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 5.4% mindshare in ISM, compared to Serviceaide’s 1.4% 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

5,948 Views
5,056 Comparison Views

87% willing to recommend

Serviceaide ChangeGear

Read 14 Serviceaide ChangeGear reviews

1,417 Views
921 Comparison Views

85% willing to recommend

BMC Helix ITSM

Serviceaide ChangeGear

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Nov 3, 2024

```html

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.

```

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

Buyer's Guide

BMC Helix ITSM vs. Serviceaide ChangeGear

April 2026

Download the complete report

Helped 887,041 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

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

29th

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 April 2026, in the IT Service Management (ITSM) category, the mindshare of BMC Helix ITSM is 5.4%, down from 11.5% compared to the previous year. The mindshare of Serviceaide ChangeGear is 1.4%, up from 0.4% 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	5.4%
Serviceaide ChangeGear	1.4%
Other	93.2%

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

"This product allows us to efficiently track all outstanding tickets, enabling the submitter to update the diaries, reopen tickets, expedite and reroute for faster processing."

"The most valuable features of BMC Helix ITSM for us are CMDB and discovery."

"The solution's most valuable features are automation and orchestration."

"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."

"The scalability that BMC offers is really great and it provides tons of integration options, and we haven't faced any issues with integration."

"I would recommend this solution because it includes all the best practices of ITIL and ITSM used across the industry."

"Reports have helped us to improve our IT processes, and the main benefit is providing the right information to our decision-makers."

"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."

More BMC Helix ITSM pros

"CA Technologies support is excellent."

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

"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."

"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."

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

"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."

"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."

"This is really easy solution to scale up and get get going to add new catalog items."

More Serviceaide ChangeGear pros

Cons

"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."

"We have experienced outages, because some other customers did something on the same cluster that we share."

"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."

"BMC needs to keep improving their support. It is still far from what it was back in the days of Remedy."

"Its 50-50, sometimes its great, and other times, not."

"It could be improved in the areas of cloud management, documentation, and training."

"The data was slow and the BMC support was lacking."

"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."

More BMC Helix ITSM cons

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

"It loses points because it’s not GUI enough, too code-y."

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

"Flexibility to customize."

"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."

"Few probes need improvement in their function and the way they get deployed for monitoring."

"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."

More Serviceaide ChangeGear cons

Pricing and Cost Advice

"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."

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

"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."

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

"It is too expensive for a small business."

"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."

"The price of BMC Helix ITSM is expensive."

"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."

More BMC Helix ITSM pricing and cost advice

Information not available

See which vendors are best for you

Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

See recommendations

887,041 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

12%

Manufacturing Company

10%

Computer Software Company

Government

Construction Company

15%

Financial Services Firm

Religious Institution

Comms Service Provider

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

Ask a question

Earn 20 points

Comparisons

ServiceNow vs BMC Helix ITSM

Compared 24% of the time

JIRA Service Management vs BMC Helix ITSM

Compared 11% 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

More BMC Helix ITSM Competitors

ServiceNow vs Serviceaide ChangeGear

Compared 20% of the time

Clarity SM vs Serviceaide ChangeGear

Compared 12% 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

More Serviceaide ChangeGear Competitors

Product Reports

Buyer's Guide

BMC Helix ITSM

April 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 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 Helix

ChangeGear, a leader in the GigaOm ITSM Radar Report, presents a cutting-edge AI-based service management platform that transforms user experience and enhances decision-making. Offering a business-friendly interface, ChangeGear is customizable with drag-n-drop editing, ensuring adaptability to diverse user needs. The AI-driven platform accelerates decision-making processes with real-time recommendations and intelligent predictions, boosting staff efficiency. Advanced automation, including workflow automation and business process automation, streamlines operations, freeing staff from manual tasks. Recognized for its agility and speed, ChangeGear stands out in change management, asset management, and service desk solutions. For industries navigating compliance challenges, ChangeGear's robust change management and auditing capabilities provide a comprehensive solution.

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

April 2026

Free Report: BMC Helix ITSM vs. Serviceaide ChangeGear

Find out what your peers are saying about BMC Helix ITSM vs. Serviceaide ChangeGear and other solutions. Updated: April 2026.

DOWNLOAD NOW

887,041 professionals have used our research since 2012.

See our BMC Helix ITSM vs. Serviceaide ChangeGear report.

See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.

We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.