BMC Helix ITSM vs xMatters comparison

The compared BMC Helix and Everbridge solutions aren't in the same category. BMC Helix is ranked #3 in ISM , with an average rating of 7.8, and holds a 8.1% mindshare in the category. Everbridge is ranked #10 in IMS , and holds a 6.8% mindshare. Additionally, 87% of BMC Helix users are willing to recommend the solution, compared to 96% of Everbridge users who would recommend it.

BMC Helix ITSM

Read 78 BMC Helix ITSM reviews

4,669 Views
4,062 Comparison Views

87% willing to recommend

xMatters

Read 31 xMatters reviews

1,014 Views
811 Comparison Views

96% willing to recommend

BMC Helix ITSM

xMatters

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between BMC Helix ITSM and xMatters based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC Helix and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: October 2025).

Buyer's Guide

IT Service Management (ITSM)

October 2025

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Helped 871,829 peers since 2012

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

Average Rating

8.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

Help Desk Software (6th), IT Service Management (ITSM) (3rd)

xMatters

Average Rating

8.8

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

IT Alerting and Incident Management (10th)

Mindshare comparison

While both are Systems Management solutions, they serve different purposes. BMC Helix ITSM is designed for IT Service Management (ITSM) and holds a mindshare of 8.1%, down 13.6% compared to last year.
xMatters, on the other hand, focuses on IT Alerting and Incident Management, holds 6.8% mindshare, down 7.4% since last year.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
BMC Helix ITSM	8.1%
ServiceNow	21.0%
JIRA Service Management	8.7%
Other	62.2%

IT Service Management (ITSM)

IT Alerting and Incident Management Market Share Distribution
Product	Market Share (%)
xMatters	6.8%
PagerDuty Operations Cloud	21.5%
Opsgenie	13.0%
Other	58.7%

IT Alerting and Incident Management

Featured Reviews

Ameet Darole

IT Service Delivery at Abcl

Used for user ticket management, incident management, and event management

We had a manual event management process and a separate monitoring tool called Dynatrace. The alerts generated did not flow to the ITSM tool. With BMC Helix ITSM, the alerts flow and auto-route to respective technical support. If the alerts are resolved, the ticket will be automatically closed. So, the workload and automation are much better now. BMC Helix ITSM is a fast platform, so it is quite manageable. I would recommend BMC Helix ITSM to other users because it is a good solution. Overall, I rate the solution an eight out of ten.

Read full review

Dean-Robinson

Sr. Developer at a media company with 10,001+ employees

A versatile solution with excellent logging capabilities that reduced our time to resolve

The reporting functionality could be improved, though I know that's something xMatters, inc. is working on. For example, sometimes I need to go into the platform and find users who aren't in groups that have been created recently, haven't logged in and so on. Previously, this was hard work, but they added loads of filters, making it more accessible. Still, the ability to create custom-designated reports that I could run and schedule would be fantastic for me. It would be good if they keep improving the reporting functionality, as it can be somewhat restrictive sometimes. There are a couple of improvements that xMatters could make to the incident hub, where we can manage high-priority incidents. More sharing capability between collaborating incident managers would be good to see, including the ability to whiteboard. That would allow them to share and sketch out ideas while looking for a solution. Those two features are essential, and that's why we want to use the solution in conjunction with Everbridge because xMatters doesn't have them.

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

"The solution can scale."

"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."

"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."

"The product's initial setup phase was easy."

"Our Change Management and Incident Management processes have been greatly improved."

"The solution has good capabilities for analytics."

"It has centralized all work orders and help desk ticket tracking."

"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."

More BMC Helix ITSM pros

"Workflows and messaging are most valuable. Workflows are very useful. They are important for consolidating information or stopping duplication from happening. We put all the information into xMatters and then the workflow will push the same information in the correct format directly through to other applications that our end users frequently use, such as Slack, email, and Workplace."

