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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
 

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: April 2026).
Buyer's Guide
BMC Helix ITSM vs. Serviceaide ChangeGear
April 2026
Download the complete report
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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
78
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
14
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
ProductMindshare (%)
BMC Helix ITSM5.5%
Serviceaide ChangeGear1.6%
Other92.9%
IT Service Management (ITSM)
 

Featured Reviews

KN
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
UA
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

"Technical support has been fine."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"Service Request Management was the first big win for our company."
"Helix is more lightweight than these tools; it's a traditional tool that was developed more than 10 years ago, and ease of use is the operative word."
"Our Change Management and Incident Management processes have been greatly improved by using Remedy."
"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
"This is really easy solution to scale up and get get going to add new catalog items."
"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 solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"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."
"The ability to add Additional Information Screens on the fly."
"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."
More Serviceaide ChangeGear pros
 

Cons

"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"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."
"The interface is somewhat dated as compared to technologies in use today."
"It needs to be web based."
"I believe the software can be a little bit more user friendly. It can be a bit busy when using the resources provided."
"BMC Helix ITSM is difficult for us to customize, and most customizations require vendor support, which leads to extra costs."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"The interface isn't that great."
More BMC Helix ITSM cons
"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."
"We have been seeing a little bit of latency here and there, but we haven't been able to identify it."
"Flexibility to customize."
"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."
"I think they could update some of the interface. It doesn't look as pretty as some of the other ones."
"We had a lot of issues with non-Windows servers during implementation."
"It loses points because it’s not GUI enough, too code-y."
More Serviceaide ChangeGear cons
 

Pricing and Cost Advice

"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."
"BMC Helix ITSM is a very cost-effective solution."
"The price of BMC Helix ITSM is expensive."
"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."
"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 solution's pricing should come down."
"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
"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."
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%
Computer Software Company
6%
Government
6%
Construction Company
15%
Comms Service Provider
9%
Financial Services Firm
9%
Religious Institution
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business19
Midsize Enterprise14
Large Enterprise55
By reviewers
Company SizeCount
Small Business3
Midsize Enterprise1
Large Enterprise11
 

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
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Comparisons

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Compared 4% of the time
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Compared 19% of the time
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Compared 13% of the time
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Compared 5% of the time
PagerDuty Operations Cloud vs Serviceaide ChangeGear Logo
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SymphonyAI IT Service Management vs Serviceaide ChangeGear Logo
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More Serviceaide ChangeGear Competitors
 

Product Reports

Buyer's Guide
BMC Helix ITSM
May 2026
BMC Helix ITSM reportDownload BMC Helix ITSM product report
Buyer's Guide
IT Service Management (ITSM)
April 2026
Serviceaide ChangeGear reportDownload 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
April 2026
Free Report: BMC Helix ITSM vs. Serviceaide ChangeGear
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