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BMC Helix ITSM vs ManageEngine SupportCenter Plus comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

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
Average Rating
8.0
Reviews Sentiment
6.7
Number of Reviews
78
Ranking in other categories
IT Service Management (ITSM) (4th)
ManageEngine SupportCenter ...
Ranking in Help Desk Software
24th
Average Rating
7.0
Reviews Sentiment
6.2
Number of Reviews
5
Ranking in other categories
No ranking in other categories
 

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 ManageEngine SupportCenter Plus is 0.7%, 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 - 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.
reviewer2650164 - PeerSpot reviewer
Manual ticketing features hinder workflow, but cost-effective ticket management is ensured
We just use it because it's more trouble to rip it out than to replace it with a more expensive tool. I would not recommend this product to others. If budget is a concern, it might be suitable but it doesn’t excite. Hence, I would rate it a four out of ten.

Quotes from Members

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

Pros

"We use this tool for managing tickets, other employee related services, and reporting purposes."
"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."
"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."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"The solution has good capabilities for analytics."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
"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."
"The most valuable features are the ITIL compliance and billing."
"The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like."
"The product is very scalable and stable when used as a help desk once it is built out."
"Their tech support has been talking to us about expanding features like integrations with Microsoft Teams."
"We have found the reporting in this product to be very useful."
"ManageEngine SupportCenter Plus works fine as a help desk software and is relatively inexpensive."
 

Cons

"Support could be better."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"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 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."
"BMC Helix ITSM is difficult for us to customize, and most customizations require vendor support, which leads to extra costs."
"The Approval Central system needs to be refreshed."
"In the next release, I would like to see AI used for classification or categorization."
"The business model for the company is to sell low and charge for customization, education or expertise."
"The product is very difficult to use and configure and requires specialists."
"ManageEngine SupportCenter Plus could improve on workflow automation features."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"The tech support is terrible and that seems to be a part of their business plan."
"There is no cloud-based version and it would be helpful if it were available."
"I would like to see some kind of project management or portfolio management in a future version."
 

Pricing and Cost Advice

"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
"It is costly, but it is well worth it."
"I rate the product price an eight on a scale of one to ten, where one is cheap, and ten is expensive. The solution is expensive."
"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."
"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
"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."
"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."
"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."
"ManageEngine products will always be the lowest cost in category as that is part of their business model."
"The licensing fees depend on different criteria, including options and sizing."
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Top Industries

By visitors reading reviews
Computer Software Company
18%
Financial Services Firm
15%
Government
9%
Manufacturing Company
8%
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...
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 is your experience regarding pricing and costs for ManageEngine SupportCenter Plus?
ManageEngine SupportCenter Plus is cheap, around two or three on a scale where ten is the most expensive.
What needs improvement with ManageEngine SupportCenter Plus?
ManageEngine SupportCenter Plus could improve on workflow automation features. Currently, everything is very manual, and there's no automated resolution of tickets. The emails ingested to create ti...
What is your primary use case for ManageEngine SupportCenter Plus?
We use ManageEngine SupportCenter Plus primarily as a ticketing tool within our company.
 

Also Known As

Remedy ITSM, Remedy, Helix Remedy
No data available
 

Overview

 

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Brickman Group, SVP Worldwide, Chicago Tribune, Sodexo, Constellation, Lowcost Holidays, Telesur, PayEx, Quintiq, Moblize, Oman Air, Intelligent Hospital Systems
Find out what your peers are saying about BMC Helix ITSM vs. ManageEngine SupportCenter Plus and other solutions. Updated: March 2025.
844,944 professionals have used our research since 2012.