"It has improved our time to respond. Prior to the use of xMatters, it might take hours or even a day to get someone involved on a problem. Now, it's down to minutes."

"The ability to have the rota and then configure notifications that you can directly fire them into the group is most valuable. The India shift is from 2:00 AM to 9:00 AM, and then it is the UK shift from 9:00 AM to 5:00 PM UK time, and then there is also a defined US shift and on-call hours. It allows us to make sure that everyone is going to get notified when they need to be about an issue. We can target specific locations or users with notifications."

"It helped change behavior across the organization to improve accountability."

"It has been easy to use and very reliable."

"It reduces the amount of oversight required, and consequently, the amount of time to assign and get a response on a ticket."

"The two-way integration between ServiceNow and xMatters allows us to assign tickets to support personnel faster and respond to incidents faster."

"The automated callouts, without a doubt, are most valuable. They have been a huge gain for our company. Previous to xMatters, there was no real management of the on-call resources or rotas. So, having that centralized and automated has been a huge gain."

More xMatters pros

Cons

"I have customers that always would like to adapt and personalize BMC Helix ITSM more."

"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."

"They should add some of the bolt-ons into the initial setup, such as chat."

"The interface should be more user-friendly, and the customization should be easier."

"The reports need improvement, it is not a good functioning tool."

"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."

"The search feature and the dashboard could both be improved."

"Needs less infrastructure requirements."

More BMC Helix ITSM cons

"We have had outages with the product. We have experienced functionality (defects), such as conference bridges can only be opened for four hours at a time and people get kicked out."

"Additional built-in integrations with other applications would be an area of improvement."

"An additional knowledge-sharing program could be helpful and part of the demo workshops (right now, these only provide partial information)."

"While they do have an extensive library of integrations, sometimes those integrations or custom integrations, require a more technical level of expertise in products outside of xMatters, such as Java."

"If you want to alter a custom field, you can do so via import/export. But you can't have an unlimited number of custom fields, so in a large environment with a lot of teams, team provisioning becomes more difficult."

"We have to create an Excel sheet for onboarding users and then upload it. But if an employee resigns, we don't have any checkpoints to validate whether the user is still active or not. We have to do that manually every week: Check who has left the organization, and do a cross-check, whether this person had any licenses or signed in to xMatters."

"What I would like it to do is tell me anytime there is a P1 incident, except when the ticket is assigned to this team or when this word is in the summary, but there is no exclusion option. I have been complaining about this for a couple years. At one point, we created a ticket for this with the developers to review. I assume that once enough people complain about it, they will bump it up in priority to work on. However, if not enough people think it is an issue, then they prioritize their work and work on other features and functionality. However, this is something that has been challenging for us because we have needed to find ways to work around it or just deal with it. So, I would love to see an exclusion option."

"We would like to see a greater variety of integrations with ServiceNow. It works fine as it is, but an enhancement would be the ability to interact with the major incident module in ServiceNow... The way our major incident process works, when an incident is elevated from a P1 to a major incident, that is an extra flag in ServiceNow. It would be awesome to have xMatters get notification when something goes from a P1 to a major and then have it go through a different workflow, rather than our regular P1."

More xMatters 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."

"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."

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

"There are licenses to use this solution."

"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."

"It is costly, but it is well worth it."

"It is too expensive for a small business."

More BMC Helix ITSM pricing and cost advice

"The only potential concern is professional services. They are capable, but like to bill on an hourly basis."

"I would definitely say it's worth the value. I wouldn't say it's expensive, but most people who pick xMatters are not going to select xMatters based on price. There are other lower-priced competitors that are out there. But I would say for what we're getting, it's worth the money."

"Pricing is pretty straightforward and listed on their website. I recommend starting small and expanding later."

"Licensing varies widely, depending on usage. It can be cheap or quite expensive, depending on volume and features."

"It feels like good value in the sense that the service is excellent. The people above me who look at such things have renewed it a couple of times, and I think they would have thought whether it was good value, whether it was wildly overpriced, or whether there were better and cheaper alternatives. So, from that perspective, the pricing is fair and proper."

