BMC Helix ITSM vs. Creatio

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix ITSM
Score 8.9 out of 10
N/A
BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations.N/A
Creatio
Score 9.1 out of 10
N/A
Creatio offers an agentic CRM and workflow platform. Its offerings include Creatio Studio, a no-code agentic platform to build applications and AI agents with natural language and visual designers, and a CRM suite with embedded AI agents across Creatio Marketing, Sales, and Service. The platform also includes industry workflows across 19 verticals and a range of marketplace add-ons. Creatio products can be purchased separately or as a unified CRM solution to…
$10,000
per year (minimum price for new users)
Pricing
BMC Helix ITSMCreatio
Editions & Modules
BMC Helix ITSM
Contact Sales
Growth
$25
per month per user
Enterprise
$55
per month per user
Unlimited
$85
per month per user
Offerings
Pricing Offerings
BMC Helix ITSMCreatio
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsCreatio Sales, Creatio Marketing, and Creatio Service are available as add-ons for $15 per month, per user. Creatio AI is included in every tier of the Creatio platform (Growth, Enterprise, and Unlimited). Creatio AI starts at $5,000 per year
More Pricing Information
Community Pulse
BMC Helix ITSMCreatio
Features
BMC Helix ITSMCreatio
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix ITSM
8.6
109 Ratings
4% above category average
Creatio
-
Ratings
Organize and prioritize service tickets9.1107 Ratings00 Ratings
Expert directory8.777 Ratings00 Ratings
Service restoration8.789 Ratings00 Ratings
Self-service tools8.696 Ratings00 Ratings
Subscription-based notifications8.178 Ratings00 Ratings
ITSM collaboration and documentation8.493 Ratings00 Ratings
ITSM reports and dashboards8.696 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix ITSM
8.3
95 Ratings
1% above category average
Creatio
-
Ratings
Configuration mangement8.691 Ratings00 Ratings
Asset management dashboard8.487 Ratings00 Ratings
Policy and contract enforcement8.070 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix ITSM
8.7
98 Ratings
1% above category average
Creatio
-
Ratings
Change requests repository8.997 Ratings00 Ratings
Change calendar8.592 Ratings00 Ratings
Service-level management8.793 Ratings00 Ratings
Low-Code Development
Comparison of Low-Code Development features of Product A and Product B
BMC Helix ITSM
-
Ratings
Creatio
8.5
37 Ratings
5% below category average
Platform Security00 Ratings8.135 Ratings
Platform User Management00 Ratings9.037 Ratings
Reusability00 Ratings9.035 Ratings
Platform Scalability00 Ratings8.136 Ratings
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BMC Helix ITSMCreatio
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User Ratings
BMC Helix ITSMCreatio
Likelihood to Recommend
9.0
(110 ratings)
8.2
(59 ratings)
Likelihood to Renew
8.5
(9 ratings)
9.9
(4 ratings)
Usability
8.7
(61 ratings)
9.0
(40 ratings)
Availability
-
(0 ratings)
9.1
(1 ratings)
Performance
-
(0 ratings)
7.3
(1 ratings)
Support Rating
3.0
(10 ratings)
10.0
(38 ratings)
Online Training
6.0
(1 ratings)
8.2
(1 ratings)
Implementation Rating
6.6
(2 ratings)
9.6
(2 ratings)
Configurability
5.0
(1 ratings)
9.1
(1 ratings)
Ease of integration
-
(0 ratings)
9.1
(1 ratings)
Product Scalability
8.0
(1 ratings)
8.2
(1 ratings)
Vendor post-sale
7.0
(1 ratings)
9.1
(1 ratings)
Vendor pre-sale
8.0
(1 ratings)
9.1
(1 ratings)
User Testimonials
BMC Helix ITSMCreatio
Likelihood to Recommend
BMC Helix
BMC Helix ITSM fits our environment particularly well, where standardized, auditable processes are already in place: Incident and Problem Management can be structured cleanly, with clear ownership, escalations, and fully traceable documentation—crucial in a highly regulated banking context. Through the customer platform/portal, users can log incidents and requests consistently, track their status transparently, and use a single central communication channel across service boundaries. This supports a service-oriented setup spanning multiple business services and locations. It becomes less suitable—or at least more effort-intensive—when core foundation data is not yet stable: an immature CMDB, insufficient ITAM data quality, and an unstructured knowledge base limit the value of automation and self-service. In addition, heterogeneous integrations and strict authorization models can increase implementation and ongoing maintenance efforts, especially when SLAs are not harmonized across different customer environments.
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Creatio
Creatio is well suited in following scenarios: Complex Business process modelling and automation, Low code No code development which is best for efficient timelines, customized reporting and dashboarding, seamless integration with other technologies. Scenarios where Creatio is less appropriate: Solutions which require high cutomizations on the frontend side as this can be done by javascript modifications but it increases the load on the page and slows it down.
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Pros
BMC Helix
  • AI drive incident correlation leading to identifying problems and major incidents quickly.
  • Digital Workplace gives end-users a modern and personalized UI to submit requests, monitor service health, and receive self-help.
  • As an enterprise ITSM, it is critical that Request, Incident, Problem, Asset, and Change Management are integrated and flow together. BMC Helix is built on this principle.
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Creatio
  • Creatio's client success team is super. The team is collaborative, solution-oriented, and client-driven. We have weekly meetings with the team. They show up prepared with solutions/ideas to business requests and they are clearly engaged.
  • Creatio's infrastructure team has been critical to our ability to execute our cloud strategy. They have worked with us to set up our testing and production environments within Azure, assisted in testing, and are responsive and flexible to our unique requirements.
  • Creatio has been very flexible to requests for customization. We have taken their low-code out-of-the-box solution and "Ringlerized" it. The benefit for us is an application that meets our niche business needs.
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Cons
BMC Helix
  • Service Level management configs can be lengthy, and when changes are needed to specific SLA, it does take a long time to configure. Templates work but only for certain things, lots of manual work is still required.
  • The Online product documentation can be confusing or in same cases not correct.
  • BMC products are sometimes expensive. When partners try to resell licenses or increase their own allotment, it becomes very expensive.
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Creatio
  • When we started using Creatio in 2022 the new user interface had just been released and did not include all the features we needed; however, we used a more classic user interface and were still satisfied with the results.
  • The ability to capture a digital signature directly within the application was missing in the base system; however, Creatio connected us with a partner that provided a solution for this specific situation.
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Likelihood to Renew
BMC Helix
