BMC Helix ITSM vs LiveAgent comparison

BMC and QualityUnit are both solutions in the Help Desk Software category. BMC is ranked #4 with an average rating of 7.8, while QualityUnit is ranked #38. BMC holds a 10.6% mindshare in HDS, compared to QualityUnit’s 0.3% mindshare. Additionally, 87% of BMC users are willing to recommend the solution, compared to 100% of QualityUnit users who would recommend it.

BMC Helix ITSM

Read 78 BMC Helix ITSM reviews

5,456 Views
3,489 Comparison Views

87% willing to recommend

LiveAgent

Read 2 LiveAgent reviews

163 Views
85 Comparison Views

100% willing to recommend

BMC Helix ITSM

LiveAgent

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Executive SummaryUpdated on Nov 3, 2024

BMC Helix ITSM and LiveAgent compete in IT service management, with BMC Helix ITSM offering extensive features and automation, while LiveAgent is focused on simplicity and cost-effectiveness, making it favorable for businesses seeking streamlined services.

Features: BMC Helix ITSM offers robust automation and AI-driven functionalities, supporting incident, problem, and change management for large-scale IT environments. It includes a comprehensive feature set suitable for extensive IT operations. LiveAgent provides a unified ticketing system and supports multi-channel communication, enhancing customer support interactions and offering a focused toolset for customer-related tasks.

Ease of Deployment and Customer Service: BMC Helix ITSM provides both on-premises and cloud solutions, which may require longer deployment times and specialized resources due to integration needs with existing infrastructures. LiveAgent offers a faster cloud-based deployment, simplifying setup and use. Its approachable customer support facilitates onboarding, appealing to organizations requiring quick deployment.

Pricing and ROI: BMC Helix ITSM involves higher upfront costs due to its extensive capabilities, possibly leading to a longer ROI period. LiveAgent, with more affordable pricing plans, provides immediate benefits, making it attractive for SMEs seeking quick ROI. The pricing model of LiveAgent aims to offer good value over time.

To learn more, read our detailed BMC Helix ITSM vs. LiveAgent Report (Updated: February 2025).

Buyer's Guide

BMC Helix ITSM vs. LiveAgent

February 2025

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Helped 845,406 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:

Categories and Ranking

BMC Helix ITSM

Ranking in Help Desk Software

4th

Ranking in IT Service Management (ITSM)

4th

Average Rating

8.0

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

LiveAgent

Ranking in Help Desk Software

38th

Ranking in IT Service Management (ITSM)

43rd

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Knowledge Management Software (15th)

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 10.6%, down from 12.2% compared to the previous year. The mindshare of LiveAgent is 0.3%, up from 0.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Fairoz Gadad

Project Manager at a computer software company with 1,001-5,000 employees

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.

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Daniel Lies

Head of Process Management at Immoveo gmbh

Service level optimization is key as is the integrated email and chat functions

I'd like to see an improvement in the connection to other software or the ability to have a direct connection. For now you can send an email with specific data and the system will react to it but you can't have a direct conversation. The issue is with optimization for the times when you need to go outside of the system. I'd like to see an improved API to the system, rather than other softwares having to trigger everything. You can connect from outside via the API so things like client details can be changed but there's no internal trigger that would automatically update.

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Quotes from Members

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

Pros

"Improved our organization with better customer experience and reporting abilities."

"The product's initial setup phase was easy."

"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."

"The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information."

"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."

"The solution can scale."

"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."

"Initial, out-the-box setup was easy with no problems."

More BMC Helix ITSM pros

"Provides service level optimization."

"The most valuable feature was how the solution helped us to prioritize tasks."

Cons

"The amount of software issues are still too big, even considering the complexity of the tool."

"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."

"I would also love to see consistency across all consoles."

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

"The interface isn't that great."

"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."

"Our middleman provider limits the available functionality so we cannot even do our own analytics."

"The search feature and the dashboard could both be improved."

More BMC Helix ITSM cons

"There are other products that are more popular."

"Connection to other softwares could be improved."

Pricing and Cost Advice

"The solution's pricing should come down."

"It is too expensive for a small business."

"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."

"If you are looking for some kind of professional services form the OEM then you would have to purchase that."

"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."

"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."

"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."

"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."

More BMC Helix ITSM pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Computer Software Company

18%

Financial Services Firm

15%

Government

Manufacturing Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

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...

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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...

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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.

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Comparisons

ServiceNow vs BMC Helix ITSM

Compared 61% of the time

JIRA Service Management vs BMC Helix ITSM

Compared 11% of the time

OpenText Service Management Automation X (SMAX) vs BMC Helix ITSM

Compared 3% of the time

Zendesk vs BMC Helix ITSM

Compared 3% of the time

ManageEngine ServiceDesk Plus vs BMC Helix ITSM

Compared 3% of the time

More BMC Helix ITSM Competitors

No data available

Product Reports

Buyer's Guide

BMC Helix ITSM

March 2025

Download BMC Helix ITSM product report

Buyer's Guide

Help Desk Software

March 2025

Download LiveAgent product report

Also Known As

Remedy ITSM, Remedy, Helix Remedy

No data available

Overview

BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.

BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.

Key Features

Some of BMC Helix ITSM’s key features include:

Solves service issues in a way that makes you more efficient. BMC Helix ITSM employs advanced analytic software that searches for areas where your organization can drive efficiencies to provide the best possible service.
Groups issues that recur in a way that streamlines both analysis and incident management. It uses artificial intelligence to identify and solve groups of incidents in real time. The AI automates these processes, which can prove both tedious and time-consuming.
Securely and seamlessly provides services across multi-cloud environments with “a single pane of glass” interface. This allows you to be highly flexible. You can configure your services in a number of different ways without having to worry that your multi-cloud environment won’t be able to support your service management.
The ability to view all of your management data in a way that provides you with clear insights into your system’s management. BMC Helix ITSM enables you to create custom reports and dashboards. This makes it possible for you to see any and all significant trends in your operations and services data.

Reviews from Real Users

BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.

A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”

Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.”

BMC

Stay on top of all customer requests and inquiries with LiveAgent, the most reviewed and top-rated help desk software for SMB in 2020. LiveAgent boasts the fastest chat widget on the market and has over 150M end-users worldwide. LiveAgent is a fully-featured web-based live chat and helpdesk software. LiveAgent harnesses the power of a universal inbox, real-time live chat, built-in call center, and a robust customer service portal. LiveAgent has over 179+ helpful features such as advanced automation features, rules, tags, and 40+ integrations.

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QualityUnit

Sample Customers

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

Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University

Buyer's Guide

BMC Helix ITSM vs. LiveAgent

February 2025

Free Report: BMC Helix ITSM vs. LiveAgent

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