BMC Helix ITSM and TOPdesk compete in the IT service management category. BMC Helix ITSM seems to have the upper hand due to its rich features and scalability, although TOPdesk offers ease of use and cost-effectiveness.
Features: BMC Helix ITSM is recognized for its integration capabilities, customizable modules, and robust ITIL-based processes. It provides advanced reporting tools and flexibility in adapting to diverse business needs. TOPdesk excels in ease of use, effective ticketing, and change management features, praised for its intuitive nature when properly implemented.
Room for Improvement: BMC Helix ITSM needs enhancements in UI modernization, ease of customization, and integration, especially for cloud configurations. Its reporting functionality could be more user-friendly. TOPdesk is criticized for limited reporting capabilities and lack of integration with modern tools like Microsoft Teams. Its modularity poses challenges for comprehensive reporting and usability.
Ease of Deployment and Customer Service: BMC Helix ITSM supports various deployment models, including on-premises, public, private, and hybrid clouds, but customer service and technical support receive mixed reviews. TOPdesk primarily offers on-premises or private cloud deployment, with positive feedback for customer support but some complexity acknowledged.
Pricing and ROI: BMC Helix ITSM has a higher price point but offers a high ROI due to its features and scalability, though pricing strategies are suggested for optimization. TOPdesk is considered cost-effective, suitable for enterprises of all sizes, with some criticism for the cost of advanced modules. Users generally find its pricing model reasonable.
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:
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.”
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