BMC Helix ITSM vs. Jamf Pro

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
Jamf Pro
Score 8.7 out of 10
N/A
Jamf Pro (formerly Casper Suite) is designed to automate device management for users while driving end-user productivity and creativity. According to the vendor, it is the EMM tool that delights IT pros and the users they support by delivering on the promise of unified endpoint management for Apple devices.N/A
Pricing
BMC Helix ITSMJamf Pro
Editions & Modules
BMC Helix ITSM
Contact Sales
No answers on this topic
Offerings
Pricing Offerings
BMC Helix ITSMJamf Pro
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details$3.33 per month per iOS device $6.25 per month per Mac Education and volume discounts available. Onboarding 3-Day for Mac + iOS: $7,500 2-Day for Mac only: $6,000 4hr Remote for iOS only: $750 Billed Annually
More Pricing Information
Community Pulse
BMC Helix ITSMJamf Pro
Features
BMC Helix ITSMJamf Pro
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
Jamf Pro
-
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
Jamf Pro
-
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
Jamf Pro
-
Ratings
Change requests repository8.997 Ratings00 Ratings
Change calendar8.592 Ratings00 Ratings
Service-level management8.793 Ratings00 Ratings
Best Alternatives
BMC Helix ITSMJamf Pro
Small Businesses
Agiloft Service Desk (discontinued)
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Score 9.0 out of 10
NinjaOne
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Score 9.1 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Cisco Meraki SM
Cisco Meraki SM
Score 9.8 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.2 out of 10
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Cisco Meraki SM
Score 9.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix ITSMJamf Pro
Likelihood to Recommend
9.0
(110 ratings)
10.0
(184 ratings)
Likelihood to Renew
8.5
(9 ratings)
10.0
(9 ratings)
Usability
8.7
(61 ratings)
8.0
(15 ratings)
Availability
-
(0 ratings)
9.1
(2 ratings)
Performance
-
(0 ratings)
9.1
(2 ratings)
Support Rating
3.0
(10 ratings)
8.0
(53 ratings)
In-Person Training
-
(0 ratings)
9.1
(2 ratings)
Online Training
6.0
(1 ratings)
9.1
(1 ratings)
Implementation Rating
6.6
(2 ratings)
8.0
(6 ratings)
Configurability
5.0
(1 ratings)
9.1
(2 ratings)
Ease of integration
-
(0 ratings)
9.1
(2 ratings)
Product Scalability
8.0
(1 ratings)
9.1
(2 ratings)
Vendor post-sale
7.0
(1 ratings)
9.1
(2 ratings)
Vendor pre-sale
8.0
(1 ratings)
9.1
(2 ratings)
User Testimonials
BMC Helix ITSMJamf Pro
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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Jamf Software, LLC
Well suited for any organization that wants to manage apple products. It's extremely easy to integrate and has many connectors for existing enterprise infrastructure applications. Certificate management is a breeze. Not so suited for smaller businesses that only have 10-20 devices. Jamf has another product called JAMF Now that would suffice for those areas.
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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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Jamf Software, LLC
  • Jamf Pro's Self Service is a great mechanism for making software available to end uses as they need it.
  • Jamf Pro is also great for creating plans called PreStage Enrollments that allow for computers to skip many of the setup screens, as well as automating account creation.
  • Jamf Pro in combination with Apple Automated Device Enrollment (formerly DEP) allows for devices to supervised and managed, this combination allows for locking, remote wipe of devices, and finding locations of devices when put into lost mode.
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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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Jamf Software, LLC
  • Training options are terrific, but costly.
  • Finding what you need in Jamf Pro can be tough at times. The interface is not what I would call friendly.
  • You'll need static credentials for Jamf Pro. They don't integrate with the Jamf Account, and it doesn't offer 2FA. SSO is an option, but it's not simple to set up.
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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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Jamf Software, LLC
We stepped away and are looking at different products that integrate with our entire fleet MDM solution rather than focusing specifically on Apple products. An all in one solution fits our needs better and is more cost-effective in the long run. Jamf Pro needs to improve some features and support but overall its a good product.
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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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Jamf Software, LLC
Jamf Pro has done pretty much anything we've needed with little setup headache. If we hit a wall, the Jamf user community and tech support departments both are more than willing to help solve problems. Tech support is excellent, but the surprising thing is the user base is by far the biggest resource. Jamf users love to help each other, by directly chatting about issues, posting best practices, or just posting info on the forums.
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Reliability and Availability
BMC Helix
for now we are satisfied. first two months 😉
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Jamf Software, LLC
No answers on this topic
Performance
BMC Helix
could be faster. db is slower from introducing postgresql
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Jamf Software, LLC
No answers on this topic
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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Jamf Software, LLC
Jamf Support is very responsive and usually assists in any challenge we are tackling. They are also very transparent when they are allowed to be. I personally love our Jamf Pro support rep and don't fear messaging their support team.
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In-Person Training
BMC Helix
No answers on this topic
Jamf Software, LLC
They made me more comfortable using the product.
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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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Jamf Software, LLC
The training session was beneficial because it expanded my knowledge about Jamf products and really learn what I am capable of doing with Jamf Pro in terms of managing Apple computers and devices. Immediately after the training course, I was able to implement what I learn to our cloud instance.
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Implementation Rating
BMC Helix
Satisfied because I didn't have to do it!
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Jamf Software, LLC
Migration from an existing MDM requires device wipe and reenroll for full supervision of the device. It's somewhat painful. User enrollment makes things easier, but you miss out on full management.
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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
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Jamf Software, LLC
Even thought we are using this solutions for different purposes (macOS device management VS mobile device management), I think at the end Jamf Pro is more focused or aimed for macOS management, and mobile device management is just a good addition to that. Same I can tell about Ivanty, is more about iOS/Android management rather than macOS
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Contract Terms and Pricing Model
BMC Helix
unclear. lot of for less
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Jamf Software, LLC
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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Jamf Software, LLC
No answers on this topic
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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Jamf Software, LLC
  • Jamf Pro has allowed us to minimize the time it takes to deploy devices. We can use zero-touch deployment methodologies which allow devices to go directly to end users and allow end users to get up and running without needing IT's help.
  • We have implemented both a third-party & macOS patching service, which allows us to ensure all apps and versions of macOS are updated and secure.
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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.

Jamf Pro Screenshots

Screenshot of Jamf Pro (formerly Casper Suite) Dashboard