Compare BMC Helix ITSM and SysAid 
At a Glance
Market Segments
Enterprise (74.7% of reviews)
Mid-Market (59.9% of reviews)
Entry-Level Pricing
No pricing available
Free Trial 1 Agent Per Year
BMC Helix ITSM
Star Rating
(291)3.7 out of 5
Market Segments
Enterprise (74.7% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about BMC Helix ITSMSysAid
Star Rating
(740)4.5 out of 5
Market Segments
Mid-Market (59.9% of reviews)
Pros & Cons
Entry-Level Pricing
Free Trial 1 Agent Per Year
Free Trial is available
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that SysAid excels in user-friendliness, with a design that is easy to navigate and understand. Users appreciate the seamless connectivity between modules, which enhances overall efficiency in managing IT tasks.
- According to verified reviews, BMC Helix ITSM is praised for its robust automation capabilities, particularly in streamlining IT operations through ITIL-aligned workflows. Users highlight how this automation significantly reduces manual effort and improves service quality.
- Users say that SysAid's ticketing automation and AI features are standout elements, allowing for quicker resolution of issues and providing performance insights that help track IT department activities effectively.
- Reviewers mention that while BMC Helix ITSM offers a powerful ticketing system, some users face challenges with configuration and setup, which can hinder the initial user experience compared to SysAid's more straightforward onboarding process.
- G2 reviewers highlight that SysAid's support quality is notably high, with users appreciating the responsive assistance they receive, which contrasts with BMC Helix ITSM, where some users feel there is room for improvement in support responsiveness.
- According to recent feedback, BMC Helix ITSM's reporting and analytics features are highly regarded, with users noting the depth of insights available, although they also express a desire for a more intuitive interface compared to SysAid's simpler design.
Pricing
Entry-Level Pricing
BMC Helix ITSM
No pricing availableSysAid
Help Desk
Free Trial
1 Agent Per Year
A comprehensive, generative AI Help Desk platform, revolutionizing IT ticket management and service delivery.
- AI Chatbot
- Asset Management
- Self-Service Portal
Free Trial
BMC Helix ITSM
No trial information availableSysAid
Free Trial is available
Ratings
Meets Requirements
8.0
245
8.9
594
Ease of Use
7.2
248
9.0
597
Ease of Setup
7.0
87
8.5
524
Ease of Admin
7.2
83
8.8
519
Quality of Support
7.5
213
9.0
585
Has the product been a good partner in doing business?
7.9
77
9.1
511
Product Direction (% positive)
6.1
244
9.1
563
Features by Category
Ticket and Case Management
Not enough data
9.0
45
Not enough data
8.7
46
Not enough data
8.5
46
Not enough data
8.2
43
Not enough data
8.3
45
Not enough data
8.4
45
Not enough data
8.6
44
Not enough data
8.2
42
Generative AI
Not enough data
7.7
37
Not enough data
7.6
37
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
8.8
44
Not enough data
9.0
42
Not enough data
8.1
42
Not enough data
6.0
38
Not enough data
5.7
39
Platform
Not enough data
6.8
46
Not enough data
8.3
46
Not enough data
8.9
48
Not enough data
8.3
46
Not enough data
8.7
45
Not enough data
8.7
45
Administration
8.8
16
|
Verified
8.8
232
|
Verified
8.6
17
|
Verified
8.7
265
|
Verified
9.3
16
|
Verified
8.8
271
|
Verified
Service Desk
9.1
20
|
Verified
9.5
291
|
Verified
9.2
19
|
Verified
9.3
280
|
Verified
9.1
18
|
Verified
8.9
256
|
Verified
Management
9.4
9
|
Verified
8.7
252
|
Verified
7.7
8
|
Verified
9.0
255
|
Verified
8.3
9
|
Verified
8.7
236
|
Verified
8.7
9
|
Verified
8.6
238
|
Verified
7.6
9
|
Verified
8.3
180
|
Verified
Functionality
9.5
10
|
Verified
9.4
267
|
Verified
8.3
9
|
Verified
8.8
222
|
Verified
9.1
9
|
Verified
8.9
229
|
Verified
8.8
10
|
Verified
8.5
220
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
7.5
6
Not enough data
8.3
5
Not enough data
8.7
5
Not enough data
Not enough data
Not enough data
Not enough data
Functionality
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Issue Resolution
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AIOps Platforms
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
9.0
406
8.6
104
8.9
418
8.3
105
9.1
426
7.9
86
8.4
388
7.9
88
8.5
375
Reporting
7.9
91
8.6
415
7.9
87
8.4
388
Feature Not Available
8.3
325
Access & Usability
6.6
55
7.4
295
7.8
85
8.8
392
7.9
77
9.0
385
7.7
62
8.6
313
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 SysAid are categorized as IT Service Management (ITSM) Tools and Service Desk
Unique Categories
BMC Helix ITSM has no unique categories
SysAid is categorized as Help Desk and AIOps Platforms
Reviews
Reviewers' Company Size
BMC Helix ITSM
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
SysAid
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
8.8%
Computer Software
6.6%
Hospital & Health Care
6.6%
Higher Education
3.7%
Other
40.7%
Information Technology and Services
14.4%
Hospital & Health Care
7.3%
Financial Services
4.6%
Banking
4.1%
Computer Software
3.1%
Other
66.6%
Alternatives
Discussions
BMC Helix ITSM has no discussions with answers
Does SysAid allow for modern authentication on monitored email?
2 Comments
Official Response from SysAid
In SysAid we have automated email integration, which is affected by Microsoft’s announcement that they’re retiring basic authentication for Office 365 email...Read more
SysAid compatibility with Exchange Server 2013 and above ?
1 Comment
BU
Yes, SysAid works with Exchange 2013 & higher.
Read more
I'm interested in how others have implemented it and uses that may be beneficial to our company.
1 Comment
BU
We have implemented this as the full cloud solution. We have an on Perm Server for Patch Management as well.
Read more
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