Link copied to clipboard # BMC Helix ITSM vs ServiceNow IT Service Management Comparison - What are their main differences? Share [ Export ](/compare/bmc-software-bmc-helix-itsm/servicenow-it-service-management/export.csv) BMC Helix ITSMServiceNow IT Service...[+ Add Product](#) Reviews **BMC Helix ITSM** [ 3.7/5(299) ](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews#reviews) **ServiceNow IT Service Management** [ 4.5/5(1,991) ](https://www.g2.com/products/servicenow-it-service-management/reviews#reviews) Pricing **BMC Helix ITSM** No pricing available **ServiceNow IT Service Management** No pricing available **Pricing Insights** from reviews Time to Implement **BMC Helix ITSM** 5 months Based on 10 responses **ServiceNow IT Service Management** 5 months Based on 20 responses Return on Investment **BMC Helix ITSM** 25 months Based on 7 responses **ServiceNow IT Service Management** 13 months12 months sooner Based on 18 responses Perceived Cost **BMC Helix ITSM** $$$$$ **ServiceNow IT Service Management** $$$$$ Average Discount **BMC Helix ITSM** 19%4% more **ServiceNow IT Service Management** 15% ![BMC Helix ITSM](https://images.g2crowd.com/uploads/product/hd_favicon/f8244df9cd34374cbf1e821e6c80ed9f/bmc-software-bmc-helix-itsm.svg "BMC Helix ITSM") ![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management") G2 offers free advice on this comparison. Chat with an expert How do we contact you? ![](/assets/advisor_router/text_message-df41c2977e57ce19bdccb768c56510d9fa9182b581f7903660ca57fd8634bf09.svg)Text Message ![](/assets/advisor_router/phone_call-c9171db19e0526ecaea5fcbe1122f2ba459d8ab314c830a23440e5a1a536d62f.svg)Phone Call Who do you want to talk with? ![](/assets/advisor_router/ai_agent-4d78629a3ba354fed449a65c60df3a6f2eda90fb98411b711df4b25d7be52a38.svg)AI Agent ![](/assets/advisor_router/human-26a980d7eed0089d422337af1b2588329a59f3fec5a0eff6d1b43312553d4c7b.svg)Human Pros & Cons **BMC Helix ITSM** [ Ease of Use (4) ](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews?filters%5Bsentiment_snippet%5D=2094759&qs=pros-and-cons#reviews)[ Ticket Management (3) ](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) **ServiceNow IT Service Management** [ Ease of Use (163) ](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1546751&qs=pros-and-cons#reviews)[ Incident Management (110) ](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1549440&qs=pros-and-cons#reviews)[ Learning Curve (70) ](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1548368&qs=pros-and-cons#reviews)[ Expensive (59) ](https://www.g2.com/products/servicenow-it-service-management/reviews?filters%5Bsentiment_snippet%5D=1547869&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) **ServiceNow IT Service Management** [ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_cd2b351740dc3fc7b599e9bff74168d3/accreditation-manager.png "Product Avatar Image") Accreditation Manager ](https://www.g2.com/products/accreditation-manager/reviews)[ ![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_3ecdf4b29d13e918625a439cb01a06b2/aria-aria.png "Product Avatar Image") Aria ](https://www.g2.com/products/aria-aria/reviews)[ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_504423766e296a0eeef13491cb738385/aws-cloud-development-kit-aws-cdk.png "Product Avatar Image") AWS Cloud Development Kit... ](https://www.g2.com/products/aws-cloud-development-kit-aws-cdk/reviews)[ View all ](https://www.g2.com/products/servicenow-it-service-management/integrations) Screenshots **BMC Helix ITSM** No screenshot available **ServiceNow IT Service Management** ![ServiceNow IT 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/1738738/servicenow-l1-service-desk-ai-specialist.png) Ratings Meets Requirements **BMC Helix ITSM** 8.0 8.0252 **ServiceNow IT Service Management** 8.9 8.9935 Ease of Use **BMC Helix ITSM** 7.2 7.2255 **ServiceNow IT Service Management** 8.6 8.61,450 Ease of Setup **BMC Helix ITSM** 7.1 7.195 **ServiceNow IT Service Management** 8.2 8.2788 Ease of Admin **BMC Helix ITSM** 7.2 7.284 **ServiceNow IT Service Management** 8.6 8.6347 Quality of Support **BMC Helix ITSM** 7.5 7.5221 **ServiceNow IT Service Management** 8.6 8.61,059 Has the product been a good partner in doing business? **BMC Helix