Compare BMC Helix ITSM and Freshservice 
At a Glance
Market Segments
Enterprise (74.8% of reviews)
Mid-Market (62.1% of reviews)
Entry-Level Pricing
No pricing available
$19.00
BMC Helix ITSM
Star Rating
(292)3.7 out of 5
Market Segments
Enterprise (74.8% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about BMC Helix ITSMFreshservice
Star Rating
(1,320)4.6 out of 5
Market Segments
Mid-Market (62.1% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshservice excels in user satisfaction, boasting a significantly higher overall score compared to BMC Helix ITSM. Users appreciate its intuitive interface and modern tools that streamline support management, making it a favorite for organizations looking for ease of use.
- According to verified reviews, BMC Helix ITSM is recognized for its comprehensive set of ITIL-aligned features, which help organizations manage incidents, changes, requests, and knowledge in a single solution. Users highlight its ability to cover almost everything needed for effective service delivery.
- Reviewers mention that Freshservice's implementation process is notably smooth, with many users praising its quick onboarding and setup. This ease of setup is a significant advantage for teams looking to get started without extensive training or configuration challenges.
- Users say that while BMC Helix ITSM offers robust features, it sometimes struggles with user-friendliness. Some reviewers noted that navigating the platform can be less intuitive compared to Freshservice, which may impact day-to-day usability for teams.
- Reviewers highlight Freshservice's versatility, noting its ability to support multiple departments beyond just IT. This flexibility allows organizations to consolidate various applications into one platform, enhancing efficiency and collaboration across teams.
- G2 reviewers report that BMC Helix ITSM has a strong focus on reporting and analytics, with users appreciating its detailed incident reports and performance logging capabilities. However, the overall user experience is often overshadowed by Freshservice's higher ratings in areas like support quality and ease of administration.
Pricing
Entry-Level Pricing
BMC Helix ITSM
No pricing availableFreshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
Free Trial
BMC Helix ITSM
No trial information availableFreshservice
Free Trial is available
Ratings
Meets Requirements
8.0
246
8.9
1,173
Ease of Use
7.2
249
9.2
1,178
Ease of Setup
7.0
88
8.8
962
Ease of Admin
7.2
83
9.0
959
Quality of Support
7.4
214
9.0
1,133
Has the product been a good partner in doing business?
7.9
77
9.1
934
Product Direction (% positive)
6.1
245
9.5
1,160
Features by Category
Administration
8.8
17
|
Verified
8.6
321
|
Verified
8.7
18
|
Verified
8.4
346
|
Verified
9.3
16
|
Verified
8.4
374
|
Verified
Service Desk
9.1
20
|
Verified
9.4
404
|
Verified
9.2
19
|
Verified
9.1
376
|
Verified
9.1
18
|
Verified
8.8
370
|
Verified
Management
9.4
9
|
Verified
8.5
313
|
Verified
7.7
8
|
Verified
8.9
318
|
Verified
8.3
9
|
Verified
8.8
283
|
Verified
8.7
9
|
Verified
8.5
287
|
Verified
7.6
9
|
Verified
8.1
229
|
Verified
Functionality
9.5
11
|
Verified
9.4
335
|
Verified
8.3
9
|
Verified
8.7
270
|
Verified
9.1
9
|
Verified
8.7
267
|
Verified
8.8
10
|
Verified
8.8
305
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
7.9
8
Not enough data
6.9
8
Not enough data
8.1
8
Not enough data
7.4
7
Not enough data
7.1
7
Not enough data
8.1
9
Not enough data
8.0
9
Monitoring
Not enough data
8.3
268
|
Verified
Not enough data
8.6
304
|
Verified
Not enough data
8.8
321
|
Verified
Not enough data
6.1
26
Management Tools
Not enough data
9.0
342
|
Verified
Not enough data
8.9
332
Not enough data
8.5
296
|
Verified
Generative AI
Not enough data
7.8
137
Not enough data
7.8
136
Agentic AI - Incident Management
Not enough data
5.6
6
Not enough data
5.6
6
Not enough data
5.8
6
Not enough data
7.0
5
Not enough data
6.3
5
Not enough data
7.0
5
Not enough data
7.0
5
Asset Inventory
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - IT Asset Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
7.2
76
Self-Service Experience
Not enough data
8.4
138
Not enough data
8.7
133
Not enough data
7.1
113
Not enough data
7.6
115
Not enough data
8.2
134
Self-Service Platform
Not enough data
8.5
135
Not enough data
8.7
139
Not enough data
7.1
107
Not enough data
8.1
129
Agentic AI - Customer Self-Service
Not enough data
6.0
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.0
5
Not enough data
5.3
5
Generative AI
Not enough data
7.7
70
Agentic AI - IT Alerting
Not enough data
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Incident Management
Feature Not Available
9.1
736
8.6
104
8.9
739
8.3
105
9.0
793
7.9
86
8.6
729
7.9
88
8.6
693
Reporting
7.8
92
8.6
774
7.9
87
8.2
637
Feature Not Available
8.2
616
Access & Usability
6.6
55
8.4
702
7.8
85
8.9
725
7.9
77
8.5
550
7.7
62
8.7
562
Agentic AI - Service Desk
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
6.7
8
Analysis
Not enough data
7.6
175
Platform
Not enough data
8.3
231
Not enough data
8.2
214
Not enough data
8.7
257
Not enough data
8.4
285
Not enough data
8.7
317
Security
Not enough data
7.8
180
Not enough data
7.0
109
Not enough data
7.5
168
Not enough data
8.9
285
Not enough data
8.8
288
Agentic AI - Enterprise IT Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
BMC Helix ITSM and Freshservice are categorized as IT Service Management (ITSM) Tools and Service Desk
Unique Categories
BMC Helix ITSM has no unique categories
Freshservice is categorized as IT Asset Management, IT Alerting, Incident Management, Enterprise IT Management, Customer Self-Service, and Configuration Management
Reviews
Reviewers' Company Size
BMC Helix ITSM
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Freshservice
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
33.6%
Telecommunications
8.8%
Hospital & Health Care
6.9%
Computer Software
6.6%
Higher Education
3.6%
Other
40.5%
Information Technology and Services
19.6%
Computer Software
5.5%
Construction
4.5%
Education Management
3.6%
Hospital & Health Care
3.5%
Other
63.3%
Alternatives
Discussions
BMC Helix ITSM has no discussions with answers
How has your experience been with Freshservice support?
12 Comments
PB
So far, great. I've only worked with them twice, but both times the answer came back within 24 hours.Read more
What is Freshservice used for?
3 Comments
AN
We use it as a ticketing tool that helps us manage requests and assign them to specified employees for resolution. It also helps us track our service...Read more
Whats the best way to populate our inventory?
3 Comments
DO
Hello, honestly that was the only thing I had issue with Fresh Service, there are different ways to do inventory on it, but none are perfect.
Option 1 using...Read more
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