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BMC Helix ITSM vs TOPdesk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

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

Customer Service

Sentiment score
5.2
BMC Helix ITSM's customer service is inconsistent, with variability in responsiveness and expertise, especially based on support tier.
Sentiment score
7.6
TOPdesk's support is professional and prompt, though some seek more tailored customer service tools despite efficient fault-reporting.
 

Room For Improvement

Sentiment score
4.3
BMC Helix ITSM needs UI improvements, better customization, and integration, with enhanced support, performance, and Agile functionality.
Sentiment score
4.4
TOPdesk needs upgrades in change management, reporting, user interface, AI, integration, and improved modularity to match competitors.
 

Scalability Issues

Sentiment score
7.8
BMC Helix ITSM is highly scalable, supports enterprise growth, but needs significant infrastructure, and sometimes faces memory management issues.
Sentiment score
7.5
TOPdesk's scalability is valued for IT service management but has mixed feedback, especially with increasing licenses and operator demands.
 

Setup Cost

No sentiment score available
BMC Helix ITSM offers high ROI despite complex licensing; large enterprises benefit from bulk discounts and tailored services.
No sentiment score available
TOPdesk pricing is user and module-based, often seen as competitive, ideal for large enterprises, less so for small.
 

Stability Issues

Sentiment score
7.2
BMC Helix ITSM is stable and reliable but may face issues with updates, custom setups, or specific configurations.
Sentiment score
7.8
TOPdesk provides stable, reliable performance, especially when hosted off-premises, with high user satisfaction and quick resolution of issues.
 

Valuable Features

Sentiment score
8.0
BMC Helix ITSM offers customizable ITIL features with seamless integrations, automation, mobile access, and adaptability for diverse business needs.
No sentiment score available
TOPdesk offers valuable IT management features, strong reporting, user-friendly ticketing, and adapts via customer feedback for increased efficiency.
 

Categories and Ranking

BMC Helix ITSM
Ranking in Help Desk Software
4th
Ranking in IT Service Management (ITSM)
3rd
Average Rating
8.0
Reviews Sentiment
6.7
Number of Reviews
76
Ranking in other categories
No ranking in other categories
TOPdesk
Ranking in Help Desk Software
14th
Ranking in IT Service Management (ITSM)
12th
Average Rating
8.0
Reviews Sentiment
6.8
Number of Reviews
9
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 12.7%, up from 11.1% compared to the previous year. The mindshare of TOPdesk is 1.6%, up from 1.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

RajkumarK - PeerSpot reviewer
The leading service management platform for delivering intelligent, user-centric experiences
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.
Bruno Clemente - PeerSpot reviewer
A highly scalable solution that has good reporting features
TOPdesk has features that allow only the financial managers to approve or deny the company's dealings With TOPdesk, we can concentrate all the requests from the company to only one system, and then we can manage the team's productivity. The most valuable feature of TOPdesk is the reports. We…
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
816,406 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
17%
Financial Services Firm
13%
Government
8%
Manufacturing Company
8%
Educational Organization
60%
Computer Software Company
9%
Financial Services Firm
3%
Manufacturing Company
3%
 

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?
The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident m...
What is your primary use case for BMC Helix ITSM?
We majorly use the solution for user ticket management, incident management, and event management.
What do you like most about TOPdesk?
The most valuable feature of TOPdesk is the reports.
What is your experience regarding pricing and costs for TOPdesk?
The solution's pricing is reasonable and not expensive.
What needs improvement with TOPdesk?
The solution should be made more user-friendly.
 

Comparisons

 

Also Known As

Remedy ITSM, Remedy, Helix Remedy
No data available
 

Learn More

 

Overview

 

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.
Find out what your peers are saying about BMC Helix ITSM vs. TOPdesk and other solutions. Updated: November 2024.
816,406 professionals have used our research since 2012.