# BMC Helix ITSM vs ServiceNow IT Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that ServiceNow IT Service Management excels in user satisfaction, boasting a significantly higher overall rating compared to BMC Helix ITSM. Users appreciate its ability to streamline incident, problem, change, and request management into a single control plane, making it easier to manage everything in one place.
- **According to verified reviews** , BMC Helix ITSM is praised for its flexibility and enterprise-grade functionality. Users highlight its capability to support complex IT processes effectively, which is particularly beneficial for organizations with intricate workflows.
- **Reviewers mention** that ServiceNow's implementation process is notably efficient, with many users valuing the centralized support requests feature that enhances issue resolution. This efficiency is a key factor for organizations looking to improve their IT service management.
- **Users say** that BMC Helix ITSM's bulk upload feature significantly reduces manual work during user onboarding, allowing for faster integration of various user profiles. This feature is particularly appreciated by teams managing large numbers of users.
- **G2 reviewers highlight** that while ServiceNow offers a more consistent experience, BMC Helix ITSM provides a strong reporting capability, with users noting its robust analytics features that help in tracking performance and making informed decisions.
- **According to recent feedback** , ServiceNow IT Service Management is recognized for its quality of support, with users reporting a high level of satisfaction in how issues are handled. In contrast, BMC Helix ITSM's support quality, while decent, does not reach the same level of acclaim.



| | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Star Rating** | 3.7 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 296 | 1,931 | 
| **Largest Market Segment** | Enterprise (74.7% of reviews) | Enterprise (73.1% 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)

### ServiceNow IT Service Management

Pros:
- Ease of Use (168 reviews)
- Incident Management (112 reviews)

Cons:
- Learning Curve (72 reviews)
- Expensive (60 reviews)

---
## Ratings Comparison
| Rating | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.0 (249 reviews) | 8.9 (923 reviews) | 
  | **Ease of Use** | 7.1 (252 reviews) | 8.5 (1395 reviews) | 
  | **Ease of Setup** | 7.0 (92 reviews) | 8.2 (772 reviews) | 
  | **Ease of Admin** | 7.2 (83 reviews) | 8.6 (338 reviews) | 
  | **Quality of Support** | 7.5 (218 reviews) | 8.6 (1014 reviews) | 
  | **Has the product been a good partner in doing business?** | 7.9 (77 reviews) | 8.8 (333 reviews) | 
  | **Product Direction (% positive)** | 6.1 (248 reviews) | 8.9 (923 reviews) | 

---
## Pricing

### BMC Helix ITSM

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### ServiceNow IT Service Management

#### 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 | 32 |
| **ServiceNow IT Service Management** | 8.5/10 | 691 |

#### Administration

| Feature | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Change Management** | 8.9 (19 reviews) ✓ Verified | 9.2 (337 reviews) ✓ Verified | 
| **Asset Management** | 8.6 (19 reviews) ✓ Verified | 8.8 (259 reviews) ✓ Verified | 
| **Reports & Analytics** | 9.3 (16 reviews) ✓ Verified | 8.8 (326 reviews) ✓ Verified | 

#### Service Desk

| Feature | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Help Desk** | 9.1 (22 reviews) ✓ Verified | 9.4 (408 reviews) ✓ Verified | 
| **Incident Reports** | 9.2 (20 reviews) ✓ Verified | 9.3 (326 reviews) ✓ Verified | 
| **Process Workflow** | 9.0 (19 reviews) ✓ Verified | 9.1 (377 reviews) ✓ Verified | 

#### Management

| Feature | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Reporting** | 9.5 (10 reviews) ✓ Verified | 8.9 (326 reviews) ✓ Verified | 
| **Administration Console** | 7.6 (9 reviews) ✓ Verified | 8.7 (245 reviews) ✓ Verified | 
| **Access Management** | 8.5 (10 reviews) ✓ Verified | 8.8 (243 reviews) ✓ Verified | 
| **Asset Management** | 8.7 (9 reviews) ✓ Verified | 8.9 (241 reviews) ✓ Verified | 
| **Policy Dictation** | 7.6 (11 reviews) ✓ Verified | 8.4 (221 reviews) | 

