Link copied to clipboard

# BMC Helix ITSM vs InvGate Service Management Comparison - What are their main differences?

Share
[
Export
](/compare/bmc-software-bmc-helix-itsm/invgate-service-management/export.csv)

BMC Helix ITSMInvGate Service Management[+ Add Product](#)

Pricing

**BMC Helix ITSM**
No pricing available

**InvGate Service Management**
Free Trial

No pricing available

**Pricing Insights**
from reviews

Time to Implement

**BMC Helix ITSM**
5 months

Based on 10 responses

**InvGate Service Management**
1 monthFaster

Based on 6 responses

Return on Investment

**BMC Helix ITSM**
25 months

Based on 7 responses

**InvGate Service Management**
Not enough reviews yet

Perceived Cost

**BMC Helix ITSM**
$$$$$

**InvGate Service Management**
$$$$$

Average Discount

**BMC Helix ITSM**
19%

**InvGate Service Management**
Not enough reviews yet

 ![BMC Helix ITSM](https://images.g2crowd.com/uploads/product/hd_favicon/f8244df9cd34374cbf1e821e6c80ed9f/bmc-software-bmc-helix-itsm.svg "BMC Helix ITSM")

 ![InvGate Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_bda5058c8e07093e5e8d405cbd4e2c1c/invgate-service-management.png "InvGate Service Management")

G2 offers free advice on this comparison.

Chat with an expert

How would you like to receive Software Advice?

 ![](/assets/advisor_router/laptop_form-f1a7012279826105416befde8d882ffc7589b1f9db09c93a1379d601cafe8e0d.svg)

FormAnswer questions at your own pace, no call required.

 ![](/assets/advisor_router/ai_agent-4d78629a3ba354fed449a65c60df3a6f2eda90fb98411b711df4b25d7be52a38.svg)

AI AgentChat live and get a recommendation in minutes.

 ![](/assets/advisor_router/phone_call_picker-c48821ec36f4182d8ee3e54cfbd3937500eec54d7b7e0cfb80dc80a8a733842f.svg)

Phone CallTalk it through live with a software advisor.

**Pros & Cons**
from reviews

**BMC Helix ITSM**
[
Ease of Use (5)
](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews?filters%5Bsentiment_snippet%5D=2094759&qs=pros-and-cons#reviews)[
Ticket Management (4)
](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews?filters%5Bsentiment_snippet%5D=1341017&qs=pros-and-cons#reviews)[
Bugs (1)
](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews?filters%5Bsentiment_snippet%5D=2499007&qs=pros-and-cons#reviews)[
Complexity (1)
](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews?filters%5Bsentiment_snippet%5D=2499008&qs=pros-and-cons#reviews)

**InvGate Service Management**
[
Ease of Use (2)
](https://www.g2.com/products/invgate-service-management/reviews?filters%5Bsentiment_snippet%5D=1568571&qs=pros-and-cons#reviews)[
Features (2)
](https://www.g2.com/products/invgate-service-management/reviews?filters%5Bsentiment_snippet%5D=1568531&qs=pros-and-cons#reviews)[
Complexity (1)
](https://www.g2.com/products/invgate-service-management/reviews?filters%5Bsentiment_snippet%5D=1568464&qs=pros-and-cons#reviews)[
Complex Setup (1)
](https://www.g2.com/products/invgate-service-management/reviews?filters%5Bsentiment_snippet%5D=1568623&qs=pros-and-cons#reviews)

Integrations

**BMC Helix ITSM**
[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_aa32fa23598dc6c153bb17435c1c1d13/activedirectory-domain-controller-for-windows-2016.png "Product Avatar Image")

ActiveDirectory Domain...

](https://www.g2.com/products/activedirectory-domain-controller-for-windows-2016/reviews)[

 ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_793034d14bb0f3fa12d97cf3cc0032c4/jira.jpg "Product Avatar Image")

Jira

](https://www.g2.com/products/jira/reviews)[
View all
](https://www.g2.com/products/bmc-software-bmc-helix-itsm/integrations)

**InvGate Service Management**
Not enough data

Screenshots

**BMC Helix ITSM**
No screenshot available

**InvGate Service Management**
 ![InvGate Service Management screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/1210269/SD-Tickets-Agent.png)

**Ratings**
from reviews

Meets Requirements

**BMC Helix ITSM**

8.0

8.0252

**InvGate Service Management**

8.9

8.917

Ease of Use

**BMC Helix ITSM**

7.2

7.2255

**InvGate Service Management**

9.1

9.117

Ease of Setup

**BMC Helix ITSM**

7.1

7.195

**InvGate Service Management**

9.0

9.015

Ease of Admin

**BMC Helix ITSM**

7.2

7.284

**InvGate Service Management**

9.4

9.413

Quality of Support

**BMC Helix ITSM**

7.5

7.5221

**InvGate Service Management**

8.7

8.717

Has the product been a good partner in doing business?

