Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix ITSM
Score 7.1 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
Freshservice
Score 8.7 out of 10
N/A
Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.
$19
Per Month Per User
Pricing
BMC Helix ITSMFreshservice
Editions & Modules
No answers on this topic
Starter
$19.00
Per Month Per User
Growth
$49.00
Per Month Per User
Pro
$95.00
Per Month Per User
Enterprise
$119
Offerings
Pricing Offerings
BMC Helix ITSMFreshservice
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
BMC Helix ITSMFreshservice
Considered Both Products
BMC Helix ITSM
Chose BMC Helix ITSM
BMC Helix ITSM (Remedy) is a powerful service management platform available in the marketplace providing the best possible services on management. Integration of BMC
Chose BMC Helix ITSM
I find JIRA smarter and easier to configure but sometimes can get difficult to use for analytics and also requires a lot of smart configuration and knowledge of tweaks!
Chose BMC Helix ITSM
If you are unable to use a cloud solution, the BMC Remedy IT Service Management Suite is the best option on the market.
Freshservice
Chose Freshservice
It is always better than Remedy tool and also cheaper
Chose Freshservice
For our use much better. So much cheaper and simple to setup, up and running is days not months# being able to configure in house is a massive advantage for us and SO MUCH CHEAPER..
Chose Freshservice
We went with Freshservice against Jira for cost efficiency. Freshservice was cost-effective for the same set of features that the Jira cloud offered. We wanted a tool to manage our patch testing test cases more easily without purchasing an additional plug-in as Jira and Fresh …
Chose Freshservice
Well not so great and hence we replaced it with CA service desk.
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
BMC Helix ITSMFreshservice
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix ITSM
9.9
46 Ratings
19% above category average
Freshservice
8.3
112 Ratings
1% above category average
Organize and prioritize service tickets9.945 Ratings9.0112 Ratings
Expert directory10.032 Ratings7.778 Ratings
Service restoration9.940 Ratings7.063 Ratings
Self-service tools10.044 Ratings8.4102 Ratings
Subscription-based notifications9.935 Ratings8.681 Ratings
ITSM collaboration and documentation10.044 Ratings8.793 Ratings
ITSM reports and dashboards9.944 Ratings8.397 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix ITSM
10.0
42 Ratings
19% above category average
Freshservice
7.7
90 Ratings
7% below category average
Configuration mangement10.039 Ratings8.483 Ratings
Asset management dashboard10.039 Ratings8.088 Ratings
Policy and contract enforcement9.932 Ratings6.662 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix ITSM
10.0
43 Ratings
17% above category average
Freshservice
8.2
84 Ratings
3% below category average
Change requests repository10.043 Ratings8.578 Ratings
Change calendar10.040 Ratings8.064 Ratings
Service-level management9.942 Ratings8.278 Ratings
Best Alternatives
BMC Helix ITSMFreshservice
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.4 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix ITSMFreshservice
Likelihood to Recommend
9.0
(51 ratings)
9.0
(113 ratings)
Likelihood to Renew
9.0
(6 ratings)
9.1
(2 ratings)
Usability
6.5
(3 ratings)
9.1
(6 ratings)
Support Rating
8.1
(9 ratings)
8.5
(77 ratings)
Implementation Rating
6.6
(2 ratings)
9.1
(2 ratings)
Configurability
5.0
(1 ratings)
-
(0 ratings)
Ease of integration
-
(0 ratings)
7.3
(1 ratings)
Product Scalability
8.0
(1 ratings)
-
(0 ratings)
Vendor post-sale
7.0
(1 ratings)
-
(0 ratings)
Vendor pre-sale
8.0
(1 ratings)
-
(0 ratings)
User Testimonials
BMC Helix ITSMFreshservice
Likelihood to Recommend
BMC Software Inc.
Large complex organisation, with complex technology that needs to manage Technology Services. It is very flexible and able to manage a large complex environment but the knowledge required to set this up correctly (foundation data and configuration) is the key factor for success. It can integrate with many other systems and tools and integrate data from many sources - whether that be AWS cloud, or an on premises bespoke system. I would not recommend for a Small Organisation without the resources to set up and maintain the underlying foundation data and configuration.
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Freshworks Inc
Freshservice is a complete ITSM solution. I have used some others over the years and moved away from them to Freshservice. I have implemented Freshservice in 2 new roles over the years, and everyone has loved it. The functionality that it incorporates, enabling IT teams to become ITIL compliant is truly useful. Compared to 5 other ITSM tools that I have used over the last 10 years, Freshservice is far better.
Read full review
Pros
BMC Software Inc.
