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BMC Helix ITSM vs SolarWinds Web Help Desk 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:
 

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)
SolarWinds Web Help Desk
Ranking in Help Desk Software
18th
Average Rating
7.6
Reviews Sentiment
7.7
Number of Reviews
7
Ranking in other categories
No ranking in other categories
 

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 SolarWinds Web Help Desk is 1.3%, up from 0.8% 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.
Shadi Shaar - PeerSpot reviewer
Supports case and incident reporting with responsive support
Some features in the product are supposed to run. However, if they don't, it may require some time to configure or fix them, such as asset management. We have been struggling with asset management in SolarWinds Web Help Desk. The software offers a range of features that we haven't fully utilized, such as inventory management and an approval system. While we are utilizing the asset management functionality, there have been some defects that need addressing. Some users prefer to have another big interface, but unfortunately, this option is not available in SolarWinds Web Help Desk.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"We use this tool for managing tickets, other employee related services, and reporting purposes."
"It has centralized all work orders and help desk ticket tracking."
"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 departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"Improved our organization with better customer experience and reporting abilities."
"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"I like the single sign-on and that administrators can customize."
"With service requests, we have been able to give visibility to the business users."
"SolarWinds is scalable as far as adding devices and servers."
"Once installed, it runs like a charm and doesn't ever crash."
"The most valuable feature of this solution is the assets management module."
"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."
"It is easy to use."
"SolarWinds supports case and incident reporting. This includes logging incidents and tracking them efficiently. Additionally, it is compatible and approved by the ITIL foundation and standards, meeting world-class standards."
 

Cons

"It takes a long-time to plan and deploy the on-premise solution."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"They should add some of the bolt-ons into the initial setup, such as chat."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"The reports need improvement, it is not a good functioning tool."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"BMC Helix ITSM should have an easy-to-use user interface."
"It would be good if there were training and tutorial videos on the Web Help Desk."
"A little outdated compared to newer products that include protection and detection."
"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."
"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."
"This solution needs to have mobile application support added."
 

Pricing and Cost Advice

"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
"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."
"There are licenses to use this solution."
"It is costly, but it is well worth it."
"The price of BMC Helix ITSM is expensive."
"The price of BMC Helix ITSM could improve their price."
"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."
"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."
"They charge by the technician. It costs $117 per technician per year."
"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."
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Top Industries

By visitors reading reviews
Computer Software Company
18%
Financial Services Firm
15%
Government
9%
Manufacturing Company
8%
Educational Organization
77%
Retailer
3%
Computer Software Company
3%
Healthcare Company
2%
 

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?
BMC Helix ITSM is difficult for us to customize, and most customizations require vendor support, which leads to extra costs. The interface should be more user-friendly, and the customization should...
What is your primary use case for BMC Helix ITSM?
We are currently using BMC Helix ITSM in our organization. We are in the process of implementing new modules like CMDB and discovery.
What needs improvement with SolarWinds Web Help Desk?
Some features in the product are supposed to run. However, if they don't, it may require some time to configure or fix them, such as asset management. We have been struggling with asset management ...
What is your primary use case for SolarWinds Web Help Desk?
SolarWinds Web Help Desk is a case management system. Each user logs their concerns or problems into the portal, which are then assigned to one of our support engineers responsible for managing the...
What advice do you have for others considering SolarWinds Web Help Desk?
SolarWinds Web Help Desk could be beneficial for generating automated responses, such as ONIQ. Since we receive multiple cases from similar backgrounds, it would streamline the process if the syste...
 

Also Known As

Remedy ITSM, Remedy, Helix Remedy
No data available
 

Overview

 

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
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Find out what your peers are saying about BMC Helix ITSM vs. SolarWinds Web Help Desk and other solutions. Updated: March 2025.
844,944 professionals have used our research since 2012.