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 #6 with an average rating of 7.8, while Serviceaide is ranked #30. BMC Helix holds a 5.7% mindshare in ISM, compared to Serviceaide’s 1.1% 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

5,044 Views
4,338 Comparison Views

87% willing to recommend

Serviceaide ChangeGear

Read 14 Serviceaide ChangeGear reviews

1,041 Views
677 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: March 2026).

Buyer's Guide

BMC Helix ITSM vs. Serviceaide ChangeGear

March 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

8th

Ranking in IT Service Management (ITSM)

6th

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

32nd

Ranking in IT Service Management (ITSM)

30th

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 5.7%, down from 11.7% compared to the previous year. The mindshare of Serviceaide ChangeGear is 1.1%, 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	5.7%
Serviceaide ChangeGear	1.1%
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.

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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

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

"Customer support is always fantastic and willing to help."

"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."

"We use this tool for managing tickets, other employee related services, and reporting purposes."

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

"In general, for incident management, it's okay."

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

"For large organisations, or a medium organisation that is now growing due to new acquisitions etc. (typically several thousand people strong and a large presence in one or more countries) BMC Remedy is surely a very good choice."

More BMC Helix ITSM pros

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

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

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

"CA Technologies support is excellent."

"The most valuable feature is the ability to easily create service catalogues for our customers, something that we didn't have previously with the other tool we were using, which was SDM."

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

"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

"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."

"Did come across few hiccups around some product documentation not available or not very useful or not enough support available or maybe a utility not working as desired, however, these were not show stoppers and we managed to work our way around these."

"It’s not an easy product to use for the customers."

"Some parts of the solution are using the old interface — the contracts and contract management part of the solution. It needs to mature a little further in order to become more user-friendly."

"Their customer service catalog (where a customer can order some products) could be improved. This product is not the best, but they are working on it."

"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."

"It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."

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

More BMC Helix ITSM cons

"Flexibility to customize."

"Usability for IT analysts could be improved."

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

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

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

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

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

"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

"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."

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

"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."

"The price of BMC Helix ITSM is expensive."

"BMC Helix ITSM is a very cost-effective solution."

"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."

"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."

More BMC Helix ITSM pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

11%

Manufacturing Company

10%

Computer Software Company

Government

Construction Company

18%

Outsourcing Company

Comms Service Provider

Healthcare Company

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 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?

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...

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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

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Product Reports

Buyer's Guide

BMC Helix ITSM

March 2026

Download BMC Helix ITSM product report

Buyer's Guide

IT Service Management (ITSM)

March 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

March 2026

Free Report: BMC Helix ITSM vs. Serviceaide ChangeGear

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