximo aren’t in the same category and serve different purposes. BMC Helix ITSM is designed for IT Service Management (ITSM) and holds a mindshare of 11.4%, down 13.3% compared to last year.
IBM Maximo, on the other hand, focuses on Enterprise Asset Management (EAM), holds 28.7% mindshare, up 26.7% since last year.
IT Service Management (ITSM)
Enterprise Asset Management (EAM)
 

Featured Reviews

Fairoz Gadad - PeerSpot reviewer
Development team is quick to address bugs or shortcomings in their product
BMC's technical support team needs to improve. Right now, the problem over here is we are not getting the exact answers on time. Their engineers are mainly based in the US or Israel, and we get comprehensive dedicated support. Some of the Indian customer service representatives are also outstanding. Unfortunately, in the past six months or seven months, I've been getting brand-new engineers. Either they're not entirely aware of most cases, or they don't know how to troubleshoot further. So for any product to be stable and work correctly, BMC must ensure that customer service is excellent. Even though if your product is a hundred percent, we'll have problems marketing it to our customers.
Jose Pedro Muñoz - PeerSpot reviewer
A very strong and powerful tool in the market preferred by a variety of industries
I rate the technical support a seven out of ten. Three levels of support in IBM. The first one is a fixed level, while levels two and three are very good. Here, level one is not very good, as it takes time to go from level one to level two and from level two to level three. So, level one is of low capacity.

Quotes from Members

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

Pros

"It's a very integrated solution."
"The solution can scale."
"Technical support has been fine."
"Improved our organization with better customer experience and reporting abilities."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"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 departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"There are not many enterprise asset management systems on the market and not many that have the categories that IBM Maximo has."
"We were doing all kinds of paperwork for every type of order and to maintain our assets but with the use of the IBM Maximo application, we can automate a lot of the processes."
"Its capabilities let us organize our work."
"The most valuable feature is the ability to correct maintenance."
"IBM Maximo is the best software for assets management."
"​Maximo is very stable. We really do not have problem with stability.​"
"IBM Maximo is a very strong and powerful tool in the market…Scalability-wise, I rate the solution a ten out of ten."
"They have a real strength of tracking the asset itself along with the condition of the asset, the maintenance of the asset and who has access to the asset, etc."
 

Cons

"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"The interface should be more user-friendly, and the customization should be easier."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"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."
"The dashboard can be better."
"The Approval Central system needs to be refreshed."
"I feel that the interface is a little too complicated with a large number of fields to enter."
"Areas for improvement would be the user interface and support for Arabic. They could also be more customer-oriented."
"On a scale of one to ten, where ten is easy and one is difficult, I rate the setup process a two since it is very complicated."
"It was very slow due to the lagging issues. So that was kind of frustrating, considering how slow it was while functioning."
"IBM Maximo can improve the financial support and financial application, to make it more similar to an ERP as opposed to an EAM. Overall they can improve the financial processes."
"Vendor management needs enhancement."
"Initial setup is a longer process because Maximo is bigger and has more processes."
"The interface is not very easy or user-friendly and is in need of improvement."
 

Pricing and Cost Advice

"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."
"There are licenses to use this solution."
"The price of BMC Helix ITSM could improve their price."
"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
"The cost is relatively high, especially for the BMC Controller application. However, the expense is justified by the standard and reliable features it offers. This product's reputation in the market is strong, providing assurance in terms of data and other considerations."
"It is too expensive for a small business."
"The price of BMC Helix ITSM is expensive."
"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."
"The price of IBM Maximo could reduce, it is expensive."
"Explore the possibility of using DB2. You will avoid the cost of SQL Server or Oracle licenses."
"The concurrent user license is much more effective in management and cost-wise, as it is more suitable for maintenance management."
"I do not know about the price of the solution. However, this has been an expensive project overall."
"IBM has changed the licensing policy. As I understand now, they are going from a complex way of licensing to a more simple way of licensing."
"On a scale from one to ten, where one is low and ten is high, I rate the pricing a nine. The price is very high."
"​Explore internal processes in order to evaluate the correct number of users in each Maximo module, then evaluate the different offers of pricing and licensing.​"
"Where available, concurrent licenses can be more cost efficient and provide more flexibility."
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Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
15%
Government
9%
Manufacturing Company
8%
Educational Organization
30%
Manufacturing Company
9%
Energy/Utilities Company
9%
Government
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

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?
In User Group sessions held by BMC in India, I mentioned the challenges with vast documentation, making it difficult to find the right information quickly. The recent move to a new platform is bene...
What is your primary use case for BMC Helix ITSM?
I am currently working as a BMC Remedy developer. I have been working for over ten years on the BMC platform. My company uses BMC Helix ITSM for IT service management processes.
What do you like most about IBM Maximo?
It can be particularly useful for power line operations, enabling linemen in the field to gather information and send it across the country as well as different parts of the world.
What needs improvement with IBM Maximo?
Though I liked it a lot, I think it was lagging a lot. It was very slow due to the lagging issues. So that was kind of frustrating, considering how slow it was while functioning. The aforementioned...
What is your primary use case for IBM Maximo?
It can be particularly useful for power line operations, enabling linemen in the field to gather information and send it across the country as well as different parts of the world. With IBM Maximo,...
 

Also Known As

Remedy ITSM, Remedy, Helix Remedy
Maximo
 

Overview

 

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Royal Boskalis Westminster N.V., DTE Energy, Swedish Match, Projetech, Fingrid, East Coast
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: April 2025.
849,190 professionals have used our research since 2012.