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BMC Helix ITSM vs ServiceNow comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Oct 8, 2024

Review summaries and opinions

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

ROI

Sentiment score
6.6
BMC Helix ITSM boosts business automation with variable ROI; users value performance but find ROI tracking and cost justification challenging.
Sentiment score
6.9
ServiceNow generally delivers high ROI, boosting efficiency and productivity, though initial adoption challenges and costs exist for some users.
 

Customer Service

Sentiment score
6.3
BMC Helix ITSM support quality varies by service level, with premier support praised, but improvements needed in communication and resolution speed.
Sentiment score
7.1
ServiceNow's support is praised for responsiveness but inconsistent with complexities; community aids, yet customization support needs improvement.
 

Scalability Issues

Sentiment score
7.6
BMC Helix ITSM is highly scalable, supporting large enterprises, though it requires substantial infrastructure, with positive growth adaptability.
Sentiment score
7.4
ServiceNow scales effectively, accommodating larger user bases, though cost and performance issues may require closer attention during implementation.
The product's scalability is adequate for us, yet its complex customization sometimes restricts extensive adaptability.
 

Stability Issues

Sentiment score
7.3
BMC Helix ITSM is stable overall, with minor issues, improving over time; proper configuration enhances reliability.
Sentiment score
7.7
ServiceNow is highly stable and reliable, with minimal downtime and excellent performance, despite occasional minor issues.
 

Room For Improvement

BMC Helix ITSM needs a streamlined interface, enhanced integration, better support, and improved AI, automation, and customization.
ServiceNow faces challenges with high costs, complex usability, limited support, and needs improvements in flexibility, integration, and documentation.
BMC Helix ITSM is difficult for us to customize, and most customizations require vendor support, which leads to extra costs.
 

Setup Cost

BMC Helix ITSM is costly, yet justified by robust features, requiring strategic license management and negotiation for effective cost control.
ServiceNow's pricing is high, often per-user, with variable costs needing negotiation for better transparency and flexibility.
The pricing of BMC Helix ITSM and its implementation costs are quite high, including subscription and maintenance costs per year.
 

Valuable Features

BMC Helix ITSM excels in automation, integration, and customization, enhancing workflow management with user-friendly and scalable features.
ServiceNow provides flexible, customizable IT solutions with integration capabilities and intuitive design, enhancing workflows and departmental collaboration.
These features are crucial as we complete the implementation and maintain data accuracy in the CMDB.
 

Categories and Ranking

BMC Helix ITSM
Ranking in Help Desk Software
4th
Ranking in IT Service Management (ITSM)
4th
Average Rating
8.0
Reviews Sentiment
6.7
Number of Reviews
77
Ranking in other categories
No ranking in other categories
ServiceNow
Ranking in Help Desk Software
1st
Ranking in IT Service Management (ITSM)
1st
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
214
Ranking in other categories
IT Asset Management (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)
 

Mindshare comparison

As of December 2024, in the IT Service Management (ITSM) category, the mindshare of BMC Helix ITSM is 13.3%, up from 12.7% compared to the previous year. The mindshare of ServiceNow is 26.0%, down from 27.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Q&A Highlights

Miriam Tover - PeerSpot reviewer
Jul 02, 2020
 

Featured Reviews

RajkumarK - PeerSpot reviewer
The leading service management platform for delivering intelligent, user-centric experiences
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.
Fabio QUINTANILHA - PeerSpot reviewer
A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs
As much as possible, we use the out-of-the-box features. We do very few customizations. We follow the schedule to refresh the versions when they come up. As an end-user, I am not happy with the scalability. We have to wait a long time to buy more capacity. It is not an issue with the tool. Our team must manage it better. ServiceNow is a powerful tool. As long as we have enough users, it works. Overall, I rate the tool an eight out of ten.
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Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
824,067 professionals have used our research since 2012.
 

Answers from the Community

Miriam Tover - PeerSpot reviewer
Jul 2, 2020
Jul 2, 2020
I agree with above analysis, But both tools fit the profile of a big Lego box, a toolbox where you can do almost everything with it but seldom need it. You need for both a lot of technical background to use it properly and the cost are for both on the top of market. you should ask yourself do I need this Best-of-suit approach from both vendors or do I look for better tools for part of the suit...
2 out of 8 answers
it_user917112 - PeerSpot reviewer
Feb 12, 2019
Team, Please find the attached comparison sheet. Rgds, Pavan Kumar iValue InfoSolutions Pvt. Ltd. m: +91 9008097032 e: pavan.kumar@ivalue.co.in w: www.ivalue.co.in Leaders in optimizing, protecting and transforming “DIGITAL ASSETS" of organizations with leading edge & proven offerings, in collaboration with trusted Partners
JS
Feb 12, 2019
BMC Helix (Remedy) is not a new product release from BMC. This is a relaunched SaaS offering from BMC under a new Package called as Helix previously known as RemedyOnDemand. Having said that, the Helix seems much more than RemedyOnDemand used to offer. With Helix, the customer has the option to choose a cloud - BMC Cloud, AWS and MS Azure. The core products are Remedy ITSM, Digital workplace (MyIT/SmartIT) mobile apps, BMC Discovery, BMC Business workflows (case management solution for LOB). The supported products are Remedy Single-Sign-On, BMC Client Management, and BMC Client Gateway. These are all available today On-Premise as well. The deployment technology is no longer the old method of installations and configurations on a VM. The new technology that BMC Helix brings is Containerisation. The Docker and Kubernetes container technologies help in provisioning the Helix Products within a day and thus you are ready to configure/customized to suit your business needs from day two itself. Further, Helix offers cognitive capabilities for your ITSM with solutions completely built on cloud - Chatbot and AI automation powered by IBM Watson. Innovation suite platform - a microservices based architecture and integrations through REST APIs. The innovation suite offers an integration studio with few in-built connectors as well like Jira, Service Cloud, etc. You can further build your own connectors using the integration controller within the innovation suite platform. So to summarise my view - Helix offers a lot to the customer within one single package and must be given a shot as it brings a choice of cloud, container technology and cognitive capabilities for the products which are already known and popular in the ITSM world.
 

Top Industries

By visitors reading reviews
Computer Software Company
17%
Financial Services Firm
13%
Government
8%
Manufacturing Company
8%
Educational Organization
26%
Computer Software Company
10%
Financial Services Firm
10%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

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...
What needs improvement with BMC Helix ITSM?
The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident m...
What is your primary use case for BMC Helix ITSM?
We majorly use the solution for user ticket management, incident management, and event management.
Which solution is better for developing non-ITSM applications: OutSystems or Service Now?
The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...
Would you choose ServiceNow over Microsoft PowerApps?
Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...
What do you like most about ServiceNow?
The solution has a user-friendly interface.
 

Comparisons

 

Also Known As

Remedy ITSM, Remedy, Helix Remedy
No data available
 

Learn More

 

Overview

 

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Find out what your peers are saying about BMC Helix ITSM vs. ServiceNow and other solutions. Updated: November 2024.
824,067 professionals have used our research since 2012.