Top 10 BMC Helix Alternatives & Competitors in 2024

As an IT manager, you might seek robust solutions to handle incidents, streamline data visualization, orchestrate seamless releases, and more. BMC Helix is one such powerful IT service management solution. However, the tool has drawbacks, too, such as the interface needs to be upgraded; it's essential to consider BMC Helix alternatives that align with the diverse needs of your organization.

BMC Helix offers an ITSM platform that can detect problems and doesn't just wait for them to occur. This advanced analytics software aims to improve your organization's efficiency by finding weak spots and suggesting ways to fix them.

Moreover, BMC Helix ITSM has a self-service solution that connects with social media and provides live and virtual chats to help your customers with their queries and assist in resolving them. Further, this software tracks changes in IT configurations and recognizes change impacts.

The software also helps create data visualizations, broker releases, etc., in one platform, along with incident management. It enables the staff to develop an automated workflow for managing, creating approval, and implementing multiple change requests.

Also, it enables your IT team to automate template generation, assets, and suggestions for knowledge-based articles that help resolve particular requests and issues. As a result, this platform can handle even your organization's most complex management needs.

But before discussing the various BMC Helix alternatives, let's know more about it.

Key Features of BMC Helix ITSM

Mentioned below is a wide range of essential features of BMC Helix ITSM.

• Unified Service Desk: BMC Helix ITSM provides a unified service desk that consolidates all your IT service requests and incidents into a single, intuitive interface. This feature gives you a holistic view of the organization's IT landscape, facilitating quick and informed decision-making.
• Intelligent Automation: With intelligent automation, BMC Helix ITSM automates routine processes, allowing your IT team to focus on more strategic initiatives. Whether it's incident resolution, change management, or request fulfillment, the platform's business automation capabilities enhance operational efficiency and reduce the risk of human error.
• Smart Ticketing System:  BMC Helix ITSM offers a robust ticketing system that enables your team to prioritize and assign tasks seamlessly. This ensures that critical issues are addressed promptly, minimizing downtime and keeping your organization's IT infrastructure running smoothly.
• Powerful Self-Service Portal: BMC Helix ITSM's self-service capabilities allow end-users to resolve common issues independently, reducing the burden on the IT help desk. This enhances user satisfaction and frees up IT resources to focus on more complex tasks and strategic projects.
• Comprehensive Asset Management: Gain control over your IT assets with BMC Helix ITSM's comprehensive asset management feature. Track, manage, and optimize your organization's assets throughout their lifecycle. This ensures compliance with IT policies and helps make informed decisions about hardware and software investments.
• Advanced Reporting and Analytics: Make data-driven decisions with BMC Helix ITSM's advanced reporting and analytics tools. This enables proactive problem-solving, continuous improvement, and aligning IT services with business objectives.

Drawbacks of BMC Helix ITSM

BMC Helix ITSM software has certain limitations.

• The current version of BMC Helix ITSM faces a key challenge – the need for an interface upgrade. Navigating through tabs becomes a bit of a hassle, causing a noticeable slowdown in the system's responsiveness. This can be a significant concern for your team, which relies on swift and efficient task execution.
• Moreover, scalability becomes a critical factor as organizations handle increasingly extensive datasets. BMC Helix ITSM exhibits limitations in this area, potentially leading to performance issues.
• Configuring the system may demand a higher level of technical proficiency, causing delays in implementation. If your organization has limited IT resources or lacks extensive IT expertise, this might not be a suitable solution for you and your team.

In this article, let's discuss the various BMC Helix alternatives and their pros and cons based on reviews of BMC Helix alternatives.

10 BMC Helix Alternatives

When choosing a new ITSM tool, you should consider your current ITSM processes to figure out what features and functions you'll need. This will help you select an appropriate ITSM tool based on your business requirements, not just how much it costs.

To assist you in comparing different ITSM software and selecting the right one for your company, we have assembled a list of the top 10 BMC Helix alternatives currently available, along with a summary of each offer's most important features, pros, and cons.