ITSM** 7.9 7.978 **ServiceNow IT Service Management** 8.8 8.8342 Product Direction (% positive) **BMC Helix ITSM** 6.1 6.1251 **ServiceNow IT Service Management** 8.8 8.8931 Features IT Service Management (ITSM) Tools[Hide 81 FeaturesShow 81 Features](javascript:void(0);) 8.7 35 8.7 750 Administration Change Management 8.9 21 | Verified 9.2(won by 0.3) 351 | Verified Asset Management 8.6 20 | Verified 8.8(won by 0.2) 265 | Verified Reports & Analytics 9.1(won by 0.2) 18 | Verified 8.9 334 | Verified Service Request Management Not enough data 10.0(won by default) 13 Configuration Management Not enough data 8.3(won by default) 6 Ticket Management Not enough data 9.3(won by default) 23 Workflow Management Not enough data 8.5(won by default) 13 Problem Management Not enough data 10.0(won by default) 10 Incident Management Not enough data 9.8(won by default) 22 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 Release 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 21 | Verified 9.4(won by 0.4) 416 | Verified Incident Reports 9.2 20 | Verified 9.3(won by 0.1) 334 | Verified Process Workflow 9.0 19 | Verified 9.1(won by 0.1) 384 | Verified Customizable Reports Not enough data Not enough data Management Reporting 9.1(won by 0.2) 11 | Verified 8.9 331 | Verified Administration Console 7.6 9 | Verified 8.6(won by 1.0) 249 | Verified (There is a greater than 0.5 difference between this product's rating and its competitors) Access Management 8.5 10 | Verified 8.8(won by 0.3) 245 | Verified Asset Management 8.7 9 | Verified 8.9(won by 0.2) 245 | Verified Policy Dictation 7.6 11 | Verified 8.4(won by 0.8) 224 (There is a greater than 0.5 difference between this product's rating and its competitors) Real-Time Reporting Not enough data Not enough data Functionality Ticketing System 9.5(tied score) 13 | Verified 9.5(tied score) 436 | Verified Performance Logging 8.3 9 | Verified 8.7(won by 0.4) 229 Alerting 9.0(won by 0.3) 10 | Verified 8.7 236 | Verified Automation 8.7 14 | Verified 9.1(won by 0.4) 364 | Verified Agentic AI - IT Service Management (ITSM) Tools Autonomous Task Execution Not enough data 7.6(won by default) 56 Multi-step Planning Not enough data 7.6(won by default) 48 Cross-system Integration Not enough data 8.7(won by default) 144 Adaptive Learning Not enough data 7.5(won by default) 47 Natural Language Interaction Not enough data 7.5(won by default) 51 Proactive Assistance Not enough data 7.3(won by default) 51 Decision Making Not enough data 7.7(won by default) 52 Third-Party Integrations Not enough data 7.3(won by default) 5 Resource Allocation & Planning Not enough data Not enough data Multi-Language Not enough data Not enough data Additional Functionality Activity Dashboard Not enough data 10.0(won by default) 5 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 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 Service Desk[Hide 61 FeaturesShow 61 Features](javascript:void(0);) 7.8 115 8.5 421 Incident Management Ticket Prioritization 8.6 104 9.0(won by 0.4) 329 Ticket Notifications 8.4 105 9.1(won by 0.7) 336 (There is a greater than 0.5 difference between this product's rating and its competitors) Knowledge Base 7.8 85 8.8(won by 1.0) 322 (There is a greater than 0.5 difference between this product's rating and its competitors) Knowledge Base/Ticket Integration 7.8 87 8.8(won by 1.0) 307 (There is a greater than 0.5 difference between this product's rating and its competitors) Automate Ticket Routing Feature Not Available 9.1(won by default) 334 Real-Time Notifications Not enough data Not enough data Reporting Dashboards 7.8 93 8.8(won by 1.0) 329 (There is a greater than 0.5 difference between this product's rating and its competitors) Time Tracking 7.9 89 8.8(won by 0.9) 293 (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) 179 Activity Tracking Not enough data Not enough data Access & Usability Mobile 6.6 55 8.0(won by 1.4) 240 (There is a greater than 0.5 difference between this product's rating and its competitors) Self Service 7.7 84 8.8(won by 1.1) 307 (There is a greater than 0.5 difference between this product's rating and its competitors) Active Directory 7.9 77 8.5(won by 0.6) 263 (There is a greater than 0.5 difference between this product's rating and