BMC Helix ITSM vs. ServiceNow IT Operations Management

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
ServiceNow IT Operations Management
Score 8.7 out of 10
N/A
Built on the Now Platform, the ServiceNow IT Operations Management bundle is designed to help users gain visibility across infrastructure and apps, maintain service health, and optimize cloud delivery and spend.N/A
Pricing
BMC Helix ITSMServiceNow IT Operations Management
Editions & Modules
BMC Helix ITSM
Contact Sales
No answers on this topic
Offerings
Pricing Offerings
BMC Helix ITSMServiceNow IT Operations Management
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
BMC Helix ITSMServiceNow IT Operations Management
Considered Both Products
BMC Helix ITSM
Chose BMC Helix ITSM
BMX Helix offered more beneficial terms of use and more options to influence the further development of the products. Also, the support offered by BMC and the opportunity to configure and decide on the usage of the features on our own helped with assessing and making final …
Chose BMC Helix ITSM
  • BMC Helix ITSM (Remedy) is so much more stable and better structured than MSP
  • MSP has slowness issues if not implemented correctly
  • BMC Helix ITSM (Remedy) has gotten better consistently with the cloud offering
ServiceNow IT Operations Management
Chose ServiceNow IT Operations Management
ServiceNow IT Operations Management is more flexible and easier to customize without altering core code. ServiceNow IT Operations Management enables more robust third-party integrations (e.g., Jira, Slack, ScienceLogic). ServiceNow IT Operations Management is easier to use and …
Chose ServiceNow IT Operations Management
BMC was our legacy system before deploying ServiceNow. It's time had passed for us as it couldn't really keep up with our move to cloud and the number of services we were using. The cost kept getting higher, especially with all of the customization we had to do. Over the …
Features
BMC Helix ITSMServiceNow IT Operations Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix ITSM
8.6
111 Ratings
4% above category average
ServiceNow IT Operations Management
-
Ratings
Organize and prioritize service tickets9.1109 Ratings00 Ratings
Expert directory8.778 Ratings00 Ratings
Service restoration8.790 Ratings00 Ratings
Self-service tools8.698 Ratings00 Ratings
Subscription-based notifications8.079 Ratings00 Ratings
ITSM collaboration and documentation8.495 Ratings00 Ratings
ITSM reports and dashboards8.698 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix ITSM
8.3
97 Ratings
0% above category average
ServiceNow IT Operations Management
-
Ratings
Configuration mangement8.693 Ratings00 Ratings
Asset management dashboard8.489 Ratings00 Ratings
Policy and contract enforcement8.072 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix ITSM
8.7
100 Ratings
1% above category average
ServiceNow IT Operations Management
-
Ratings
Change requests repository8.999 Ratings00 Ratings
Change calendar8.594 Ratings00 Ratings
Service-level management8.795 Ratings00 Ratings
AIOps Features
Comparison of AIOps Features features of Product A and Product B
BMC Helix ITSM
-
Ratings
ServiceNow IT Operations Management
8.1
4 Ratings
7% above category average
Monitoring and Alerting00 Ratings9.03 Ratings
Performance Analytics00 Ratings8.24 Ratings
Incident Management00 Ratings9.03 Ratings
Service Desk Integration00 Ratings8.54 Ratings
Root Cause Analysis00 Ratings8.54 Ratings
Capacity Planning Tool00 Ratings6.63 Ratings
Configuration and Change Management00 Ratings9.04 Ratings
Automated Remediation00 Ratings8.33 Ratings
Collaboration and Communication00 Ratings7.33 Ratings
Threat Intelligence00 Ratings7.03 Ratings
Best Alternatives
BMC Helix ITSMServiceNow IT Operations Management
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10

No answers on this topic

Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Sumo Logic
Sumo Logic
Score 8.8 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.3 out of 10
ignio AIOps
ignio AIOps
Score 8.1 out of 10
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User Ratings
BMC Helix ITSMServiceNow IT Operations Management
Likelihood to Recommend
9.0
(110 ratings)
9.2
(7 ratings)
Likelihood to Renew
8.5
(9 ratings)
-
(0 ratings)
Usability
8.7
(61 ratings)
8.9
(4 ratings)
Support Rating
3.0
(10 ratings)
-
(0 ratings)
Online Training
6.0
(1 ratings)
-
(0 ratings)
Implementation Rating
6.6
(2 ratings)
-
(0 ratings)
Configurability
5.0
(1 ratings)
-
(0 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 ITSMServiceNow IT Operations Management
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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ServiceNow
If you’re integrating with a CCaaS platform, don't just stop at "Ticket Sync." Focus on the Service Mapping. Knowing which technical components support which "Customer Journeys" is the biggest value-add you can provide to your customers' businesses. Trust me, they will know the value added.
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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.
Read full review
ServiceNow
  • In platform expertise and workflows, so we don't allows have to build everything from scratch.
  • Tight integration within ServiceNow (especially ITSM) but also brings information and data in from other sources, so I don't feel we are stuck in a proprietary hole.
  • Increased investment in AIOps and automation
  • Relatively fast time to value with out-of-the-box capabilities and automation.
Read full review
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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ServiceNow
  • With the introduction of AIOps, we hope triaging outage impact can become more proactive
  • The UI could be greatly enhanced and simplified for daily operations
  • ServiceNow API access licenses are usually very limited bottlenecking use cases to build dashboards out from it
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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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ServiceNow
No answers on this topic
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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ServiceNow
ServiceNow IT Operations Management assists your organization in actualizing proactive operations by anticipating issues before they affect users or the business, averting problems, streamlining workflows, and revolutionizing how your teams work together. ServiceNow IT Operations Management solutions offer actionable insights for your infrastructure, enabling you to utilize pre-built capabilities to accelerate value delivery and maintain 24/7 digital service operations across your entire IT environment.
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Reliability and Availability
BMC Helix
for now we are satisfied. first two months 😉
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ServiceNow
No answers on this topic
Performance
BMC Helix
could be faster. db is slower from introducing postgresql
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ServiceNow
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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ServiceNow
No answers on this topic
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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ServiceNow
No answers on this topic
Implementation Rating
BMC Helix
Satisfied because I didn't have to do it!
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ServiceNow
No answers on this topic
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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ServiceNow
ServiceNow IT Operations Management is more flexible and easier to customize without altering core code. ServiceNow IT Operations Management enables more robust third-party integrations (e.g., Jira, Slack, ScienceLogic). ServiceNow IT Operations Management is easier to use and to implement. It is cloud-based and doesn't require "on-premise" infrastructure or solution.
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Contract Terms and Pricing Model
BMC Helix
unclear. lot of for less
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ServiceNow
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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ServiceNow
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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ServiceNow
  • Saved 20% time than last year for customer issues management
  • Estimated time of resolving issue increased
  • Nearly 1000+ article got created on 1 year
Read full review
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.