1. Zluri

Are you tired of the hassle of manually approving apps for your team? Zluri's Employee App Store (EAS) is here to make your life easier. No more dealing with ticketing systems – Zluri's self-serve solution streamlines the process, allowing your employees to access the apps they need effortlessly.

Here's how Zluri can benefit your organization:

• Smart Automation for Quick Approvals

Zluri's automation capabilities redefine app approval processes. Customize rules based on job roles and seniority levels to set up automated workflows. This eliminates the need for time-consuming manual approvals, making the process faster and more efficient.

• Empower Your Team with Easy Tracking

With Zluri's EAS, your employees can easily find and request the apps they need. The 'changelog' feature updates them on approval status, license duration or tier changes, and admin comments. Empower your workforce to stay informed about their app access effortlessly.

• Control and Security for Your IT Team

Zluri gives control to your IT team. Decide which apps are available in your organization, adding an extra layer of security and efficiency. Designate authority for new app approvals to department heads or app owners. Collaborate seamlessly to make well-informed decisions that enhance your organization's app management.

• Monitor and Improve with Zluri Insights

Take advantage of Zluri's monitoring capabilities. Conducted timely audits and generated reports and analytics on ticket resolution rates, approval timeframes, and more. These insights help your team identify improvement areas, streamlining your IT service management process for optimal efficiency.

Discover the simplicity of app approval with Zluri – just a few clicks away! Don't miss out on the opportunity to simplify your IT management. Book a demo now and revolutionize your organization's app approval process with Zluri's EAS.

Pros

• Zluri seamlessly integrates with your IT tools and systems, including monitoring and ticketing systems, to simplify IT services management across a range of platforms and devices.
• Zluri optimizes the IT Service Management (ITSM) process, empowering IT teams to meet their service delivery goals and improve employee satisfaction by reducing wait times.
• With Zluri, IT teams have access to real-time reporting and analytics, enabling them to monitor application performance and make informed decisions based on data to elevate service delivery standards.
• Experience enhanced service quality, streamlined workflows, and increased productivity as Zluri empowers IT teams to provide services and automate essential processes. Take your IT service management to the level with Zluris capabilities.

Customer Rating

• G2: 4.8/5
• Capterra: 4.9/5

2. TOPdesk

TOPdesk, one of the notable BMC Helix alternatives, is a service management software built to improve client communication, manage complex workflows, and track an organization's assets for seamless asset lifecycle management.

The ITSM app automates processes for reporting during issue-resolving times, requests and complaints, scheduling and staff workload management, and much more.

The employees and clients can submit IT requests and problems using TOPdesk's self-service portal and the incident management module that allows the tech experts to open incident tickets, task progress, assign tasks, and notify the individual when the ticket is resolved.

The CAFM (computer-aided facility management) module in TOPdesk helps users perform facility-related tasks like submitting and processing work orders, planning and scheduling maintenance, registering properties, tracking company assets, monitoring visitors, and reservation management.

Pros

• With TOPdesk, you can seamlessly monitor and organize their SaaS tools, ensuring a streamlined workflow. This feature saves time and provides a clear overview of your software landscape, enabling better decision-making.
• TOPdesk goes beyond just tracking – it empowers you by providing a robust API that facilitates seamless integration with various tools. This eliminates the dependence on market apps and opens up a world of possibilities for customization and optimization.

Cons

• While offering valuable features, TOPdesk presents a challenge for your team in the realm of bulk ticket handling. The current state of the bulk ticket job functionality requires improvement, as it limits the actions that can be taken.

Customer Rating

• G2: 4.1 /5
• Capterra: 4.5/5

3. Jira Service Management

Jira service management, one of the prominent BMC Helix alternatives, gives your IT team the tools they need to run the organization's service processes. It will help you simplify your business and keep things running smoothly. It offers incident management, change management, problem management, and service requests. The users can raise their service desk tickets with Jira software.

