BMC Helix ITSM vs. SolarWinds Web Help Desk (WHD)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix ITSM
ScoreĀ 8.9Ā outĀ ofĀ 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
SolarWinds Web Help Desk (WHD)
ScoreĀ 8.0Ā outĀ ofĀ 10
N/A
SolarWinds Web Help Desk is ticketing and IT asset management software. It is designed to simplify help desk management. This solution includes built-in ticketing management, asset management, change management, and knowledge base capabilities.N/A
Pricing
BMC Helix ITSMSolarWinds Web Help Desk (WHD)
Editions & Modules
BMC Helix ITSM
Contact Sales
No answers on this topic
Offerings
Pricing Offerings
BMC Helix ITSMSolarWinds Web Help Desk (WHD)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Detailsā€”ā€”
More Pricing Information
Community Pulse
BMC Helix ITSMSolarWinds Web Help Desk (WHD)
Top Pros
Top Cons
Features
BMC Helix ITSMSolarWinds Web Help Desk (WHD)
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix ITSM
8.6
92 Ratings
6% above category average
SolarWinds Web Help Desk (WHD)
9.8
19 Ratings
20% above category average
Organize and prioritize service tickets9.191 Ratings9.819 Ratings
Expert directory8.762 Ratings10.013 Ratings
Service restoration8.774 Ratings00 Ratings
Self-service tools8.783 Ratings00 Ratings
Subscription-based notifications8.365 Ratings9.817 Ratings
ITSM collaboration and documentation8.381 Ratings9.014 Ratings
ITSM reports and dashboards8.482 Ratings00 Ratings
Ticket creation and submission00 Ratings9.99 Ratings
Ticket response00 Ratings9.99 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix ITSM
8.5
80 Ratings
4% above category average
SolarWinds Web Help Desk (WHD)
-
Ratings
Configuration mangement8.877 Ratings00 Ratings
Asset management dashboard8.573 Ratings00 Ratings
Policy and contract enforcement8.157 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix ITSM
8.6
84 Ratings
3% above category average
SolarWinds Web Help Desk (WHD)
-
Ratings
Change requests repository8.983 Ratings00 Ratings
Change calendar8.479 Ratings00 Ratings
Service-level management8.579 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
BMC Helix ITSM
-
Ratings
SolarWinds Web Help Desk (WHD)
9.4
8 Ratings
18% above category average
External knowledge base00 Ratings9.46 Ratings
Internal knowledge base00 Ratings9.48 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
BMC Helix ITSM
-
Ratings
SolarWinds Web Help Desk (WHD)
9.4
9 Ratings
19% above category average
Customer portal00 Ratings9.78 Ratings
Social integration00 Ratings10.04 Ratings
Email support00 Ratings9.89 Ratings
Help Desk CRM integration00 Ratings8.04 Ratings
Best Alternatives
BMC Helix ITSMSolarWinds Web Help Desk (WHD)
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
ScoreĀ 9.0Ā outĀ ofĀ 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
ScoreĀ 9.0Ā outĀ ofĀ 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
ScoreĀ 9.0Ā outĀ ofĀ 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
ScoreĀ 9.0Ā outĀ ofĀ 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
ScoreĀ 9.4Ā outĀ ofĀ 10
SysAid
SysAid
ScoreĀ 8.8Ā outĀ ofĀ 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix ITSMSolarWinds Web Help Desk (WHD)
Likelihood to Recommend
9.0
(99 ratings)
8.5
(19 ratings)
Likelihood to Renew
8.5
(8 ratings)
10.0
(4 ratings)
Usability
8.7
(50 ratings)
10.0
(3 ratings)
Support Rating
3.0
(10 ratings)
10.0
(5 ratings)
Online Training
6.0
(1 ratings)
-
(0 ratings)
Implementation Rating
6.6
(2 ratings)
10.0
(2 ratings)
Configurability
5.0
(1 ratings)
10.0
(1 ratings)
Ease of integration
-
(0 ratings)
9.0
(1 ratings)
Product Scalability
8.0
(1 ratings)
-
(0 ratings)
Vendor post-sale
7.0
(1 ratings)
9.0
(1 ratings)
Vendor pre-sale
8.0
(1 ratings)
8.0
(1 ratings)
User Testimonials
BMC Helix ITSMSolarWinds Web Help Desk (WHD)
Likelihood to Recommend
BMC Software Inc.
There are many ITSM platforms available - but only a very select few are true enterprise leaders. BMC Helix is one. When it comes to managing thousands of incidents daily, BMC Helix helps cut through the noise with incident correlation and predictive problem management.
Read full review
SolarWinds
SolarWinds WHD is well suited if you have a limited budget, as it costs less than many help desk software packages that are more full featured and modern in their design. It is not well suited to an environment where you want to manage inventory, users, purchases and tickets all in one package. It has an asset feature that we don't use but that looks quite limited. We track our assets and users separately from this.
Read full review
Pros
BMC Software Inc.
  • The Service Asset and Configuration Management capabilities of Helix ITSM are awesome. It can be used as a central repository for all SACM information and seamlessly integrated with Helix Discovery.