its competitors) Multi-Channel Access 7.7 62 8.8(won by 1.1) 167 (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 8.2(won by default) 24 Multi-step Planning Not enough data 8.2(won by default) 22 Cross-system Integration Not enough data 8.7(won by default) 33 Adaptive Learning Not enough data 8.0(won by default) 20 Natural Language Interaction Not enough data 8.4(won by default) 18 Proactive Assistance Not enough data 7.8(won by default) 20 Decision Making Not enough data 7.9(won by default) 20 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 Incident Management[Hide 58 FeaturesShow 58 Features](javascript:void(0);) Not enough data 8.3 321 Monitoring Constant Monitoring Not enough data 8.9(won by default) 227 | Verified Timely Alerts Not enough data 9.1(won by default) 245 | Verified TIcket Accuracy Not enough data 9.1(won by default) 249 | Verified AI Monitoring Not enough data 7.7(won by default) 33 Mobile Alerts Not enough data Not enough data Email Alerts Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Management Tools Ticket Assignment Not enough data 9.2(won by default) 254 | Verified Standardization Not enough data 9.1(won by default) 253 Lifecycle Visualization Not enough data 8.7(won by default) 237 | Verified Generative AI AI Text Generation Not enough data 8.3(won by default) 108 AI Text Summarization Not enough data 8.3(won by default) 126 Generative AI Not enough data Not enough data Agentic AI - Incident Management Autonomous Task Execution Not enough data 7.3(won by default) 27 Multi-step Planning Not enough data 7.4(won by default) 28 Cross-system Integration Not enough data 8.0(won by default) 34 Adaptive Learning Not enough data 7.6(won by default) 28 Natural Language Interaction Not enough data 7.8(won by default) 27 Proactive Assistance Not enough data 7.9(won by default) 30 Decision Making Not enough data 7.9(won by default) 30 Third-Party Integrations Not enough data Not enough data Multi-Language Not enough data Not enough data Additional Functionality Alerts/Notifications Not enough data Not enough data Forms Management Not enough data Not enough data Safety Incident Management Not enough data Not enough data Compliance Management Not enough data Not enough data OSHA Compliance Not enough data Not enough data Task Management Not enough data Not enough data Single Sign On Not enough data Not enough data AI Copilot Not enough data Not enough data Disaster Recovery Not enough data Not enough data Document Management Not enough data Not enough data API Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Customizable Templates Not enough data Not enough data Real-Time Reporting Not enough data Not enough data Corrective and Preventive Actions (CAPA) Not enough data Not enough data Activity Dashboard Not enough data Not enough data Issue Management Not enough data Not enough data Communications Management Not enough data Not enough data Audit Trail Not enough data Not enough data IT Incident Management Not enough data Not enough data Audit Management Not enough data Not enough data Event Logs Not enough data Not enough data Risk Analysis Not enough data Not enough data Workflow Management Not enough data Not enough data Risk Assessment Not enough data Not enough data Incident Reporting Not enough data Not enough data Self Service Portal Not enough data Not enough data Customizable Reports Not enough data Not enough data Ticket Management Not enough data Not enough data Service Level Agreement (SLA) Management Not enough data Not enough data Reminders Not enough data Not enough data On Call Scheduling Not enough data Not enough data Investigation Management Not enough data Not enough data Maintenance Scheduling Not enough data Not enough data Status Tracking Not enough data Not enough data Show 1 feature category with incomplete data Configuration Management[Hide 83 FeaturesShow 83 Features](javascript:void(0);) Not enough data Not enough data Additional Functionality Widgets Not enough data Not enough data Impact Management Not enough data Not enough data Customizable Forms Not enough data Not enough data Self Service Portal Not enough data Not enough data License Management Not enough data Not enough data Scheduled/Automated Reports Not enough data Not enough