The solution helps to identify the issues and find the root cause to resolve it. Jira provides complete transparency as it helps in easy collaboration throughout the company. The software enables the user to transfer issues from different apps easily. This capability helps IT support and operations to access more detailed information, allowing them to reply and resolve tickets instantly.

Jira does not include any complexities that a traditional ITSM tool comes with; hence, it is quick and easy to set up and customizable according to the needs of your organization.

Pros

• The tools offer a robust ticketing system and also provide your users with a request summary after they submit the ticket, enabling them to track their requests and stay updated

Cons

• At the initial level, the tool has a steep learning curve, requiring your team to invest more time and effort to learn and use at its full potential
• The tool is complex to configure email alerts, requiring your IT admin to configure additional resources like DNS and firewall to get email notifications and stay updated with the tickets

Customer Rating

• G2: 4.2 /5
• Capterra: 4.4/5

4. Freshservice

Freshservice, one of the notified BMC Helix alternatives, is a cloud-based ITSM solution that helps administrators manage assets, incidents, problems, changes, and releases. This makes sure that the assets are visible and known. It provides ITIL (Information Technology Infrastructure Library) to help companies to focus on the most important tasks for delivering customer satisfaction and service.

Its intuitive UI is easily customizable and configurable, meeting customer needs accurately and making a smooth customer journey. Moreover, it is easy to integrate with IT systems and other businesses. Freshservice's easy integration includes well-known cloud services like AWS, Google applications, Dropbox, and Bombar.

The solution also comes with a mobile application for iOS and Android that you can use to handle requests from afar. Freshservice also offers asset management software that helps your team keep track of the IT assets and control them. Software and hardware assets can be added, tagged, tracked, and unlinked.

Pros

• With Freshservice, your IT admin gains the upper hand in customizing workflows, ensuring seamless operations that align perfectly with your team's requirements. This adaptability enhances efficiency and fosters a dynamic work environment that evolves with your organization's ever-changing demands.
• Freshservice brings to the table is its customizable reporting capabilities. This feature streamlines the reporting process and empowers your IT team with real-time insights, enabling informed decision-making for optimal performance.

Cons

• While Freshservice is a powerful IT management platform, it's important to consider certain factors that might impact your IT team and budget. If you have a large IT team with many users and budget constraints, Freshservice may not be the most cost-effective solution, as it tends to be a slightly expensive solution.
• Furthermore, while robust, the advanced reporting and analytics capabilities offered by Freshservice can present a challenge for your IT team. The complexity of these features may require additional time and effort to understand and utilize effectively.

Customer Rating

• G2: 4.6/5
• Capterra: 4.5/5

5. SysAid

SysAid, one of the best BMC Helix alternatives, is an IT and enterprise service management solution that improves agent productivity, improves the end-user experience, and drives value across your organization. It provides 360-degree service management and includes tickets, assets, patches, and related items linked to other systems in the organization.

Some of its essential features are a help desk automation platform, asset management, patch management, network monitoring, reporting, performance analysis, and dashboards that you can customize. Further, the solution can also be set up on a company's own servers.

The software provides tools for managing incidents, problems, changes, service level goals, and knowledge about how to solve problems. It also offers a self-service portal, the ability to reset a password, and the ability to automate service desk processes. Moreover, it has features like managing mobile devices, handling patches, monitoring hardware and networks, and finding networks.

Pros

• The tool offers your IT team a dashboard that allows them to see the complete summary of all the open tickets. This helps them analyze and prioritize the tickets based on the urgency of the user
• The solution empowers your IT team to integrate the organization's IT assets with the IT support ticketing system, making it easy to streamline the apps' requests and other IT assets-related issues

Cons

• If your team is using Mac and thinking of considering SysAid, then it may not be a suitable option, as the setup process for Mac systems is time-consuming. As a result, it requires you to invest more time in setting up and delaying the ticket resolution process
• Your IT team can have a difficult time using SysAid, as it makes it difficult to navigate multiple tickets at the same time, restricting your team's view to multiple tickets at once and analyzing them

Customer Rating

• G2: 4.5 /5
• Capterra: 4.5/5

6. SolarWinds Service Desk

SolarWinds Service Desk, which used to be called the Samanage service platform, is a help desk for your IT team or any other department that is based in the cloud. It allows organizations around the world to give their employees better service. SolarWinds is ready for ITIL and has incident, problem, change, and release management features.

