BMC Helix Platform vs SysAid comparison

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BMC Helix Platform

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Executive Summary

We performed a comparison between BMC Helix Platform and SysAid based on real PeerSpot user reviews.

Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed BMC Helix Platform vs. SysAid Report (Updated: April 2025).

BMC Helix Platform vs. SysAid

April 2025

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Helped 848,207 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 Platform

Ranking in IT Service Management (ITSM)

23rd

Average Rating

7.6

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

No ranking in other categories

SysAid

Ranking in IT Service Management (ITSM)

18th

Average Rating

8.4

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

Help Desk Software (19th)

Featured Reviews

Francois Seegers

Product Manager at Blue Turtle Technologies

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.

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Todd Blake

Senior IT Specialist at COMMUNITY HEALTH CONNECTIONS INC

A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team

SysAid is similar to Nintex AssureSign. Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help. Also, there are almost too many features that we are not taking advantage of in our company since we don't even know about them. A little bit of a streamlining or simplification of the main features would be a good improvement. I would like to see SysAid present its solution more easily. There is a lot in the solution, and it is more than what we need in our company.

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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 service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow."

"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."

"It tracks everything that the technicians are doing. We can account for time and manage resources."

"SysAid is more user-friendly, and its configuration is easier than other tools."

"I would say the overall flexibility of the product is its most valuable feature."

"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."

"The solution can scale."

"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."

More SysAid pros

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."

"We would like them to approve the security functionalities, e.g., management security features."

"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."

"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."

"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."

"Currently, SysAid does not have a mobile application."

"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."

"The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports."

"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."

More SysAid cons

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."

"SysAid is a good solution, especially from a pricing perspective."

"Once you're interested, talk with SysAid. You can have them come in and look at your company and advise you on the best solution. They will tell you what comes with each separate package and also advise you what application to activate. If you want something that they don't have, they have a department that can design something based on your unique requests."

"Overall, the price is good. It's all about what you get for the base amount. From my perspective, you want to look at what you're getting out-of-the-box. SysAid does a good job of putting key stuff in the box for you."

"The pricing of SysAid is less than its competitors."

"Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow."

"We saw our investment back at the end of year one."

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

14%

Financial Services Firm

12%

Retailer

Construction Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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...

What do you like most about SysAid?

SysAid is more user-friendly, and its configuration is easier than other tools.

What is your experience regarding pricing and costs for SysAid?

Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow.

What needs improvement with SysAid?

With SysAid, most of the customers are requesting a native mobile application. SysAid has fewer AI features compared to other tools.

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Comparisons

No data available

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Compared 31% of the time

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Product Reports

IT Service Management (ITSM)

March 2025

Download BMC Helix Platform product report

Download SysAid product report

March 2025

Overview

BMC Helix Platform is an innovative, cloud-based platform that enables organizations to automate and accelerate their digital transformation initiatives. It provides a comprehensive suite of tools for building and deploying applications efficiently.

BMC Helix Platform offers a robust architecture that supports rapid application development tailored to business needs. Users can leverage its cognitive capabilities and workflows to enhance productivity while ensuring seamless integrations with existing systems. It empowers IT departments to manage processes and resources effectively, from creation to execution, facilitating efficient digital operations.

What are the key features of BMC Helix Platform?

Cloud-Native Architecture: Ensures scalability and flexibility in deploying applications.
Cognitive Automation: Integrates AI-driven insights for smarter decision-making.
Orchestration Capabilities: Streamlines processes across different environments and systems.
Seamless Integration: Connects effortlessly with major enterprise software platforms.

What benefits or ROI can evaluating users seek?

Cost Efficiency: Reduces operational costs through automation.
Enhanced Productivity: Increases efficiency by eliminating manual tasks.
Agility: Accelerates time-to-market with rapid development capabilities.
Improved Accuracy: Minimizes errors with intelligent automation features.

BMC Helix Platform caters to diverse industry requirements, offering scalable solutions for IT service management, IT operations, and business workflows. Industries such as healthcare, finance, and retail benefit from its process automation and compliance tracking functionalities, streamlining operations while adhering to industry regulations.

BMC

Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.

Sample Customers

Information Not Available

Disney, Sears Holdings Corporation, LAN Airlines, Schneider Electric, On Semiconductors, Toyota, Sky, KPMG, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank, Xerox, Bacardi, Del Monte Fresh Produce, Manpower, Nucor, Ecobank