data Task Management Not enough data Not enough data Request Assignment Not enough data Not enough data Help Desk Management Not enough data Not enough data Surveys & Feedback Not enough data Not enough data SSL Security Not enough data Not enough data IT Asset Tracking Not enough data Not enough data Knowledge Base Management Not enough data Not enough data Compliance Management Not enough data Not enough data Support Ticket Management Not enough data Not enough data Single Sign On Not enough data Not enough data Data Mapping Not enough data Not enough data Client Portal Not enough data Not enough data Service Level Agreement (SLA) Management Not enough data Not enough data Activity Dashboard Not enough data Not enough data Incident Management Not enough data Not enough data Alerts/Escalation Not enough data Not enough data Prioritization Not enough data Not enough data Generative AI Not enough data Not enough data Performance Monitoring Not enough data Not enough data Email Management Not enough data Not enough data Active Directory Integration Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Collaboration Tools Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Asset Lifecycle Management Not enough data Not enough data Inventory Management Not enough data Not enough data Data Import/Export Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Drag & Drop Not enough data Not enough data Activity Tracking Not enough data Not enough data AI Copilot Not enough data Not enough data Workflow Management Not enough data Not enough data Configuration Management Not enough data Not enough data Problem Management Not enough data Not enough data Configurable Workflow Not enough data Not enough data IT Asset Management Not enough data Not enough data API Not enough data Not enough data Data Visualization Not enough data Not enough data Change Management Not enough data Not enough data Device Auto Discovery Not enough data Not enough data Customizable Reports Not enough data Not enough data Contract/License Management Not enough data Not enough data Relationship Mapping Not enough data Not enough data Customizable Fields Not enough data Not enough data Support Ticket Tracking Not enough data Not enough data Vulnerability Scanning Not enough data Not enough data Data Aggregation and Publishing Not enough data Not enough data Cost Tracking Not enough data Not enough data Template Management Not enough data Not enough data Lifecycle Management Not enough data Not enough data Historical Reporting Not enough data Not enough data Monitoring Not enough data Not enough data Configuration Automation Not enough data Not enough data Customizable Templates Not enough data Not enough data Search/Filter Not enough data Not enough data File Management Not enough data Not enough data Status Tracking Not enough data Not enough data Patch Management Not enough data Not enough data Document Management Not enough data Not enough data Real-Time Reporting Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data Version Control Not enough data Not enough data Task Progress Tracking Not enough data Not enough data IT Cost Management Not enough data Not enough data Archiving & Retention Not enough data Not enough data Scheduling Not enough data Not enough data Reporting/Analytics Not enough data Not enough data User Management Not enough data Not enough data Policy Management Not enough data Not enough data Real-Time Analytics Not enough data Not enough data Role-Based Permissions Not enough data Not enough data Rules-Based Workflow Not enough data Not enough data Audit Trail Not enough data Not enough data Business Process Automation Not enough data Not enough data Sarbanes-Oxley Compliance Not enough data Not enough data Task Scheduling 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.) 