**BMC Helix ITSM**

7.9

7.978

**InvGate Service Management**

9.1

9.113

Product Direction (% positive)

**BMC Helix ITSM**

6.1

6.1251

**InvGate Service Management**

9.3

9.316

**Features**
ratings from reviews

Service Desk[Hide 61 FeaturesShow 61 Features](javascript:void(0);)

7.8

115

9.2

13

Incident Management

Ticket Prioritization

8.6

104

9.4(won by 0.8)

11

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Ticket Notifications

8.4

105

9.5(won by 1.1)

11

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Knowledge Base

7.8

85

8.9(won by 1.1)

11

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Knowledge Base/Ticket Integration

7.8

87

9.1(won by 1.3)

11

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Automate Ticket Routing

Feature Not Available

8.9(won by default)

11

Real-Time Notifications

Not enough data

Not enough data

Reporting

Dashboards

7.8

93

9.4(won by 1.6)

11

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Time Tracking

7.9

89

9.1(won by 1.2)

11

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Surveys

Feature Not Available

8.5(won by default)

8

Activity Tracking

Not enough data

Not enough data

Access & Usability

Mobile

6.6

55

8.8(won by 2.2)

10

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Self Service

7.7

84

9.5(won by 1.8)

11

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Active Directory

7.9

77

9.4(won by 1.5)

11

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Multi-Channel Access

7.7

62

9.4(won by 1.7)

8

 (There is a greater than 0.5 difference between this product's rating and its competitors)

Mobile Access

Not enough data

Not enough data

Agentic AI - Service Desk

Autonomous Task Execution

Not enough data

Feature Not Available

Multi-step Planning

Not enough data

Feature Not Available

Cross-system Integration

Not enough data

Not enough data

Adaptive Learning

Not enough data

Not enough data

Natural Language Interaction

Not enough data

Not enough data

Proactive Assistance

Not enough data

Not enough data

Decision Making

Not enough data

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Additional Functionality

Project Management

Not enough data

Not enough data

Procurement Management

Not enough data

Not enough data

CMDB

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

IT Risk Management

Not enough data

Not enough data

Service Catalog

Not enough data

Not enough data

Inventory Management

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Chat/Messaging

Not enough data

Not enough data

Change Management

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Email Templates

Not enough data

Not enough data

Benchmarking

Not enough data

Not enough data

Localization Automation

Not enough data

Not enough data

Real-Time Reporting

Not enough data

Not enough data

Customer Support

Not enough data

Not enough data

Scheduled/Automated Reports

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Release & Deployment

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

Contract/License Management

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Problem Management

Not enough data

Not enough data

Analytics

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Configuration Management

Not enough data

Not enough data

API

Not enough data

Not enough data

IT Asset Management

Not enough data

Not enough data

Remote Access/Control

Not enough data

Not enough data

Live Chat

Not enough data

Not enough data

Customizable Reports

Not enough data

Not enough data

Incident Management

Not enough data

Not enough data

Asset Lifecycle Management

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Customizable Branding

Not enough data

Not enough data

IT Service Management (ITSM) Tools[Hide 81 FeaturesShow 81 Features](javascript:void(0);)

8.7

35

Not enough data

Administration

Change Management

8.9(won by default)

21

|

Verified

Not enough data

Asset Management

8.6(won by default)

20

|

Verified

Not enough data

Reports & Analytics

9.1(won by default)

18

|

Verified

Not enough data

IT Asset Management

Not enough data

Not enough data

Knowledge Management

Not enough data

Not enough data

Project Management

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Task Management

Not enough data

Not enough data

Service Request Management

Not enough data

Not enough data

Release Management

Not enough data

Not enough data

Configuration Management

Not enough data

Not enough data

Ticket Management

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Problem Management

Not enough data

Not enough data

Incident Management

Not enough data

Not enough data

Contract/License Management

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Knowledge Base Management

Not enough data

Not enough data

Capacity Management

Not enough data

Not enough data

Availability Management

Not enough data

Not enough data

Inventory Management

Not enough data

Not enough data

Service Desk

Help Desk

9.0(won by default)

21

|

Verified

Not enough data

Incident Reports

9.2(won by default)

20

|

Verified

Not enough data

Process Workflow

9.0(won by default)