  • It has the most certified ITIL process modules of any ITSM system. These modules work seamlessly with each other and give you the power to manage any situation effectively.
  • As an Administrator of Helix ITSM you have many tools at your disposal to create customizations, workflows. BMC makes it easy to manage the system, leaving time to develop customizations and workflows.
Read full review
SolarWinds
  • Customized reporting allows us to track our service and support better, and find where we need improvements. This allows us to constantly upgrade our service levels and keep the customers happy.
  • Detailed tracking and response to the end users have led to quicker remediation of tickets. We are able to see where we need a better response or where to add additional resources for support.
  • Overall metrics allow us to staff properly for our tickets by location and remote users.
Read full review
Cons
BMC Software Inc.
  • Customization can be lengthy due to the numerous features included in the software.
  • New staff members require some sort of hands-on training to get to know all the use capabilities.
  • The analytics can be improved to include forecasts and trend analysis.
  • Expensive compared to competitors.
Read full review
SolarWinds
  • Because of AD integration, users sometimes try logging in with their email address and not AD credentials. The user then calls stating they can't put a ticket in, it would be nice if there was a method of matching the AD Email field with a login.
  • Setting up new techs with the building they are responsible for can be a little messy
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Likelihood to Renew
BMC Software Inc.
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.
Read full review
SolarWinds
We are definitely going to be sticking with Web Help Desk for the foreseeable future since the product is very inexpensive for the features that it provides, the integration that it has with our existing systems, and the ease for managing users, assets, locations, and tickets. Web Help Desk is a great product that is backed by even better support, which is well worth looking into if you are considering moving to a new ticketing system.
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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SolarWinds
The system has time and time again proven to be much easier to use and setup for both technicians and end users. It is simple enough to enter a ticket for end users, and even easier to communicate with logging back and forth because you can reply to the ticket emails to enter comments on the tickets. The technician side is a little clunky at first, but after looking at it for a few minutes it's very clear to see what you need to do to accomplish the goals. The mobile interface is snappy and responsive. It's a great product overall.
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Reliability and Availability
BMC Software Inc.
for now we are satisfied. first two months šŸ˜‰
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SolarWinds
No answers on this topic
Performance
BMC Software Inc.
could be faster. db is slower from introducing postgresql
Read full review
SolarWinds
No answers on this topic
Support Rating
BMC Software Inc.
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.
Read full review
SolarWinds
SolarWinds is a great customizable and affordable ticketing system. We use SolarWinds Web Help Desk for IT and Software
Development trouble ticket tracking and resolution. The reporting that
SolarWinds provides is great since it helps us discover problem areas and fix
those areas so they don't keep reoccurring
Read full review
Online Training
BMC Software Inc.
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
Read full review
SolarWinds
No answers on this topic
Implementation Rating
BMC Software Inc.
Satisfied because I didn't have to do it!
Read full review
SolarWinds
Take the time to roll out a test VM to configure and make changes to before doing a live deployment, this way you don't end up with a VM that has been tweaked and re-tweaked until it's perfect and instead end up with a final, polished product. I would also recommend taking the time to read through the support forums for figuring out minor issues that may pop up, chances are that you aren't going to be the first one to encounter them. When all is said and done, SolarWinds Support is VERY responsive and you shouldn't hesitate to contact them.
Read full review
Alternatives Considered
BMC Software Inc.
I did not select Remedy myself, so I am coming in from someone who is apart of the story, from somewhere in the midway. That being said: Remedy has begun a journey of understanding the problems associated with the implementation of ITIL, and indeed ITIL itself (it is a top-down process for management of an IT department). there are many alternatives out there. One, in particular, I am keen to investigate: Redmine. But in doing so, It will be evaluated via my experience with Remedy.
Read full review
SolarWinds
Web Help Desk is definitely lacking in the UI/UX department compared to most other ticketing systems I have used int he past. It's very utilitarian; however, what it lacks in UI it makes up for in extensibility and customization. The main issue that the developers need to address is the use of a Web Objects back-end.
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Contract Terms and Pricing Model
BMC Software Inc.
unclear. lot of for less
Read full review
SolarWinds
No answers on this topic
Scalability
BMC Software Inc.
Again, always room for improvement, but a very stable product none-the-less.
Read full review
SolarWinds
No answers on this topic
Return on Investment
BMC Software Inc.
  • The ROI was fine initially as we got what we paid for and it served its purpose
  • Over time, we got behind on releases due to limitations with customizations we made to the application. The product then became out of support and completely out of date, and we had to replace
  • Overall ROI was minimal and once the product was out of date we found more value in other tools
Read full review
SolarWinds
  • Amazing impact on our Organization, we are much more organized since we implemented SolarWinds Web Help Desk
  • The ROI is in the statistics! The application cost pennies to run compared to what the product will do for your organization.
  • I challenge you to find a better product for the price!
  • Our documentation has improved since we implemented SolarWinds Web Help Desk
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.

SolarWinds Web Help Desk (WHD) Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of