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BMC Helix Platform vs Cherwell Service Management comparison

 

Comparison Buyer's Guide

Executive Summary

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 Platform
Ranking in IT Service Management (ITSM)
23rd
Average Rating
7.6
Reviews Sentiment
6.8
Number of Reviews
2
Ranking in other categories
No ranking in other categories
Cherwell Service Management
Ranking in IT Service Management (ITSM)
27th
Average Rating
7.2
Reviews Sentiment
7.1
Number of Reviews
6
Ranking in other categories
Help Desk Software (25th)
 

Featured Reviews

Francois Seegers - PeerSpot reviewer
An open, scalable service that increases efficiency and productivity in enterprise service management
The most valuable features of BMC Helix Platform for service delivery include Helix GPT, which uses AI and GPT within the enterprise service management space. This feature automatically classifies requests and incidents, making descriptions more descriptive by using GPT and machine learning models. It converts the initial descriptions into better-worded versions using natural language, enhancing clarity and efficiency. This is just one of many AI and machine learning features within the solution.
Thobile Moeketsi - PeerSpot reviewer
Having everything in one location has significantly improved our efficiency and reporting
We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

Quotes from Members

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

Pros

"The BMC Helix Platform is perfect."
"The most valuable features of BMC Helix Platform for service delivery include Helix GPT, which uses AI and GPT within the enterprise service management space."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"The dashboard is very useful to get a quick overview of current tasks."
"The most valuable features are problem management and change management."
"All our activities are carried out in the one place."
"The dashboard and the reporting functionality are the solution's most valuable features."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
 

Cons

"The cost of BMC Helix is very high, with an estimation of not less than $100,000 making it difficult for us to adopt the platform fully."
"To improve BMC Helix Platform, they could enhance the mobile experience."
"Access is only available if we're on VPN."
"The stability, specifically in the on-premises deployment model, could be improved."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"Application service mapping, GRC, SecOps, and things like that need improvement."
 

Pricing and Cost Advice

"Regarding the cost, it's not expensive for enterprises but can be costly for small to medium-sized businesses. I recommend implementing a pricing model tailored for small to medium businesses to attract a larger customer base. Approximately, the license cost is around sixty dollars per month."
"For an ITIL user, the cost is probably about 50 bucks a month."
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Top Industries

By visitors reading reviews
No data available
Educational Organization
65%
Computer Software Company
6%
Government
5%
Healthcare Company
3%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
No data available
 

Questions from the Community

What is your experience regarding pricing and costs for BMC Helix Platform?
Regarding the cost, it's not expensive for enterprises but can be costly for small to medium-sized businesses. I recommend implementing a pricing model tailored for small to medium businesses to at...
What is your primary use case for BMC Helix Platform?
Our clients use the BMC Helix Platform accross industries to support Enterprise Service Management and Operations Management breaking dow siloed approaches enabling ServiceOps. It's used across var...
What advice do you have for others considering BMC Helix Platform?
I would rate the AI capabilities of BMC Helix Platform an eight out of ten. The reason for this rating is that, while the technology is advanced, there's always room for improvement with new develo...
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Overview

 

Sample Customers

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Ausenco, Highlights for Children, B/E Aerospace
Find out what your peers are saying about BMC Helix Platform vs. Cherwell Service Management and other solutions. Updated: April 2025.
847,625 professionals have used our research since 2012.