19

|

Verified

Not enough data

Customizable Reports

Not enough data

Not enough data

Management

Reporting

9.1(won by default)

11

|

Verified

Not enough data

Administration Console

7.6(won by default)

9

|

Verified

Not enough data

Asset Management

8.7(won by default)

9

|

Verified

Not enough data

Policy Dictation

7.6(won by default)

11

|

Verified

Not enough data

Access Management

8.5(won by default)

10

|

Verified

Not enough data

Real-Time Reporting

Not enough data

Not enough data

Functionality

Ticketing System

9.5(won by default)

13

|

Verified

Not enough data

Performance Logging

8.3(won by default)

9

|

Verified

Not enough data

Alerting

9.0(won by default)

10

|

Verified

Not enough data

Automation

8.7(won by default)

14

|

Verified

Not enough data

Agentic AI - IT Service Management (ITSM) Tools

Autonomous Task Execution

Not enough data

Feature Not Available

Multi-step Planning

Not enough data

Feature Not Available

Cross-system Integration

Not enough data

Not enough data

Adaptive Learning

Not enough data

Not enough data

Natural Language Interaction

Not enough data

Not enough data

Proactive Assistance

Not enough data

Not enough data

Decision Making

Not enough data

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Resource Allocation & Planning

Not enough data

Not enough data

Multi-Language

Not enough data

Not enough data

Additional Functionality

Prioritization

Not enough data

Not enough data

Service History

Not enough data

Not enough data

Client Portal

Not enough data

Not enough data

Customizable Forms

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

API

Not enough data

Not enough data

Service Catalog

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

SSL Security

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Drag & Drop

Not enough data

Not enough data

Self Service Portal

Not enough data

Not enough data

Alerts/Notifications

Not enough data

Not enough data

Automated Responses

Not enough data

Not enough data

Customizable Branding

Not enough data

Not enough data

Customizable Templates

Not enough data

Not enough data

Support Ticket Tracking

Not enough data

Not enough data

Automated Routing

Not enough data

Not enough data

Macros/Templated Responses

Not enough data

Not enough data

Collaboration Tools

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Customizable Fields

Not enough data

Not enough data

Activity Tracking

Not enough data

Not enough data

Search

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Dashboard Creation

Not enough data

Not enough data

Remote Access & Monitoring

Not enough data

Not enough data

Asset Tracking

Not enough data

Not enough data

Chat/Messaging

Not enough data

Not enough data

Approval Process Control

Not enough data

Not enough data

Audit Trail

Not enough data

Not enough data

Show 1 feature category with incomplete data

Help Desk[Hide 74 FeaturesShow 74 Features](javascript:void(0);)