#### Functionality

| Feature | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Ticketing System** | 9.5 (14 reviews) ✓ Verified | 9.5 (422 reviews) ✓ Verified | 
| **Performance Logging** | 8.3 (9 reviews) ✓ Verified | 8.7 (229 reviews) | 
| **Alerting** | 9.1 (11 reviews) ✓ Verified | 8.7 (233 reviews) ✓ Verified | 
| **Automation** | 8.7 (14 reviews) ✓ Verified | 9.1 (351 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.5 (55 reviews) | 
| **Multi-step Planning** | Not enough data | 7.5 (47 reviews) | 
| **Cross-system Integration** | Not enough data | 8.7 (141 reviews) | 
| **Adaptive Learning** | Not enough data | 7.5 (47 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.4 (50 reviews) | 
| **Proactive Assistance** | Not enough data | 7.2 (50 reviews) | 
| **Decision Making** | Not enough data | 7.6 (51 reviews) | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **BMC Helix ITSM** | N/A | N/A |
| **ServiceNow IT Service Management** | 8.2/10 | 312 |

#### Monitoring

| Feature | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Constant Monitoring** | Not enough data | 8.9 (225 reviews) ✓ Verified | 
| **Timely Alerts** | Not enough data | 9.1 (241 reviews) ✓ Verified | 
| **TIcket Accuracy** | Not enough data | 9.1 (246 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | 7.6 (32 reviews) | 

#### Management Tools

| Feature | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Ticket Assignment** | Not enough data | 9.2 (252 reviews) ✓ Verified | 
| **Standardization** | Not enough data | 9.1 (253 reviews) | 
| **Lifecycle Visualization** | Not enough data | 8.7 (236 reviews) ✓ Verified | 

#### Generative AI

| Feature | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.3 (107 reviews) | 
| **AI Text Summarization** | Not enough data | 8.3 (123 reviews) | 

#### Agentic AI - Incident Management

| Feature | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.3 (27 reviews) | 
| **Multi-step Planning** | Not enough data | 7.4 (28 reviews) | 
| **Cross-system Integration** | Not enough data | 7.9 (34 reviews) | 
| **Adaptive Learning** | Not enough data | 7.5 (27 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.8 (27 reviews) | 
| **Proactive Assistance** | Not enough data | 7.8 (29 reviews) | 
| **Decision Making** | Not enough data | 7.8 (29 reviews) | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **BMC Helix ITSM** | 7.8/10 | 115 |
| **ServiceNow IT Service Management** | 8.5/10 | 406 |

#### Incident Management

| Feature | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Automate Ticket Routing** | Feature Not Available | 9.0 (332 reviews) | 
| **Ticket Prioritization** | 8.6 (104 reviews) | 9.0 (326 reviews) | 
| **Ticket Notifications** | 8.4 (105 reviews) | 9.1 (333 reviews) | 
| **Knowledge Base** | 7.8 (85 reviews) | 8.8 (320 reviews) | 
| **Knowledge Base/Ticket Integration** | 7.8 (87 reviews) | 8.8 (305 reviews) | 

#### Reporting

| Feature | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Dashboards** | 7.8 (93 reviews) | 8.8 (329 reviews) | 
| **Time Tracking** | 7.9 (89 reviews) | 8.8 (290 reviews) | 
| **Surveys** | Feature Not Available | 8.5 (178 reviews) | 

#### Access & Usability

| Feature | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Mobile** | 6.6 (55 reviews) | 8.0 (240 reviews) | 
| **Self Service** | 7.7 (84 reviews) | 8.8 (304 reviews) | 
| **Active Directory** | 7.9 (77 reviews) | 8.5 (263 reviews) | 
| **Multi-Channel Access** | 7.7 (62 reviews) | 8.8 (167 reviews) | 

