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BMC Helix Monitor vs ServiceNow IT Operations Management comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jan 23, 2025

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 Monitor
Ranking in Event Monitoring
6th
Average Rating
9.0
Reviews Sentiment
7.7
Number of Reviews
4
Ranking in other categories
No ranking in other categories
ServiceNow IT Operations Ma...
Ranking in Event Monitoring
1st
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
41
Ranking in other categories
Cloud Management (9th), IT Infrastructure Monitoring (10th), AIOps (4th)
 

Mindshare comparison

As of April 2025, in the Event Monitoring category, the mindshare of BMC Helix Monitor is 10.6%, down from 12.0% compared to the previous year. The mindshare of ServiceNow IT Operations Management is 19.9%, up from 15.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Event Monitoring
 

Featured Reviews

Jijil GHosh - PeerSpot reviewer
An agentless tool that offers great scalability and a straightforward setup phase
The most valuable feature of the solution stems from the fact that BMC Helix Monitor is an agentless tool, because of which you don't need to deploy agents on each and every system in your IT environment. If you want to install an agent on each and every system, manpower is needed, while there is no such need when one uses BMC Helix Monitor. BMC Helix Monitor provides you with details on asset relationships. If a particular printer is connected to a core network printer or a particular desktop is connected to the servers, the product scans and gives you a free structure of relationship, which doesn't need any human intervention, making it an automated process. BMC Helix Monitor gives you the entire information about your assets, because of which you can sit in one place and keep track of whether a particular asset is online or offline.
RichardG - PeerSpot reviewer
Effortlessly blends management systems for comprehensive infrastructure insight
ServiceNow IT Operations Management brought together Intune and SCCM or MECM really well. It provided out-of-the-box integrations, requiring only minimal effort, typically a couple of days, to massage those systems into a seamless operation. Additionally, the performance analytics of ServiceNow was especially beneficial for setting thresholds, aggregating, and correlating infrastructure data.

Quotes from Members

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

Pros

"The product's initial setup phase is easy."
"It is evolving more and more into artificial intelligence."
"The service operations monitoring features are valuable."
"The most valuable feature of the solution stems from the fact that BMC Helix Monitor is an agentless tool, because of which you don't need to deploy agents on each and every system in your IT environment."
"It includes a valuable feature called Discovery, that aids in application portfolio management, enabling visibility into IT infrastructure from top to bottom."
"I like the solution due to the fact that it's scalable."
"The initial setup is very straightforward. A person just needs to join a team to access the network and that's all."
"The end-to-end ticketing process is most valuable in ServiceNow IT Operations Management because its notification feature is excellent in keeping all users informed on the next step compared to BMC. I also like that ServiceNow IT Operations Management is very user-friendly."
"It is a stable solution. I have not experienced any system outages during my time using the solution."
"Our ROI since implementing ServiceNow ITOM has been significant."
"ITOM communicates information about incidents and maintains them. It handles tickets change, manages service networks, and reduces IT service downtime for the organization."
"The solution allows you to subscribe to the features you need and utilize CMDB, ITSM, and discovery on the same platform."
 

Cons

"I feel that the tool's stability has some scope for improvement."
"The solution's GUI and some patching-related information are areas with shortcomings where enhancements are needed, though I believe they are areas that fall under BMC's roadmap for the future."
"The initial setup of the solution is complex."
"The product must provide more information and dashboards."
"There is room for improvement in service mapping within ServiceNow ITOM."
"Service Mapping is a time-consuming process. The time and effort versus the benefits are very difficult to articulate to customers."
"The solution's subscription model could be improved."
"ServiceNow IT Operations Management could do a little bit better with integrations. Integrating ServiceNow IT Operations Management with CMDB processes needs a little more work."
"If you are new to using the solution, you will find the setup complex."
"ServiceNow IT Operations Management could be improved by providing more user customization options."
"Service mapping is pretty limited."
"I would like more manual issues to have automated report-facing options."
 

Pricing and Cost Advice

"The product’s price could be improved."
"It has different subscription models."
"This solution offers good value but comes at a very high premium. Pricing could be reduced by 10 to 20%."
"The solution offers yearly licenses and a subscription model for add-on features."
"The solution is costly compared to the products offered by its competitors."
"The pricing is high and may be excluding the small to medium-sized enterprise businesses."
"We obtained discovery licenses at about seven dollars Australian per unit, which we found to be reasonable and competitive."
"ServiceNow IT Operations Management is a costly solution. I'd rate the price at ten, on a scale from one to ten with one being the lowest and ten being the highest price. Some clients do have a problem with the price, but most find that the solution is worth the cost."
"There are additional costs, you have to pay more for everything."
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Top Industries

By visitors reading reviews
Financial Services Firm
29%
Computer Software Company
12%
Government
7%
Energy/Utilities Company
6%
Financial Services Firm
15%
Computer Software Company
13%
Manufacturing Company
11%
Government
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about BMC Helix Monitor?
The service operations monitoring features are valuable.
What is your experience regarding pricing and costs for BMC Helix Monitor?
The product’s price could be improved. The company is quite flexible with pricing. Legacy products need to revise their pricing strategy without losing their position in the market. The legacy mode...
What needs improvement with BMC Helix Monitor?
I feel that the tool's stability has some scope for improvement.
What do you like most about ServiceNow IT Operations Management?
From my perspective as an asset manager, the most valuable feature of the solution is the configuration management portion, where I can actively add something to the database.
What is your experience regarding pricing and costs for ServiceNow IT Operations Management?
We obtained discovery licenses at about seven dollars Australian per unit, which we found to be reasonable and competitive. The pricing model offers scaling where not everything consumes a license ...
What needs improvement with ServiceNow IT Operations Management?
There is room for improvement in service mapping within ServiceNow ITOM. When we have more time, we'll look to extend that and apply it to business-critical services like email.
 

Also Known As

Helix Monitor
ServiceNow ITOM
 

Overview

 

Sample Customers

Grupo Moura, Goodman, Aspect, Telefónica Colombia, Fujitsu
servicenow, TransAlta, NATS, Symantec
Find out what your peers are saying about BMC Helix Monitor vs. ServiceNow IT Operations Management and other solutions. Updated: April 2025.
849,190 professionals have used our research since 2012.