Try our new research platform with insights from 80,000+ expert users

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

"The solution has good capabilities for analytics."
"The most valuable features of BMC Helix ITSM for us are CMDB and discovery."
"Our Change Management and Incident Management​ processes have been greatly improved."
"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"The product's initial setup phase was easy."
"Reliable, very configurable, and it's all integrated in the same database."
"The incident management feature is good because it allows you to keep track of and classify issues."
"The large range of configurability of the product is great, since everyone has a different way of doing things."
"It is configurable, where you can add extra fields to screens and to the database."
"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."
"The most powerful features are the database and integration with CMDB."
"We were able to scale perfectly.​"
"Its capabilities let us organize our work."
 

Cons

"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."
"It has created more layers of bureaucracy."
"BMC Helix ITSM should have an easy-to-use user interface."
"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."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"Support could be better."
"The documentation could improve in BMC Helix ITSM."
"They could be more responsive to feedback from their community board."
"IBM is a big company and they have a lot of products. Level One, the first level of tech support, is the one that is used to stop the tsunami. For everyone, it's always work to get past that."
"The standard reports that shipped with the package need to be enriched with more advanced reports, especially for the Inventory Management sections."
"Areas for improvement would be the user interface and support for Arabic. They could also be more customer-oriented."
"Could use some alignment regarding some standards and the tracking of the IT assets. Even though they have all of the information (i.e. where are the assets, who owns the asset, etc.), they were not mapping it to different cyber standards."
"The initial setup was complex, because it is a complex product."
"There are always ways to improve and make things better."
"This solution could improve by integrating or embedding finances, charts of accounts, and invoicing."
"It's not user-friendly. It could use shortcuts for frequently requested services."
 

Pricing and Cost Advice

"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."
"The solution's pricing should come down."
"BMC is a little bit cheaper than ServiceNow, but BMC doesn't have the same capabilities in its entry-level product at the moment. The basic version does not have the DWP features that most of our customers are requesting."
"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."
"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
"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."
"There are licenses to use this solution."
"​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.​"
"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."
"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."
"I do not know about the price of the solution. However, this has been an expensive project overall."
"Where available, concurrent licenses can be more cost efficient and provide more flexibility."
"You pay for what you get. There are lots of options depending on how you would like to implement Maximo."
"The concurrent user license is much more effective in management and cost-wise, as it is more suitable for maintenance management."
"$USD700 per agent user."
report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
845,040 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
18%
Financial Services Firm
15%
Government
9%
Manufacturing Company
8%
Educational Organization
34%
Energy/Utilities Company
9%
Manufacturing Company
8%
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?
BMC Helix ITSM is difficult for us to customize, and most customizations require vendor support, which leads to extra costs. The interface should be more user-friendly, and the customization should...
What is your primary use case for BMC Helix ITSM?
We are currently using BMC Helix ITSM in our organization. We are in the process of implementing new modules like CMDB and discovery.
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: March 2025.
845,040 professionals have used our research since 2012.