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BMC Helix ITSM vs Cherwell Service Management comparison

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Featured Review
Find out what your peers are saying about BMC Helix ITSM vs. Cherwell Service Management and other solutions. Updated: January 2022.
563,208 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.""Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets.""The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients.""The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer.""In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything.""It has the power to automatize several different tasks in the ITSM world.""We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us.""The digital workplace is appealing."

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"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want.""The dashboard and the reporting functionality are the solution's most valuable features.""The most valuable features are problem management and change management."

More Cherwell Service Management Pros →

Cons
"It needs to be more comfortable for the end-user.""Log in process is unnecessarily complicated.""They could be more responsive to feedback from their community board.""In the next release, I would like to see AI used for classification or categorization.""The reports need improvement, it is not a good functioning tool.""Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools.""Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features.""To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."

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"Application service mapping, GRC, SecOps, and things like that need improvement.""The stability, specifically in the on-premises deployment model, could be improved.""Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

More Cherwell Service Management Cons →

Pricing and Cost Advice
  • "If you are looking for some kind of professional services form the OEM then you would have to purchase that."
  • "It is too expensive for a small business."
  • "It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."
  • "I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
  • "BMC is a little bit cheaper than ServiceNow, but BMC doesn't have the same capabilities in its entry-level product at the moment. The basic version does not have the DWP features that most of our customers are requesting."
  • More BMC Helix ITSM Pricing and Cost Advice →

  • "For an ITIL user, the cost is probably about 50 bucks a month."
  • More Cherwell Service Management Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: 
    BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product.
    Top Answer: 
    It would be great if BMC could integrate some new solution — something like DevOps — and improve the smart reporting features. Plus, I would like to see the BMC add advanced DWP features and… more »
    Top Answer: 
    Most of our customers use ITSM for incident, problem, and change management, and BMC gives them a complete solution.
    Top Answer: 
    Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want.
    Top Answer: 
    For an ITIL user, the cost is probably about 50 bucks a month.
    Top Answer: 
    Application service mapping, GRC, SecOps, and things like that need improvement.
    Ranking
    4th
    out of 55 in Help Desk Software
    Views
    9,038
    Comparisons
    5,989
    Reviews
    11
    Average Words per Review
    482
    Rating
    7.6
    25th
    out of 55 in Help Desk Software
    Views
    1,583
    Comparisons
    1,201
    Reviews
    2
    Average Words per Review
    385
    Rating
    7.0
    Comparisons
    Also Known As
    Remedy ITSM, Remedy, Helix Remedy
    Learn More
    Overview

    BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.

    BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.

    Key Features

    Some of BMC Helix ITSM’s key features include:

    • Solves service issues in a way that makes you more efficient. BMC Helix ITSM employs advanced analytic software that searches for areas where your organization can drive efficiencies to provide the best possible service.
    • Groups issues that recur in a way that streamlines both analysis and incident management. It uses artificial intelligence to identify and solve groups of incidents in real time. The AI automates these processes, which can prove both tedious and time-consuming.
    • Securely and seamlessly provides services across multi-cloud environments with “a single pane of glass” interface. This allows you to be highly flexible. You can configure your services in a number of different ways without having to worry that your multi-cloud environment won’t be able to support your service management.
    • The ability to view all of your management data in a way that provides you with clear insights into your system’s management. BMC Helix ITSM enables you to create custom reports and dashboards. This makes it possible for you to see any and all significant trends in your operations and services data.

    Reviews from Real Users

    BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.

    A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”

    Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.”

    Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.
    Offer
    Learn more about BMC Helix ITSM
    Learn more about Cherwell Service Management
    Sample Customers
    Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
    Ausenco, Highlights for Children, B/E Aerospace
    Top Industries
    REVIEWERS
    Computer Software Company22%
    Financial Services Firm15%
    Manufacturing Company15%
    Comms Service Provider11%
    VISITORS READING REVIEWS
    Computer Software Company36%
    Comms Service Provider14%
    Government9%
    Financial Services Firm5%
    VISITORS READING REVIEWS
    Computer Software Company22%
    Comms Service Provider14%
    Government7%
    Educational Organization6%
    Company Size
    REVIEWERS
    Small Business22%
    Midsize Enterprise20%
    Large Enterprise58%
    VISITORS READING REVIEWS
    Small Business19%
    Midsize Enterprise24%
    Large Enterprise58%
    No Data Available
    Find out what your peers are saying about BMC Helix ITSM vs. Cherwell Service Management and other solutions. Updated: January 2022.
    563,208 professionals have used our research since 2012.

    BMC Helix ITSM is ranked 4th in Help Desk Software with 13 reviews while Cherwell Service Management is ranked 25th in Help Desk Software with 3 reviews. BMC Helix ITSM is rated 7.6, while Cherwell Service Management is rated 7.0. The top reviewer of BMC Helix ITSM writes "Lacking report functionality, complex to operate, but useful interactive activity logs". On the other hand, the top reviewer of Cherwell Service Management writes "A scalable solution with good discovery, integration, and orchestration features, but application service mapping, GRC, and SecOps need improvement". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, IBM Maximo and Zendesk Guide, whereas Cherwell Service Management is most compared with ServiceNow, JIRA Service Management, HEAT Service Management, Ivanti Service Desk and ManageEngine ServiceDesk Plus. See our BMC Helix ITSM vs. Cherwell Service Management report.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.