Not enough data

Not enough data

Ticket and Case Management

Ticket Creation User Experience

Not enough data

Not enough data

Workflow

Not enough data

Not enough data

Automated Response

Not enough data

Not enough data

Service Level Agreement (SLA) Management

Not enough data

Not enough data

Attachments/Screencasts

Not enough data

Not enough data

Ticket Collaboration

Not enough data

Not enough data

Customer/Contact Database

Not enough data

Not enough data

Workflow Management

Not enough data

Not enough data

Knowledge Base Management

Not enough data

Not enough data

Ticket Management

Not enough data

Not enough data

Call Center Management

Not enough data

Not enough data

Queue Management

Not enough data

Not enough data

Inbox Management

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

Ticket Response User Experience

Not enough data

Not enough data

Generative AI

AI Text Generation

Not enough data

Not enough data

AI Text Summarization

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

Agentic AI - Help Desk

Autonomous Task Execution

Not enough data

Feature Not Available

Natural Language Interaction

Not enough data

Not enough data

Proactive Assistance

Not enough data

Not enough data

Communication Channels

Customer Portal

Not enough data

Not enough data

Email to Case

Not enough data

Not enough data

Live Chat Support

Not enough data

Not enough data

Social Media Integration

Not enough data

Feature Not Available

Voice

Not enough data

Feature Not Available

Video Chat

Not enough data

Not enough data

Platform

Reporting

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Customization 

Not enough data

Not enough data

User, Role, and Access Management

Not enough data

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Mobile User Support

Not enough data

Not enough data

Mobile Access

Not enough data

Not enough data

Additional Functionality

Automated Routing

Not enough data

Not enough data

Chatbot

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Autoresponders

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

CRM

Not enough data

Not enough data

Gamification

Not enough data

Not enough data

Conversation Intelligence

Not enough data

Not enough data

Customizable Fields

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Key Performance Indicators

Not enough data

Not enough data

Collaboration Tools

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Voice Recognition

Not enough data

Not enough data

Live Chat

Not enough data

Not enough data

Task Automation

Not enough data

Not enough data

IVR

Not enough data

Not enough data

Language Detection

Not enough data

Not enough data

Multiple Data Sources

Not enough data

Not enough data

Predictive Analytics

Not enough data

Not enough data

API

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Data Security

Not enough data

Not enough data

Interaction Tracking

Not enough data

Not enough data

Prioritization

Not enough data

Not enough data

Secure Data Storage

Not enough data

Not enough data

Macros/Templated Responses

Not enough data

Not enough data

Performance Metrics

Not enough data

Not enough data

Single Sign On

Not enough data

Not enough data

Mobile App

Not enough data

Not enough data

Reporting/Analytics

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Email Templates

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

Automated Responses

Not enough data

Not enough data

Data Import/Export

Not enough data

Not enough data

Personalization

Not enough data

Not enough data

Workflow Automation

Not enough data

Not enough data

User Insights

Reviewers' Company Size

[![BMC Helix ITSM](https://images.g2crowd.com/uploads/product/hd_favicon/f8244df9cd34374cbf1e821e6c80ed9f/bmc-software-bmc-helix-itsm.svg "BMC Helix ITSM")](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews)

BMC Helix ITSM

Small-Business(50 or fewer emp.)

5.0%

Mid-Market(51-1000 emp.)

20.9%

Enterprise(\> 1000 emp.)

74.1%

[![InvGate Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_bda5058c8e07093e5e8d405cbd4e2c1c/invgate-service-management.png "InvGate Service Management")](https://www.g2.com/products/invgate-service-management/reviews)

InvGate Service Management

Small-Business(50 or fewer emp.)

61.1%

Mid-Market(51-1000 emp.)

22.2%

Enterprise(\> 1000 emp.)

16.7%

Small-Business

(50 or fewer emp.)

5.0%

61.1%

Mid-Market

(51-1000 emp.)

20.9%

22.2%

Enterprise

(\> 1000 emp.)

74.1%

16.7%

Reviewers' Industry

[![BMC Helix ITSM](https://images.g2crowd.com/uploads/product/hd_favicon/f8244df9cd34374cbf1e821e6c80ed9f/bmc-software-bmc-helix-itsm.svg "BMC Helix ITSM")](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews)
BMC Helix ITSM

Information Technology and Services

34.6%

Telecommunications

8.6%

Hospital & Health Care

6.8%

Computer Software

6.1%

Higher Education

3.6%

Other

40.4%

[![InvGate Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_bda5058c8e07093e5e8d405cbd4e2c1c/invgate-service-management.png "InvGate Service Management")](https://www.g2.com/products/invgate-service-management/reviews)
InvGate Service Management

Information Technology and Services

50.0%

Insurance

11.1%

Manufacturing

5.6%

Telecommunications

5.6%

Security and Investigations

5.6%

Other

22.2%

Alternatives

**BMC Helix ITSM Alternatives**

 ![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management")

[
ServiceNow IT Service...
](/products/servicenow-it-service-management/reviews)

 ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice")

[
Freshservice
](/products/freshservice/reviews)

 ![Jira Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management")

[
Jira Service Management
](/products/jira-service-management/reviews)

 ![SolarWinds Service Desk](https://images.g2crowd.com/uploads/product/hd_favicon/af917f02e5d5dda08cf58d16d36f6a8d/solarwinds-service-desk.svg "SolarWinds Service Desk")

[
SolarWinds Service Desk
](/products/solarwinds-service-desk/reviews)

**InvGate Service Management Alternatives**

 ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice")

[
Freshservice
](/products/freshservice/reviews)

 ![Jira Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management")

[
Jira Service Management
](/products/jira-service-management/reviews)

 ![ManageEngine ServiceDesk Plus](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_37c6d8c3327b87e6ede50091d70592c3/manageengine-servicedesk-plus.jpg "ManageEngine ServiceDesk Plus")

[
ManageEngine
](/products/manageengine-servicedesk-plus/reviews)

 ![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management")

[
ServiceNow IT Service...
](/products/servicenow-it-service-management/reviews)

## BMC Helix ITSM vs InvGate Service Management

When assessing the two solutions, reviewers found InvGate Service Management easier to use, set up, and administer. Reviewers also preferred doing business with InvGate Service Management overall.

- Reviewers felt that InvGate Service Management meets the needs of their business better than BMC Helix ITSM.
- When comparing quality of ongoing product support, reviewers felt that InvGate Service Management is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of InvGate Service Management over BMC Helix ITSM.