BMC Helix ITSM vs Serviceaide ChangeGear comparison

BMC Helix and Serviceaide are both solutions in the IT Service Management (ITSM) category. BMC Helix is ranked #8 with an average rating of 7.8, while Serviceaide is ranked #29. BMC Helix holds a 5.5% mindshare in ISM, compared to Serviceaide’s 1.6% mindshare. Additionally, 87% of BMC Helix users are willing to recommend the solution, compared to 85% of Serviceaide users who would recommend it.

BMC Helix ITSM

Read 78 BMC Helix ITSM reviews

7,034 Views
5,909 Comparison Views

87% willing to recommend

Serviceaide ChangeGear

Read 14 Serviceaide ChangeGear reviews

1,844 Views
1,254 Comparison Views

85% willing to recommend

BMC Helix ITSM

Serviceaide ChangeGear

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

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BMC Helix ITSM and Serviceaide ChangeGear compete in the IT Service Management category. BMC Helix ITSM often leads in advanced customization, while Serviceaide ChangeGear excels in ease of integration.

Features: BMC Helix ITSM offers flexible configuration options, AI-driven insights, and is scalable for large enterprises. Serviceaide ChangeGear provides intuitive workflows, streamlined change management processes, and efficient integration with other tools.

Room for Improvement: BMC Helix ITSM could improve its ease of use, reduce initial deployment complexity, and enhance integration with non-BMC tools. Serviceaide ChangeGear might enhance advanced customization options, expand AI functionalities, and refine its reporting capabilities.

Ease of Deployment and Customer Service: BMC Helix ITSM supports cloud-based deployment and comprehensive training for complex infrastructures. Serviceaide ChangeGear boasts a simplified setup, rapid deployment, and easy access to customer service for quick implementation.

Pricing and ROI: BMC Helix ITSM generally requires a higher setup cost, offering significant ROI through its customization and scalability for long-term investments. Serviceaide ChangeGear presents competitive pricing with lower upfront costs and rapid ROI, appealing to businesses seeking immediate value.

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To learn more, read our detailed BMC Helix ITSM vs. Serviceaide ChangeGear Report (Updated: May 2026).

Buyer's Guide

BMC Helix ITSM vs. Serviceaide ChangeGear

May 2026

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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

9th

Ranking in IT Service Management (ITSM)

8th

Average Rating

8.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Serviceaide ChangeGear

Ranking in Help Desk Software

28th

Ranking in IT Service Management (ITSM)

29th

Average Rating

7.6

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of May 2026, in the IT Service Management (ITSM) category, the mindshare of BMC Helix ITSM is 5.5%, down from 11.2% compared to the previous year. The mindshare of Serviceaide ChangeGear is 1.6%, up from 0.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Mindshare Distribution
Product	Mindshare (%)
BMC Helix ITSM	5.5%
Serviceaide ChangeGear	1.6%
Other	92.9%

IT Service Management (ITSM)

Featured Reviews

KuldeepNayak

Senior Application Developer BMC at Balfour Beatty

Self-service portal significantly reduces resolution time and transforms service process with advanced features

We initially had a lot of tickets generated via the service desk through calls and emails. Now, we have almost moved out of email creations by introducing the DWP features on the Studio pages, with about 90% of the tickets coming in via our self-service portal. Recent upgrades offer different types of views for particular business lines, which was missing earlier. The new landing pages have allowed us to add banners, images, and internal videos, encouraging most customers to use these DWP self-service features. Resolution time has decreased significantly since implementing the self-service portal. Additionally, the availability of knowledge articles, chatbots, and the new Helix GPT feature has improved service processes.

Read full review

Umair Akhlaque

Enterprise Solutions & Services Head at Duroob Technology

A fairly stable solution that’s highly mature, but has a poor user interface

The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

Read full review

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 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, and each customer has their own needs, and the customization the solution provides is beneficial."

"The interface is nice and it's simple to use, providing a good user experience."

"It's a very integrated solution."

"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."

"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."

"I have no further comments; excellent tools."

"I like the automation abilities of Remedy, specifically the ability to have templates that also auto-create tasks to be resolved by different teams."

"We have seen year over year customer satisfaction improvement for the last five years."

More BMC Helix ITSM pros

"This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc."

"Improved the effectiveness of my Service Desk Team and improved the SLA timing."

"The support is pretty good, the follow up is great; it is 24 hours, so that’s been useful, and it has a good escalation path, which is essential."

"It provides us with a very easy and flexible UI for CA Nimsoft Service Desk 7."

"The most valuable features for me are scalable architecture, customization potential where the UI, background, and data movement allow you to tailor to the nitty gritty details of what you might need in your environment, and advanced workflow management."

"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."

"The ability to add Additional Information Screens on the fly."

"Using the self-service functionalities we have been able to eliminate a lot of the support phone calls, and actually reduce a lot of our help desk staff."

More Serviceaide ChangeGear pros

Cons

"Customer Service: Fairly good. Much of it is in Asia and as in with most foreign customer support there is that occasional “understanding the accent” problem, but apart from that they are fairly good at what they do."

"Any software has a lifecycle. To me, BMC is a dated architecture."

"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."

"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."

"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."

"BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."

"There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view."

"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."

More BMC Helix ITSM cons

"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."

"I would love to see better two-factor authentication as that would really help us and make a big difference."

"Their service management application needs a lot of work."

"This is not appropriate for a small or even a medium-sized business. Too much overhead for a small company."

"We have been seeing a little bit of latency here and there, but we haven't been able to identify it."

"Importing data with relations is difficult and could be better."

"I think they could update some of the interface. It doesn't look as pretty as some of the other ones."

"Usability for IT analysts could be improved."