20.7% Enterprise(\> 1000 emp.) 74.3% [![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management")](https://www.g2.com/products/servicenow-it-service-management/reviews) ServiceNow IT Service Management Small-Business(50 or fewer emp.) 5.9% Mid-Market(51-1000 emp.) 21.3% Enterprise(\> 1000 emp.) 72.8% Small-Business (50 or fewer emp.) 5.0% 5.9% Mid-Market (51-1000 emp.) 20.7% 21.3% Enterprise (\> 1000 emp.) 74.3% 72.8% 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% [![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management")](https://www.g2.com/products/servicenow-it-service-management/reviews) ServiceNow IT Service Management Information Technology and Services 24.0% Hospital & Health Care 7.2% Computer Software 6.8% Financial Services 6.1% Computer & Network Security 3.5% Other 52.3% FAQs ## BMC Helix ITSM vs ServiceNow IT Service... FAQs Generated using AI Last updated: August 14, 2026 ### What is the difference between BMC Helix ITSM vs ServiceNow IT Service...? ServiceNow IT Service Management stands out for higher reviewer satisfaction, especially in ease of use and support, compared to BMC Helix ITSM. | | [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) | [ServiceNow IT Service...](https://www.g2.com/products/servicenow-it-service-management/reviews) | | --- | --- | --- | | G2 Rating (reviews) | 3.7/5 (297 reviews) | 4.5/5 (1953 reviews) | | Largest Segment | Enterprise | Enterprise | | Ease of Setup score | 7.0 | 8.2 | | Quality of Support score | 7.5 | 8.6 | | Top Reviewer-Cited Strength | Ease of Use (5 all-time mentions) | Ease of Use (168 all-time mentions) | ### How do the pricing models of BMC Helix ITSM and ServiceNow IT Service... compare? ServiceNow IT Service Management is rated higher for value, with reviewers expressing greater satisfaction with its pricing and ROI. - **BMC Helix ITSM:** In recent reviews, several reviewers note that BMC Helix ITSM is considered expensive compared to other ITSM tools, with some citing increased costs after upgrades. - **ServiceNow IT Service Management:** Reviewers highlight that ServiceNow's pricing and ROI are easier to justify due to automation and improved service quality, though some mention the license price is high for advanced modules. - **Switching reasons:** Recent reviewers mention moving to ServiceNow for better value, automation, and ease of use, despite higher upfront costs. ### What are the best alternatives to BMC Helix ITSM and ServiceNow IT Service...? The top 3 alternatives to BMC Helix ITSM and ServiceNow IT Service Management are Freshservice, Jira Service Management, and Ivanti Neurons for ITSM. | Product | G2 Rating (reviews) | Largest Segment | Pricing Insight | Top Reviewer-Cited Strength | | --- | --- | --- | --- | --- | | [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) | 3.7/5 (297 reviews) | Enterprise | Expensive compared to other ITSM tools | Ease of Use (5 all-time mentions) | | [ServiceNow IT Service...](https://www.g2.com/products/servicenow-it-service-management/reviews) | 4.5/5 (1953 reviews) | Enterprise | Pricing and ROI easier to justify, but license price can be high | Ease of Use (168 all-time mentions) | | [Freshservice](https://www.g2.com/products/freshservice/reviews) | 4.6/5 (1351 reviews) | Mid-Market | — | User-friendly interface and fast setup | | [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) | 4.3/5 (991 reviews) | Mid-Market | — | Integration with Atlassian ecosystem | ### Which IT Service Management (ITSM) Tools features should I prioritize when comparing BMC Helix ITSM and ServiceNow IT Service...? Buyers should prioritize ease of use, automation, integrations, dashboards, and reporting when comparing BMC Helix ITSM and ServiceNow IT Service Management. - **Ease of Use:** BMC Helix ITSM 7.1, ServiceNow IT Service Management 8.5; ServiceNow is cited in 168 reviews for ease of use, BMC Helix ITSM in 5. - **Automation:** ServiceNow IT Service Management offers Automate Ticket Routing, a feature not present in BMC Helix ITSM. - **Integrations:** ServiceNow IT Service Management is frequently cited for integrations, including Jira (22 all-time mentions); BMC Helix ITSM reviewers mention integration capabilities but with fewer cited third-party tools. - **Dashboards:** Both products are cited for dashboards, with BMC Helix ITSM having 1 all-time mention for dashboard customization and ServiceNow reviewers highlighting dashboard visibility and reporting. - **Reporting:** BMC Helix ITSM is cited for reporting in 1 all-time mention; ServiceNow IT Service Management reviewers frequently mention reporting and analytics as strengths. ### What are the pros and cons of BMC Helix ITSM vs