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Compare BMC Helix ITSM and ServiceNow IT Service Management 
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At a Glance
Market Segments
Enterprise (75.5% of reviews)
Enterprise (74.0% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
BMC Helix ITSM
Star Rating
(287)3.7 out of 5
Market Segments
Enterprise (75.5% of reviews)
Entry-Level Pricing
No pricing available
Learn more about BMC Helix ITSMServiceNow IT Service Management
Star Rating
(1,198)4.4 out of 5
Market Segments
Enterprise (74.0% of reviews)
Entry-Level Pricing
No pricing available
Learn more about ServiceNow IT Service ManagementSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that BMC Helix ITSM excels in its Reports & Analytics feature, scoring 9.4, which reviewers mention provides comprehensive insights and customizable dashboards, making it easier to track performance metrics.
- Reviewers mention that ServiceNow IT Service Management shines in Ease of Use with a score of 8.4, highlighting its intuitive interface that simplifies navigation and reduces the learning curve for new users.
- G2 users indicate that BMC Helix ITSM has a strong performance in Change Management with a score of 8.8, where users appreciate its structured approach to managing changes and minimizing disruptions.
- Users on G2 report that ServiceNow's Incident Management features, particularly Ticket Prioritization and Ticket Notifications, score higher at 9.0 and 9.1 respectively, which reviewers say enhances responsiveness and improves service delivery.
- Reviewers mention that BMC Helix ITSM's Mobile functionality scores lower at 6.6, with users expressing a desire for a more robust mobile experience compared to ServiceNow's 8.1 rating, which is praised for its seamless mobile access.
- Users say that ServiceNow's Quality of Support is rated at 8.5, with many reviewers highlighting the responsiveness and helpfulness of the support team, contrasting with BMC Helix ITSM's score of 7.5, where users report slower response times.
Pricing
Entry-Level Pricing
BMC Helix ITSM
No pricing availableServiceNow IT Service Management
No pricing availableFree Trial
BMC Helix ITSM
No trial information availableServiceNow IT Service Management
No trial information availableRatings
Meets Requirements
8.0
242
8.9
769
Ease of Use
7.2
245
8.5
988
Ease of Setup
6.9
84
8.1
549
Ease of Admin
7.1
82
8.6
296
Quality of Support
7.5
211
8.5
697
Has the product been a good partner in doing business?
7.9
76
8.8
292
Product Direction (% positive)
6.1
241
8.8
747
Features by Category
Administration
8.8
15
|
Verified
9.0
230
|
Verified
8.8
16
|
Verified
8.7
220
|
Verified
9.4
15
|
Verified
8.8
231
|
Verified
Service Desk
9.2
18
|
Verified
9.1
239
|
Verified
9.3
18
|
Verified
9.2
240
|
Verified
9.1
16
|
Verified
9.0
231
|
Verified
Management
9.4
8
|
Verified
8.9
221
|
Verified
7.9
7
|
Verified
8.9
210
|
Verified
8.5
8
|
Verified
8.8
212
|
Verified
8.8
8
|
Verified
8.8
207
|
Verified
7.7
8
|
Verified
8.5
196
Functionality
9.8
8
|
Verified
9.3
227
|
Verified
8.5
8
|
Verified
8.8
217
9.2
8
|
Verified
8.7
217
|
Verified
9.2
8
|
Verified
8.9
216
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
7.3
41
Not enough data
7.5
40
Not enough data
7.6
41
Not enough data
7.4
40
Not enough data
7.4
40
Not enough data
7.0
40
Not enough data
7.4
41
Monitoring
Not enough data
8.9
220
|
Verified
Not enough data
9.1
229
|
Verified
Not enough data
9.1
232
|
Verified
Not enough data
7.5
29
Management Tools
Not enough data
9.2
232
|
Verified
Not enough data
9.0
226
Not enough data
8.7
217
|
Verified
Generative AI
Not enough data
8.3
104
Not enough data
8.3
119
Agentic AI - Incident Management
Not enough data
7.1
25
Not enough data
7.1
25
Not enough data
7.5
25
Not enough data
7.2
24
Not enough data
7.6
24
Not enough data
7.4
24
Not enough data
7.5
25
Incident Management
Feature Not Available
9.0
300
8.6
102
8.9
299
8.3
103
9.1
305
7.9
84
8.7
294
7.9
86
8.7
287
Reporting
7.9
89
8.7
298
7.9
86
8.7
276
Feature Not Available
8.5
171
Access & Usability
6.6
54
8.0
233
7.8
84
8.7
286
7.9
76
8.5
254
7.7
61
8.8
163
Agentic AI - Service Desk
Not enough data
7.5
17
Not enough data
7.7
17
Not enough data
8.2
17
Not enough data
7.7
17
Not enough data
8.3
17
Not enough data
7.4
17
Not enough data
7.5
17
Categories
Categories
Shared Categories
BMC Helix ITSM and ServiceNow IT Service Management are categorized as IT Service Management (ITSM) Tools and Service Desk
Unique Categories
BMC Helix ITSM has no unique categories
ServiceNow IT Service Management is categorized as Incident Management and Configuration Management
Reviews
Reviewers' Company Size
BMC Helix ITSM
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
ServiceNow IT Service Management
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
33.7%
Telecommunications
8.9%
Hospital & Health Care
6.7%
Computer Software
6.3%
Higher Education
3.7%
Other
40.7%
Information Technology and Services
27.0%
Computer Software
7.4%
Hospital & Health Care
7.2%
Financial Services
5.4%
Computer & Network Security
3.6%
Other
49.5%
Alternatives
Discussions
BMC Helix ITSM has no discussions with answers
What is the ServiceNow now platform?
2 Comments
SC
ServiceNow is a cloud-based platform that provides a wide range of IT service management (ITSM) and business process automation (BPA) solutions. The...Read more
What is ServiceNow IT Service Management used for?
2 Comments
RS
ServiceNow IT Service Management (ITSM) is a cloud-based platform designed to streamline and automate IT service delivery and support within organizations....Read more
Asset Tracking
1 Comment
RK
There are 2 ways to do this:
Buying subscription for ServiceNow Discovery and setting up the environment for setup as per schema as well as maintaining the...Read more
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