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BMC Helix ITSM vs Salesforce Service Cloud 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:
 

ROI

Sentiment score
6.5
Challenges in assessing ROI exist, but stability, automation, and improved processes offer value despite licensing and integration concerns.
Sentiment score
7.5
Salesforce Service Cloud offers high ROI with improved service efficiency, though success varies by company size and careful planning is needed.
Salesforce Service Cloud requires significant maintenance effort to see ROI.
 

Customer Service

Sentiment score
6.3
BMC Helix ITSM support varies by tier, with premium offering quick service, while others face delays and inconsistency.
Sentiment score
7.2
Salesforce Service Cloud offers responsive support, though some recommend premium options due to occasional delays and level one frustrations.
There are issues with misrouting and a preference for email rather than direct communication via phone calls.
Unless you have premium support, assistance is restricted.
 

Scalability Issues

Sentiment score
7.6
BMC Helix ITSM efficiently scales for large enterprises, offering flexibility and robust performance with some complexity in customization.
Sentiment score
8.2
Salesforce Service Cloud excels in scalability, integration, and customization, appealing to businesses of various sizes despite governor limits.
The product's scalability is adequate for us, yet its complex customization sometimes restricts extensive adaptability.
Nobody can compete with Salesforce Service Cloud's scalability.
 

Stability Issues

Sentiment score
7.3
BMC Helix ITSM is generally stable and reliable, with high user ratings despite occasional architecture-dependent issues.
Sentiment score
8.2
Salesforce Service Cloud is highly stable and reliable, with swift issue resolution and minimal integration challenges, supporting customizations effectively.
Over the past five years, we have experienced no major issues or downtime during upgrades.
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
 

Room For Improvement

BMC Helix ITSM needs enhanced user-friendliness, customization, performance, integration, and support to address complexity and user concerns.
Salesforce Service Cloud users seek enhancements in email integration, UI speed, AI features, pricing, and system integration.
BMC Helix ITSM is difficult for us to customize, and most customizations require vendor support, which leads to extra costs.
We lack access to a sandbox for in-house development, which was very helpful for hands-on work with new features.
Salesforce Service Cloud should focus on simplification.
The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper.
 

Setup Cost

Enterprise users find BMC Helix ITSM costly, yet its robust features provide value, suggesting analysis and negotiation for cost efficiency.
Salesforce Service Cloud offers flexible pricing that can be expensive; negotiation can help optimize costs for enterprises.
The pricing of BMC Helix ITSM and its implementation costs are quite high, including subscription and maintenance costs per year.
Salesforce Service Cloud is expensive.
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
 

Valuable Features

BMC Helix ITSM excels in flexibility, integration, automation, and reporting, enabling efficient IT service management and reduced resolution times.
Salesforce Service Cloud excels in integration, automation, and customization, enhancing efficiency and user experience with robust features.
Resolution time has decreased significantly since implementing the self-service portal.
These features are crucial as we complete the implementation and maintain data accuracy in the CMDB.
Salesforce Service Cloud offers pre-built packages that are best in class.
Salesforce Service Cloud improved our organization with its mobile capabilities.
 

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)
Salesforce Service Cloud
Ranking in Help Desk Software
5th
Average Rating
8.4
Reviews Sentiment
7.2
Number of Reviews
53
Ranking in other categories
CRM Customer Engagement Centers (2nd), Knowledge Management Software (2nd), IT Alerting and Incident Management (6th)
 

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 Salesforce Service Cloud is 2.2%, up from 1.3% 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.
ChanchalSaxena - PeerSpot reviewer
High scalability with good plugins and excellent customer visibility
The solution should improve: 1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license. 2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.
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Top Industries

By visitors reading reviews
Computer Software Company
18%
Financial Services Firm
15%
Government
9%
Manufacturing Company
8%
Financial Services Firm
19%
Computer Software Company
13%
Educational Organization
12%
Manufacturing Company
10%
 

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 is your experience regarding pricing and costs for Salesforce Service Cloud?
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
What needs improvement with Salesforce Service Cloud?
The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM ( /products/sap-crm-reviews ), which is much cheaper.
What is your primary use case for Salesforce Service Cloud?
I used Salesforce Service Cloud ( /products/salesforce-service-cloud-reviews ) for our sales agents to track visits, gather feedback from customers, and capture orders.
 

Also Known As

Remedy ITSM, Remedy, Helix Remedy
Service Cloud
 

Overview

 

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva
Find out what your peers are saying about BMC Helix ITSM vs. Salesforce Service Cloud and other solutions. Updated: April 2025.
848,716 professionals have used our research since 2012.