"I know roughly what we pay per year. For what we use it for and what its purpose is, it is very valuable."

"The pricing and licensing are okay. I wish that the user licenses were cheaper but the stakeholder licenses are at a reasonable cost."

"If the licensing were cheaper, our customer might buy more."

More xMatters pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

18%

Financial Services Firm

12%

Manufacturing Company

Government

Computer Software Company

30%

Performing Arts

Financial Services Firm

Insurance Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	14
Large Enterprise	54

By reviewers
Company Size	Count
Small Business	4
Midsize Enterprise	2
Large Enterprise	24

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...

See all answers

What needs improvement with BMC Helix ITSM?

Currently, we are not utilizing the AI functionality in BMC Helix ITSM as we are still in the roadmap and development phase at this point in time. There isn't anything that I would suggest for impr...

See all answers

What is your primary use case for BMC Helix ITSM?

We use BMC Helix ITSM for the complete end-to-end ITSM suite, mainly for ticketing and service management. BMC Helix ITSM supports our IT service management processes primarily for all incident, pr...

See all answers

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Comparisons

ServiceNow vs BMC Helix ITSM

Compared 37% of the time

JIRA Service Management vs BMC Helix ITSM

Compared 13% of the time

Zendesk vs BMC Helix ITSM

Compared 4% of the time

OpenText Service Management (SMAX) vs BMC Helix ITSM

Compared 4% of the time

Agiloft ITSM ITIL Service Desk Suite vs BMC Helix ITSM

Compared 4% of the time

More BMC Helix ITSM Competitors

PagerDuty Operations Cloud vs xMatters

Compared 49% of the time

Everbridge IT Alerting vs xMatters

Compared 26% of the time

Opsgenie vs xMatters

Compared 16% of the time

ServiceNow vs xMatters

Compared 9% of the time

More xMatters Competitors

Product Reports

Buyer's Guide

BMC Helix ITSM

October 2025

Download BMC Helix ITSM product report

Buyer's Guide

xMatters

September 2025

Download xMatters product report

Also Known As

Remedy ITSM, Remedy, Helix Remedy, BMC Helix IT Service Management

xMatters IT Management

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

xMatters, an Everbridge company, is a service reliability platform that helps DevOps, SREs, and operations teams rapidly deliver products at scale by automating workflows and ensuring infrastructure and applications are always working. The xMatters code-free workflow builder, adaptive approach to incident management, and real-time performance analytics all support a single goal: deliver customer happiness.

To learn more, request a demo.

Reliable services, rapid innovation: Automate operations workflows, ensure applications are always working, and deliver remarkable products at scale with the xMatters service reliability platform.

Automate on the xMatters service reliability platform: Move faster with confidence. Our no-code and low-code integrations let you build flexible workflows to address issues proactively—even during deployments.

Frictionless on-call: Manage on-call seamlessly. Automatically escalate to the right people, schedule with ease, and act on detailed alerts from anywhere.

Adaptive Incident Management: Stay resilient in any scenario with our adaptive approach to incident management. Automate resolution, protect customers from disruptions, and learn from each event.

Signal Intelligence: Put situations in context and cut through the noise of multiple monitoring tools with filtering and suppression, alert correlation, enriched notifications, and routing based on role or function.

Actionable Analytics: Get quick insights into key metrics to understand inefficiencies, boosting collaboration and productivity across engineering and operations teams.

Everbridge

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University

Over 2.7 million users trust xMatters daily at successful startups and global giants including athenahealth, BMC Software, Box, Credit Suisse, Danske Bank, Experian, NVIDIA, ViaSat and Vodafone. xMatters is headquartered in San Ramon, California and has offices worldwide. Visit our website to see how business like yours found solutions with xMatters.

Buyer's Guide

IT Service Management (ITSM)

October 2025

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