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BMC Helix Platform vs Hornbill Systems Supportworks 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
Hornbill Systems Supportworks
Ranking in IT Service Management (ITSM)
35th
Average Rating
7.0
Reviews Sentiment
6.8
Number of Reviews
2
Ranking in other categories
Help Desk Software (30th)
 

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.
it_user1262703 - PeerSpot reviewer
Excels in call logging and call flows but is limited in terms of scalability
I'd advise others to map their processes out before starting with the solution. Hornbill has recently generated a new version of its product and it meets some of the requirements that we would have been looking for. It's a bit more scalable, a bit more responsive to a customer-focused model for support, and they've improved a lot of things like process flow and self-service. In terms of rating the solution, it's difficult to grade. It really depends on the size of the organization that's trying to use it as that tool. One of the reasons why we're looking to shift is because we've grown quite a bit over the years that we've had it, which makes it difficult for it to meet our demands. However, for an organization the size of what we were when we started our journey with it, I'd rate it ten out of ten. Where we are now, with our company size and needs, I'd rate it six out of ten.

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."
"The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
 

Cons

"To improve BMC Helix Platform, they could enhance the mobile experience."
"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."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
 

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."
"Our organization pays about $40,000 annually. There are ongoing consultancy costs and if we want to change anything, we're charged a day rate. Other than that, there are no other extra costs involved in working with the solution."
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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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Also Known As

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Supportworks
 

Overview

 

Sample Customers

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Aylesbury Vale District Council
Find out what your peers are saying about BMC Helix Platform vs. Hornbill Systems Supportworks and other solutions. Updated: April 2025.
847,862 professionals have used our research since 2012.