It provides the tool we need and is able to be customised to meet new requirements. Cost to change in training and integrations would be considerable.
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Creatio
We have always used a CRM and Creatio has proven to be much more effective in meeting our needs than our previous provider. Its customizability will allow us to adapt this product as our business may change in the future.
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Usability
BMC Helix
Overall the product enhances the capability of incident management, problem management and change management. The AI based framework helps generated better visibility and reports. The effectiveness of enhanced service desk suuport improves end user experience as the incidents are handled well in time and aged incidents are highlighted at the right time.
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Creatio
Because it is so easy to use and navigate through - even the most technophobic people in our company are using it on a regular basis. It is easy to change around and switch through different sections and keep neat and tidy.
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Reliability and Availability
BMC Helix
for now we are satisfied. first two months 😉
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Creatio
Other than the daily maintenance window where the server may be inaccessible for a few minutes, there have been no issues with accessing our Creatio site. The daily maintenance window is outside normal business hours so it does not affect our Users - just myself when I am looking to implement changes.
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Performance
BMC Helix
could be faster. db is slower from introducing postgresql
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Creatio
Some Users have reported slow responses from the server at times which seems to be localized. Users are based across four different time zones and the issue is intermittent.
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Support Rating
BMC Helix
Their tech support is top notch. They respond and get back to us, even on lower level incidents and issues, very quickly. It is rare that we deal with a support technician who does not know what they are doing.
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Creatio
The people at the Creatio offices world wide are very friendly, patience and always happy to help. I have a huge respect for them, especially the people that were based in the Ukraine. Still in these strange times they always keep the focus on the customer, where we would have totaly understanded it if it was any different. So huge compliments to the whole team, keep up the energy and the good work
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Online Training
BMC Helix
the trainers dont have so much practical experiences. its mostly follow up and reading existing documentation withou own input. of course experiences people are on shore or have no free time. sad truth
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Creatio
Most of the roadblocks to learning were not discovered until the users were actually in the system using it on a day to day basis. Our Customer Success Manager has offered to setup additional training sessions as needed to close the gaps in our learning. Some areas which required some additional training are setting up filters, dashboards, and generating reports.
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Implementation Rating
BMC Helix
Satisfied because I didn't have to do it!
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Creatio
The project manager for our implementation was great to work with and took the time to understand our business. We felt very comfortable going into the project with a reasonable scope of work to provide us with a functional version of Creatio to meet our needs. Unfortunately, we came across multiple challenges with this partner in their deliverables and timelines. Thankfully Creatio was able to provide support resources to ensure we were able to launch. We have since changed partners for our third-party support.
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Alternatives Considered
BMC Helix
I believe Remedy's performance and market share exceeds its competitors. But it is worth mentioning that Microsoft's SCCM has excellent integration with Microsoft enterprise solutions and has is less expensive and not efficient. The IBM solution has better analytics but lacks the wide features and capabilities of Remedy. HP & CA are the real competitors for Remedy but lacks the stability, maturity, and effectiveness in Remedy
Read full review
Creatio
The user-friendliness of Creatio was a big selling point along with the low-code initiatives, both of which were important to our business. With Salesforce, unlimited wasn't really unlimited. You couldn't deploy an on-site instance and the overall cost of the system far outweighed the ROI. These are all things Creatio offers, out-of-the-box.
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Contract Terms and Pricing Model
BMC Helix
unclear. lot of for less
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Creatio
No answers on this topic
Scalability
BMC Helix
Again, always room for improvement, but a very stable product none-the-less.
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Creatio
I can see the promise of how it can be customized to other aspects of our business.
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Return on Investment
BMC Helix
  • Positive: an introduction to ITIL and viewing Asset, User Management from the perspective of ITIL, and how BMC has implemented those processes
  • Negative: The development team needs to communicate better with the sales and support side, and they need offer an open API
  • Negative: Currently the Asset Management side has little security and validation of Asset input: anyone can make API (mostly), at any item, which is a problem that I am apart of solving.
  • The UX needs updating, badly. Its quality is poor: it functions, but it is cumbersome, click-heavy and requires several hours to understand how to function with it. Also, it needs to ditch IE11 support, altogether.
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Creatio
  • We went from manually processing Work Orders into Invoices once a day - representing significant impact to turn around speeds - to submitting automatically in real time, eliminating a great deal of human transcription errors and freeing up a great deal of operations time
  • Custom Implementation automation in Creatio has eliminated 4-6 hours of configuration work per sale in comparison to our old manual methods
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ScreenShots

BMC Helix ITSM Screenshots

Screenshot of BMC Helix Multi-Cloud Broker. This is where users can deliver a secure service experience across multi-cloud environments.Screenshot of Knowledge Management, available with intelligent recommendations to help bring the right information to end-users and agents to quickly and accurately resolve issues.Screenshot of the incident and problem management interface, used to create and resolve incidents faster with intelligent, context-aware, and proactive incident matching.

Creatio Screenshots

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