#### Agentic AI - Service Desk

| Feature | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.1 (23 reviews) | 
| **Multi-step Planning** | Not enough data | 8.1 (21 reviews) | 
| **Cross-system Integration** | Not enough data | 8.7 (34 reviews) | 
| **Adaptive Learning** | Not enough data | 7.9 (19 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.4 (19 reviews) | 
| **Proactive Assistance** | Not enough data | 7.8 (20 reviews) | 
| **Decision Making** | Not enough data | 7.9 (20 reviews) | 

---
## Categories
**Shared Categories (2):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Service Desk Software](https://www.g2.com/categories/service-desk)


**Unique to ServiceNow IT Service Management (2):** [Incident Management Software](https://www.g2.com/categories/incident-management), [Configuration Management Tools](https://www.g2.com/categories/configuration-management)


---
## Reviewer Demographics

### By Company Size

| Segment | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Small-Business** | 4.3% | 5.8% | 
| **Mid-Market** | 20.9% | 21.1% | 
| **Enterprise** | 74.7% | 73.1% | 

### By Industry

#### BMC Helix ITSM

- **Information Technology and Services:** 34.3%
- **Telecommunications:** 8.7%
- **Hospital & Health Care:** 6.9%
- **Computer Software:** 6.1%
- **Higher Education:** 3.6%
- **Government Administration:** 2.9%
- **Education Management:** 2.2%
- **Banking:** 2.2%
- **Retail:** 2.2%
- **Insurance:** 2.2%
- **Other:** 28.9%

#### ServiceNow IT Service Management

- **Information Technology and Services:** 24.3%
- **Hospital & Health Care:** 7.4%
- **Computer Software:** 6.7%
- **Financial Services:** 5.7%
- **Insurance:** 3.5%
- **Computer & Network Security:** 3.5%
- **Higher Education:** 3.2%
- **Banking:** 2.9%
- **Manufacturing:** 2.4%
- **Consulting:** 2.3%
- **Other:** 38.0%

---
## Alternatives

### Alternatives to BMC Helix ITSM

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1344 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (286 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 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)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)

### Alternatives to ServiceNow IT Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1344 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4992 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (286 reviews)
- [IFS assyst](https://www.g2.com/products/ifs-assyst/reviews) — 3.5/5 stars (14 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.2/5 stars (628 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)

---
## Top Discussions

### BMC Helix ITSM

No discussions available for this product.

### ServiceNow IT Service Management

- Title: [What is ServiceNow IT Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-it-service-management-used-for) — 3 comments
  > **Top comment:** "ServiceNow IT Service Management (ITSM) is a cloud-based platform designed to streamline and automate IT service delivery and support within organizations...."
- Title: [What is ServiceNow software used for?](https://www.g2.com/discussions/what-is-servicenow-software-used-for) — 2 comments
  > **Top comment:** "Industries used in 
Healthcare
Financial services
Government
Manufacturing
Telecommunications
Education

Platform can also be used for..."
- Title: [What is the ServiceNow now platform?](https://www.g2.com/discussions/what-is-the-servicenow-now-platform) — 2 comments
  > **Top comment:** "Service now platform is a crm tool and rh tickets tool used for multiple tasks, use to create incidents of the issue relate to any software or tool employees..."
- Title: [What features of ITIL are utilized by the ServiceNow platform?](https://www.g2.com/discussions/what-features-of-itil-are-utilized-by-the-servicenow-platform) — 1 comment
  > **Top comment:** "Following are some of the advantages of using ServiceNow ITIL:

It allows us to develop an evident capability model that coordinates with enterprise..."
- Title: [What are the features of service management?](https://www.g2.com/discussions/what-are-the-features-of-service-management) — 1 comment
  > **Top comment:** "full life cycle for any ITIL process which is clearly defined in service now."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/bmc-software-bmc-helix-itsm-vs-servicenow-it-service-management)