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Compare BMC Helix ITSM and ManageEngine ServiceDesk Plus 
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At a Glance
Market Segments
Enterprise (75.2% of reviews)
Mid-Market (59.4% of reviews)
Entry-Level Pricing
No pricing available
Starts at $1195 (For 10 technicians annually)
BMC Helix ITSM
Star Rating
(287)3.7 out of 5
Market Segments
Enterprise (75.2% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about BMC Helix ITSMManageEngine ServiceDesk Plus
Star Rating
(241)4.2 out of 5
Market Segments
Mid-Market (59.4% of reviews)
Pros & Cons
Entry-Level Pricing
Starts at $1195 (For 10 technicians annually)
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that BMC Helix ITSM excels in Reports & Analytics with a score of 9.4, highlighting its robust reporting capabilities that allow for detailed insights into service performance. In contrast, ManageEngine ServiceDesk Plus, while still strong, has a lower score of 8.8, which some reviewers feel limits their ability to analyze data effectively.
- Reviewers mention that BMC Helix ITSM's Change Management feature scores 8.8, providing a comprehensive approach to managing changes within IT environments. Users on G2 note that ManageEngine ServiceDesk Plus, with a score of 8.7, offers solid change management but lacks some advanced functionalities that BMC provides.
- G2 users highlight the superior Automation capabilities of BMC Helix ITSM, scoring 9.2, which allows for efficient ticket routing and prioritization. In comparison, ManageEngine ServiceDesk Plus scores 8.4, and some users feel it could benefit from more advanced automation features.
- Reviewers say that the Self Service functionality in ManageEngine ServiceDesk Plus, scoring 8.1, is user-friendly and effective, making it easier for end-users to resolve issues independently. BMC Helix ITSM, with a score of 7.8, is seen as less intuitive in this area, according to user feedback.
- Users report that BMC Helix ITSM shines in Incident Management, particularly with its ticket accuracy scoring 9.2, which is crucial for maintaining service quality. ManageEngine ServiceDesk Plus, while still effective, scores lower at 8.5, leading some users to express concerns about ticket resolution consistency.
- Reviewers mention that the Mobile User Support in ManageEngine ServiceDesk Plus, scoring 7.0, is more accessible and easier to navigate compared to BMC Helix ITSM's score of 6.6, which some users find cumbersome for on-the-go management.
Pricing
Entry-Level Pricing
BMC Helix ITSM
No pricing availableManageEngine ServiceDesk Plus
Standard Edition help desk module
Starts at $1195
(For 10 technicians annually)
The standard edition is free of charge on both the On-Premises and cloud versions, with no restrictions on the number tickets or end users or on the amount of cloud storage supported. You can enjoy a world-class help desk experience with no restrictions!
- Self service portal
- Incident management
- Active Directory integration
Free Trial
BMC Helix ITSM
No trial information availableManageEngine ServiceDesk Plus
Free Trial is available
Ratings
Meets Requirements
8.0
243
8.6
216
Ease of Use
7.2
246
8.5
216
Ease of Setup
7.0
85
8.1
158
Ease of Admin
7.2
83
8.4
157
Quality of Support
7.5
212
8.1
201
Has the product been a good partner in doing business?
7.9
77
8.3
149
Product Direction (% positive)
6.1
242
8.2
208
Features by Category
Ticket and Case Management
Not enough data
8.5
32
Not enough data
8.7
33
Not enough data
8.6
32
Not enough data
8.9
31
Not enough data
8.4
32
Not enough data
8.5
33
Not enough data
8.6
32
Not enough data
8.1
31
Generative AI
Not enough data
6.8
13
Not enough data
6.9
13
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Not enough data
8.4
32
Not enough data
9.1
33
Not enough data
7.9
27
Not enough data
7.1
24
Not enough data
6.5
24
Platform
Not enough data
7.5
28
Not enough data
7.9
32
Not enough data
8.5
34
Not enough data
7.8
31
Not enough data
8.2
34
Not enough data
8.3
33
Administration
8.8
16
|
Verified
8.8
38
|
Verified
8.6
17
|
Verified
8.8
38
|
Verified
9.3
16
|
Verified
8.9
39
|
Verified
Service Desk
9.0
19
|
Verified
9.2
41
|
Verified
9.2
19
|
Verified
8.9
41
|
Verified
9.0
17
|
Verified
8.8
40
|
Verified
Management
9.4
9
|
Verified
8.6
37
|
Verified
7.7
8
|
Verified
8.6
35
|
Verified
8.3
9
|
Verified
8.6
35
|
Verified
8.7
9
|
Verified
8.7
36
|
Verified
7.6
9
|
Verified
8.1
34
|
Verified
Functionality
9.4
9
|
Verified
9.1
38
|
Verified
8.3
9
|
Verified
8.5
38
|
Verified
9.1
9
|
Verified
8.8
36
|
Verified
9.1
9
|
Verified
8.5
38
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
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
Monitoring
Not enough data
8.9
29
|
Verified
Not enough data
9.2
30
|
Verified
Not enough data
9.1
31
|
Verified
Not enough data
6.4
6
Management Tools
Not enough data
9.2
32
|
Verified
Not enough data
8.7
30
|
Verified
Not enough data
8.9
29
|
Verified
Generative AI
Not enough data
7.6
12
Not enough data
7.6
12
Agentic AI - Incident 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
Incident Management
Feature Not Available
8.7
93
8.6
103
8.6
95
8.3
104
8.8
99
7.9
85
7.9
91
7.9
87
8.1
89
Reporting
7.9
90
8.3
95
7.9
87
8.5
86
Feature Not Available
8.0
74
Access & Usability
6.6
55
7.2
74
7.8
85
8.1
80
7.9
77
8.6
91
7.7
62
7.9
67
Agentic AI - Service Desk
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 ManageEngine ServiceDesk Plus are categorized as IT Service Management (ITSM) Tools and Service Desk
Unique Categories
BMC Helix ITSM has no unique categories
ManageEngine ServiceDesk Plus is categorized as Incident Management and Help Desk
Reviews
Reviewers' Company Size
BMC Helix ITSM
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
ManageEngine ServiceDesk Plus
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
33.9%
Telecommunications
8.9%
Hospital & Health Care
6.6%
Computer Software
6.3%
Higher Education
3.7%
Other
40.6%
Information Technology and Services
19.1%
Financial Services
5.1%
Hospital & Health Care
4.7%
Oil & Energy
4.3%
Health, Wellness and Fitness
3.0%
Other
63.8%
Alternatives
Discussions
BMC Helix ITSM has no discussions with answers
ManageEngine ServiceDesk Plus has no discussions with answers
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