ServiceNow IT Service...? ServiceNow IT Service Management's headline strength is ease of use, while BMC Helix ITSM is noted for its flexibility and automation capabilities. - **BMC Helix ITSM strengths:** Flexibility and customization, strong automation, centralized ticket management, and dashboard customization (5 all-time mentions for ease of use, 4 for ticket management). - **BMC Helix ITSM trade-offs:** Reviewers note a dated user interface, complexity in setup and customization, and higher cost compared to competitors. - **ServiceNow IT Service Management strengths:** Ease of use (168 all-time mentions), robust features (97 mentions), strong collaboration (52 mentions), automation, and broad integrations. - **ServiceNow IT Service Management trade-offs:** Reviewers mention a steep learning curve, complexity in customization, and high licensing costs for advanced modules. ### Is BMC Helix ITSM or ServiceNow IT Service... better for small businesses? Freshservice is the better fit for small businesses, as both BMC Helix ITSM and ServiceNow IT Service Management are primarily used by enterprise customers. - **BMC Helix ITSM:** Largest segment is Enterprise; reviewers describe it as powerful but complex and expensive for smaller organizations. - **ServiceNow IT Service Management:** Largest segment is Enterprise; reviewers highlight its scalability and feature set as best suited for large organizations, with high licensing costs noted as a barrier for small businesses. ### Which IT Service Management (ITSM) Tools platform has better integrations? ServiceNow IT Service Management is favored for integrations, with more frequent and diverse integration mentions in reviews. - **BMC Helix ITSM:** Reviewers mention integration with monitoring tools and Active Directory, but with fewer cited third-party integrations. - **ServiceNow IT Service Management:** Jira is cited in 22 all-time reviews as an integrated tool, and reviewers frequently highlight broad integration capabilities with other enterprise applications. ### How do BMC Helix ITSM and ServiceNow IT Service... compare on customer support? ServiceNow IT Service Management scores higher on Quality of Support by 1.1 points, indicating a material advantage over BMC Helix ITSM. - **BMC Helix ITSM:** Reviewers describe support as responsive and knowledgeable, but some note delays and the need for improvement in technical support. - **ServiceNow IT Service Management:** Reviewers consistently rate support highly, citing helpful onboarding, reliable assistance, and strong brand backing. ### Which is easier to implement, BMC Helix ITSM or ServiceNow IT Service...? ServiceNow IT Service Management is rated higher for Ease of Setup by 1.2 points, with reviewers describing a smoother implementation experience than BMC Helix ITSM. - **BMC Helix ITSM:** Reviewers frequently mention complexity in initial setup and configuration, with a learning curve and need for consultant guidance. - **ServiceNow IT Service Management:** Reviewers describe straightforward initial setup, easier onboarding, and faster time to value, though some note complexity in advanced configurations. ### Which product has better Dashboards? ServiceNow IT Service Management is favored for dashboards, with more frequent and positive reviewer mentions than BMC Helix ITSM. - **BMC Helix ITSM:** Dashboard customization is cited in 1 all-time review; reviewers note detailed reporting but mention the interface could be more modern. - **ServiceNow IT Service Management:** Dashboards are frequently highlighted in recent reviews for providing clear visibility, SLA tracking, and centralized ticket management; reviewers consistently praise dashboard usability and reporting features. Alternatives **BMC Helix ITSM 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) ![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) ![Ivanti ITSM](https://images.g2crowd.com/uploads/product/hd_favicon/acee115d49f59f727a26dd6169ca64be/ivanti-ivanti-itsm.svg "Ivanti ITSM") [ Ivanti ITSM ](/products/ivanti-ivanti-itsm/reviews) **ServiceNow IT 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) ![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) ![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)