More Serviceaide ChangeGear cons

Pricing and Cost Advice

"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."

"It is costly, but it is well worth it."

"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."

"There are licenses to use this solution."

"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."

"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."

"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."

"The price of BMC Helix ITSM is expensive."

More BMC Helix ITSM pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

12%

Manufacturing Company

10%

Government

Computer Software Company

Construction Company

15%

Comms Service Provider

Financial Services Firm

Religious Institution

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	14
Large Enterprise	55

By reviewers
Company Size	Count
Small Business	3
Midsize Enterprise	1
Large Enterprise	11

Questions from the Community

What needs improvement with BMC Helix ITSM?

Although BMC Helix ITSM is a strong enterprise platform, there are areas where it could be improved. One key area is usability and simplification of configuration, especially for new administrators...

See all answers

What is your primary use case for BMC Helix ITSM?

My main use case for BMC Helix ITSM is validating and automating core ITSM workflows, such as incident, change, and service request management. I focus on ensuring that these workflows function cor...

See all answers

What is your experience regarding pricing and costs for BMC Helix ITSM?

My thoughts on the pricing and licensing cost of BMC Helix ITSM are that it is flexible.

See all answers

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Comparisons

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Compared 23% of the time

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Compared 10% of the time

Zendesk vs BMC Helix ITSM

Compared 4% of the time

Agiloft ITSM ITIL Service Desk Suite vs BMC Helix ITSM

Compared 4% of the time

SCSM vs BMC Helix ITSM

Compared 2% of the time

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Compared 19% of the time

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Compared 13% of the time

TOPdesk vs Serviceaide ChangeGear

Compared 5% of the time

PagerDuty Operations Cloud vs Serviceaide ChangeGear

Compared 5% of the time

SymphonyAI IT Service Management vs Serviceaide ChangeGear

Compared 4% of the time

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Product Reports

Buyer's Guide

BMC Helix ITSM

May 2026

Download BMC Helix ITSM product report

Buyer's Guide

IT Service Management (ITSM)

April 2026

Download Serviceaide ChangeGear product report

Also Known As

Remedy ITSM, Remedy, Helix Remedy, BMC Helix IT Service Management

Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear

Overview

BMC Helix ITSM offers advanced IT service management, integrating incident, change, and problem management for streamlined operations. Its ITIL Out Of The Box functionality and strong automation tools enhance service delivery, making it a vital tool for comprehensive IT process oversight.

Designed for diverse business environments, BMC Helix ITSM delivers exceptional customization and integration capabilities. Its automation and self-service features enable efficient incident management and service request handling, all while providing robust reporting tools. The platform scales effectively across businesses, supported by intuitive interfaces, built-in workflows, and APIs for seamless change management. This allows organizations to streamline processes and maintain compliance with ease. However, users have identified improvement areas such as user friendliness, cloud management, and the need for a mobile version. Transitioning between versions should be more fluid, and better customer support responsiveness is needed.

What are the most important features?

Call Logging: Efficiently document and manage support requests.
Escalation Features: Automatically prioritize and handle urgent issues.
Customization: Tailor processes to suit specific requirements.
Integration Capabilities: Connect with other tools to enhance data analysis.
Automation: Streamline workflows to improve service efficiency.
Self-Service: Enable users to resolve issues independently.
Service Request Management: Simplify intake and resolution of service requests.
Reporting Tools: Gain insights and improve IT service operations.

What benefits and ROI should users look for?

Operational Efficiency: Enhance productivity through streamlined workflows.
Scalability: Adapt to growing business demands seamlessly.
Compliance: Maintain regulatory standards effortlessly.
Performance: Achieve rapid issue resolution and improved service levels.
Flexibility: Accommodate diverse IT environments with customizable features.

BMC Helix ITSM is widely used across industries for IT service management and enterprise ticketing systems. Organizations leverage its capabilities to manage internal and external service desks, aligning with ITIL best practices. The platform aids in managing infrastructure, ensuring service assurance, and maintaining network provisioning. Through integration with other tools, companies bolster data analysis and automate workflows, enhancing overall operational efficiency.

BMC Helix

Serviceaide ChangeGear enhances IT operations with a focus on change management, delivering a robust platform for streamlining processes and improving efficiency.

Serviceaide ChangeGear provides a comprehensive suite of tools for managing IT environments. Its capabilities allow for seamless integration with existing systems, thus facilitating improved decision-making and efficient process execution. Built for enterprises seeking to optimize IT service management, it supports alignment with business objectives. Designed with scalability in mind, users can leverage ChangeGear's functionalities to support growth and adaptability in dynamic environments.

What are the key features of ChangeGear?

Change Management: Facilitates smooth planning and execution of changes, reducing risks and downtime.
Integration Capabilities: Seamlessly integrates with other IT and business systems for cohesive operations.
Automation: Automates routine tasks to improve efficiency and reduce human error.
Self-Service Portal: Enhances user experience by empowering users with tools to manage their requests independently.

What benefits or ROI can users expect?

Increased Efficiency: Streamlines IT processes, allowing for better resource utilization.
Risk Mitigation: Effectively manages change to minimize risks associated with IT alterations.
Scalability: Supports business growth with adaptable and scalable processes.
Cost Reduction: Reduces operational costs through automation and improved resource management.

Serviceaide ChangeGear is implemented across industries including finance and healthcare to support their complex IT infrastructure needs. It effectively addresses sector-specific challenges, enabling these industries to maintain robust IT governance and compliance without compromising operational efficiency.

Serviceaide

Sample Customers

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

Oakwood Systems Group

Buyer's Guide

BMC Helix ITSM vs. Serviceaide ChangeGear

May 2026

Free Report: BMC Helix ITSM vs. Serviceaide ChangeGear

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