  • Integration with monitoring software like SolarWinds. where Remedy can transform notifications to work orders and assign to respective teams.
  • Detailed Customization capability to fit the exact needs of the organization.
  • Change management calendar, which integrates change orders from all organization departments and facilitates the scheduling process of project managers.
  • It can be offered as a cloud-based service, where you don't need to worry about server maintenance or database backup.
Read full review
Freshworks Inc
  • Workflow automation
  • Knowledge base articles for users and agents
  • easy to add categories & sub category and make them compulsory so that ticket cannot be closed without filling the information
  • it works with email address very simple to create different department and queues
Read full review
Cons
BMC Software Inc.
  • The interface (ironically). My company has made an attempt to replace the "classic" Remedy interface with some more functional, modern, but Remedy set to a particular look and feel (and consequently, functionality)
  • The API is hidden from the user: There exists an API for Remedy, that would make my job TONS easier, as I like to perform actions on Remedy in bulk (and therefore - programmatically). Exposing a user API is very much mainstream these days, so Remedy relying on its interface to perform ITIL is very limiting
  • By extension- the result of Remedy's interface is that it becomes very "click-happy": little buttons, and links stuffed into every corner of the screen, with options API logically together. API is old, but it still feels very rushed.
  • The primary tool for most of my ITIL operations is: searching. API of searching goes into finding assets, checking in equipment, finding users, tickets, etc. What Remedy could very much benefit from a "Google" -like interface
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Freshworks Inc
  • Change Management - Current system is geared towards full software or system change management. It would be great to have a simple Yes/No approval without having to utilize their workflow tools.
  • Data selection filters - Overall, their data filters are very good, but it would be useful to have "Last Week" and "Last Month" in the date selectors.
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Likelihood to Renew
BMC Software Inc.
We have been customers of BMC for well over 7 years now and our corporation is tightly integrated with BMC and multiple solutions they offer us.
Read full review
Freshworks Inc
It's overall value in our organization is extremely high and it has become an essential part of our business.
Read full review
Usability
BMC Software Inc.
At least Remedy is all contained in a single platform, so the interface is consistent. Also, the most heavily performed functions are generally usable. However, to use some of the more advanced modules can be a bit more cumbersome (such as Change Management and CMDB (Not Including ADDM)). So, overall BMC Remedy ITSM is better than some applications like CA SDM or HP SM, but not quite on par with ServiceNow.
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Freshworks Inc
On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets.
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Support Rating
BMC Software Inc.
The support is good in overall resolving the issues and even in the deployment phase. We are able to use it in production without any trained in-house engineer as the support team gets the job done. We can say that experts completed the deployment for us, and now it is functional.
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Freshworks Inc
I contacted support once and the person handling the request was very helpful. The staff is very competent. In my opinion communication could be improved as the level of spoken English is very high. I was unable to understand some words, in fact two people participated in the second meeting.
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Implementation Rating
BMC Software Inc.
Satisfied because I didn't have to do it!
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Freshworks Inc
think of what you want to do with FreshService : a clean start or a migration. Migration can be done with csv files, it's easy to do but you need to test it first.
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Alternatives Considered
BMC Software Inc.
The decision to select BMC Remedy was made prior to my employment. We did conduct an RFC process for a new ITSM platform and BMC was considered but not selected. We looked at several platforms and ended up choosing Ivanti Service Desk (previously LANDESK) due to the features, ease of customization and price.
Read full review
Freshworks Inc
I've used monday.com for ticketing, but Freshservice is made for it and the asset management feature adds value. NinjaOne's ticketing is not built out so we only use it for its RMM features. Atera has a nice ticketing platform and looks similar to Freshservice but they do not have an onboarding feature and other integrations that Freshservice has
Read full review
Scalability
BMC Software Inc.
Again, always room for improvement, but a very stable product none-the-less.
Read full review
Freshworks Inc
No answers on this topic
Return on Investment
BMC Software Inc.
  • When I was in Management discussion calls, and all the team is happy while using BMC Remedy so I don't find any specific negative impact on our organization.
  • I really enjoy Smart IT as the tool of choice for our incident management team.
  • Visibility of tickets is key. All support staff users can see tickets in consoles they have access to.
Read full review
Freshworks Inc
  • Freshservice has allowed our organization to better track the amount of tickets that come in for a particular individual. This allows us to better support a user that is having multiple of the same issue over an extended period.
  • The communication to the user has greatly increased due to the automated messages that Freshservice has built in.
Read full review
ScreenShots

Freshservice Screenshots

Screenshot of Android App SupportScreenshot of Asset ManagementScreenshot of Project ManagementScreenshot of Asset ManagementScreenshot of Change ManagementScreenshot of Project Management