# BMC Helix ITSM vs ManageEngine ServiceDesk Plus MSP Comparison | | BMC Helix ITSM | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **Star Rating** | 3.7 out of 5 | 4.4 out of 5 | | **Total Reviews** | 293 | 15 | | **Largest Market Segment** | Enterprise (75.2% of reviews) | Mid-Market (53.8% of reviews) | | **Entry Level Price** | No pricing available | No pricing available | --- ## Top Pros & Cons ### BMC Helix ITSM Pros: - Ease of Use (5 reviews) - Ticket Management (4 reviews) Cons: - Bugs (1 reviews) - Complexity (1 reviews) ### ManageEngine ServiceDesk Plus MSP **Not enough data** --- ## Ratings Comparison | Rating | BMC Helix ITSM | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **Meets Requirements** | 8.0 (246 reviews) | 9.2 (10 reviews) | | **Ease of Use** | 7.1 (249 reviews) | 8.2 (10 reviews) | | **Ease of Setup** | 7.0 (89 reviews) | 7.8 (6 reviews) | | **Ease of Admin** | 7.2 (83 reviews) | 8.3 (6 reviews) | | **Quality of Support** | 7.5 (215 reviews) | 8.3 (9 reviews) | | **Has the product been a good partner in doing business?** | 7.9 (77 reviews) | 8.9 (6 reviews) | | **Product Direction (% positive)** | 6.1 (245 reviews) | 6.5 (10 reviews) | --- ## Pricing ### BMC Helix ITSM #### Entry-Level Pricing No pricing available #### Free Trial No information available ### ManageEngine ServiceDesk Plus MSP #### Entry-Level Pricing No pricing available #### Free Trial No information available --- ## Features Comparison By Category ### IT Service Management (ITSM) Tools | Product | Score | Reviews | |---|---|---| | **BMC Helix ITSM** | 8.8/10 | 29 | | **ManageEngine ServiceDesk Plus MSP** | N/A | N/A | #### Administration | Feature | BMC Helix ITSM | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **Change Management** | 8.8 (17 reviews) ✓ Verified | Not enough data | | **Asset Management** | 8.7 (18 reviews) ✓ Verified | Not enough data | | **Reports & Analytics** | 9.3 (16 reviews) ✓ Verified | Not enough data | #### Service Desk | Feature | BMC Helix ITSM | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **Help Desk** | 9.0 (21 reviews) ✓ Verified | Not enough data | | **Incident Reports** | 9.2 (20 reviews) ✓ Verified | Not enough data | | **Process Workflow** | 9.0 (17 reviews) ✓ Verified | Not enough data | #### Management | Feature | BMC Helix ITSM | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **Reporting** | 9.5 (10 reviews) ✓ Verified | Not enough data | | **Administration Console** | 7.6 (9 reviews) ✓ Verified | Not enough data | | **Access Management** | 8.5 (10 reviews) ✓ Verified | Not enough data | | **Asset Management** | 8.7 (9 reviews) ✓ Verified | Not enough data | | **Policy Dictation** | 7.6 (11 reviews) ✓ Verified | Not enough data | #### Functionality | Feature | BMC Helix ITSM | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **Ticketing System** | 9.5 (11 reviews) ✓ Verified | Not enough data | | **Performance Logging** | 8.3 (9 reviews) ✓ Verified | Not enough data | | **Alerting** | 9.0 (10 reviews) ✓ Verified | Not enough data | | **Automation** | 8.6 (11 reviews) ✓ Verified | Not enough data | #### Agentic AI - IT Service Management (ITSM) Tools | Feature | BMC Helix ITSM | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | | **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 | ### Service Desk | Product | Score | Reviews | |---|---|---| | **BMC Helix ITSM** | 7.8/10 | 115 | | **ManageEngine ServiceDesk Plus MSP** | 8.1/10 | 7 | #### Incident Management | Feature | BMC Helix ITSM | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **Automate Ticket Routing** | Feature Not Available | Not enough data | | **Ticket Prioritization** | 8.6 (104 reviews) | 9.3 (5 reviews) | | **Ticket Notifications** | 8.4 (105 reviews) | 8.9 (6 reviews) | | **Knowledge Base** | 7.8 (85 reviews) | 7.3 (5 reviews) | | **Knowledge Base/Ticket Integration** | 7.8 (87 reviews) | 6.7 (5 reviews) | #### Reporting | Feature | BMC Helix ITSM | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **Dashboards** | 7.8 (93 reviews) | 8.3 (6 reviews) | | **Time Tracking** | 7.9 (89 reviews) | 7.8 (6 reviews) | | **Surveys** | Feature Not Available | Not enough data | #### Access & Usability | Feature | BMC Helix ITSM | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **Mobile** | 6.6 (55 reviews) | Not enough data | | **Self Service** | 7.7 (84 reviews) | Not enough data | | **Active Directory** | 7.9 (77 reviews) | 8.3 (5 reviews) | | **Multi-Channel Access** | 7.7 (62 reviews) | Not enough data | #### Agentic AI - Service Desk | Feature | BMC Helix ITSM | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | | **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 | --- ## Categories **Shared Categories (1):** [Service Desk Software](https://www.g2.com/categories/service-desk) **Unique to BMC Helix ITSM (1):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) --- ## Reviewer Demographics ### By Company Size | Segment | BMC Helix ITSM | ManageEngine ServiceDesk Plus MSP | |---|---|---| | **Small-Business** | 4.4% | 15.4% | | **Mid-Market** | 20.4% | 53.8% | | **Enterprise** | 75.2% | 30.8% | ### By Industry #### BMC Helix ITSM - **Information Technology and Services:** 34.3% - **Telecommunications:** 8.8% - **Hospital & Health Care:** 6.9% - **Computer Software:** 6.2% - **Higher Education:** 3.6% - **Government Administration:** 2.9% - **Education Management:** 2.2% - **Banking:** 2.2% - **Retail:** 2.2% - **Internet:** 2.2% - **Other:** 28.5% #### ManageEngine ServiceDesk Plus MSP - **Information Technology and Services:** 23.1% - **Government Administration:** 15.4% - **Retail:** 7.7% - **Pharmaceuticals:** 7.7% - **Insurance:** 7.7% - **Higher Education:** 7.7% - **Consumer Electronics:** 7.7% - **Construction:** 7.7% - **Computer Software:** 7.7% - **Commercial Real Estate:** 7.7% --- ## Alternatives ### Alternatives to BMC Helix ITSM - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1881 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1336 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (987 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (783 reviews) - [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (270 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (749 reviews) - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews) - [EasyVista Service Manager](https://www.g2.com/products/easyvista-service-manager/reviews) — 4.0/5 stars (102 reviews) - [OpenText Service Management Automation X (SMAX)](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews) — 4.2/5 stars (72 reviews) - [CA Service Desk Manager](https://www.g2.com/products/ca-service-desk-manager/reviews) — 4.2/5 stars (20 reviews) ### Alternatives to ManageEngine ServiceDesk Plus MSP - [Autotask](https://www.g2.com/products/autotask/reviews) — 4.3/5 stars (612 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1336 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (987 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1881 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (783 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (749 reviews) - [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1201 reviews) - [LogMeIn Resolve](https://www.g2.com/products/logmein-resolve/reviews) — 4.3/5 stars (468 reviews) - [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) — 4.0/5 stars (582 reviews) - [Kaseya VSA](https://www.g2.com/products/kaseya-vsa/reviews) — 4.0/5 stars (326 reviews) --- ## Top Discussions ### BMC Helix ITSM No discussions available for this product. ### ManageEngine ServiceDesk Plus MSP No discussions available for this product. --- **Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/bmc-software-bmc-helix-itsm-vs-manageengine-servicedesk-plus-msp)