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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

"The most valuable feature for our customers using BMC Helix ITSM is change management."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"Provides great flexibility."
"​Maximo is very stable. We really do not have problem with stability.​"
"The large range of configurability of the product is great, since everyone has a different way of doing things."
"There are not many enterprise asset management systems on the market and not many that have the categories that IBM Maximo has."
"We are very thankful to have IBM integrated with our own Legacy cloud-based system"
"IBM Maximo is the best software for assets management."
"The ability to configure and integrate it with other solutions for ERP."
"Preventive maintenance management."
 

Cons

"The interface isn't that great."
"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."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"Some parts of the solutions are using the old interface."
"The dashboard can be better."
"The interface should be more user-friendly, and the customization should be easier."
"Vendor management needs enhancement."
"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."
"Areas for improvement would be the user interface and support for Arabic. They could also be more customer-oriented."
"The solution is not stable. We can have one day when it is stable and another day it is not. Sometimes it crashes or becomes very slow, and there are times we are not even able to download all the databases. Without the database, we cannot work on that application. These are the small glitches, and stability issues we are facing."
"The latest version is slow due to the power it requires."
"It's quite reliable, but new versions often are not too stable. They bring in enhancements but they break other stuff."
"You can get lost using the application"
"​Maximo is a big system, so the initial setup is complex."
 

Pricing and Cost Advice

"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."
"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 is too expensive for a small business."
"If you are looking for some kind of professional services form the OEM then you would have to purchase that."
"There are licenses to use this solution."
"The solution's pricing should come down."
"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
"The price of BMC Helix ITSM could improve their price."
"Where available, concurrent licenses can be more cost efficient and provide more flexibility."
"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."
"I do not know about the price of the solution. However, this has been an expensive project overall."
"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."
"$USD700 per agent user."
"The concurrent user license is much more effective in management and cost-wise, as it is more suitable for maintenance management."
"You pay for what you get. There are lots of options depending on how you would like to implement Maximo."
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Top Industries

By visitors reading reviews
Computer Software Company
18%
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.
848,716 professionals have used our research since 2012.