Being one of the best BMC Helix competitors, the tool facilitates continual process improvement. It increases productivity by providing clear insight into the status of services sought and delivered across a business. SolarWinds Service Desk enables enterprises to provide qualitative services to their employees, which is required to accomplish their jobs.

The fully integrated service desk and asset management solution uses a SaaS/multi-tenant platform, which lets internal service providers streamline process improvement and increase productivity.

Pros

• SolarWinds Service Desk simplifies the management of service requests for IT-related issues and various departments like HR or finance. This unified platform ensures a seamless flow of requests across the organization, enabling efficient and centralized handling.
• The platform provides the ability to integrate with different departments. Whether handling IT tasks or collaborating with HR or finance, SolarWinds Service Desk fosters smooth communication and cooperation among teams, promoting a holistic approach to service management.

Cons

• The initial cost of acquiring the software and the resources needed for implementation and maintenance might pose challenges if your organization has a limited budget.
• Implementing and maintaining the SolarWinds Service Desk may require substantial time and resources. This aspect could impact you by demanding considerable manpower and time, potentially diverting resources from other critical tasks.

Customer Rating

• G2: 4.5 /5
• Capterra: 4.6/5

7. Spiceworks

Spiceworks, a notified alternative to BMC Helix, is a cloud-based task management platform. It is also a free help desk and network monitoring tool built especially for systems admins and IT experts.

The software helps manage tickets raised by clients, provides client support through multi-channel, and tracks agents' performance. Support agents can closely watch over every IT incident and track sudden changes happening in the network.

Users can submit tickets, check their progress, and look at helpful resources from the knowledge base through the self-service portal. With Spiceworks, business units can also make a central knowledge base where users can locate answers to questions that come up often.

Spiceworks has a set of free tools for managing IT networks and submitting tickets for help desk support. The inventory management system gives complete information about each device for managing assets. It gives information about IT that has been seen, which can be used to track problems and watch how well servers are doing.

Pros

• Spiceworks provides a game-changing advantage by empowering users to generate tickets through email effortlessly. This functionality introduces a new level of flexibility, allowing your team to raise tickets based on their unique needs without being confined to the constraints of logging into the tool.

Cons

• One drawback that can impact your team is the time-consuming nature of the initial configuration. This diversion can hinder your team's ability to focus on pressing issues and may potentially lead to delays in regular IT operations.
• If your organization deals with a substantial volume of tickets, Spiceworks may present a challenge inefficient ticket management. The tool may encounter limitations when handling a high influx of tickets, impacting the overall effectiveness of your IT operations.

Customer Rating

• G2: 4.3 /5
• Capterra: 4.4/5

8. BOSSDesk

BOSSDesk, a notified BMC Helix competitor, is a service desk/help desk and IT service management solution that is based on ITIL. It can be used both in the cloud and on-premise. It has a service catalog and an affordable ITSM solution with many features.

Major features include advanced incident, problem, and change management with help/service desk functionality. Also, it provides full asset management and a service catalog that lets users create custom forms and make it easy to enter, track, and, if necessary, approve service requests. In addition, there are a lot of standard reports and charts that can be used for reporting and making strategic decisions.

Further, dashboards can be changed to meet your needs. Finally, your team can process service requests efficiently with the help of BOSSDesk.

Pros

• BOSSDesk empowers you with the ability to access tickets and inventory from any location and device. This accessibility is not only convenient but also contributes to smoother workflow management.
• BOSSDesk provides a powerful capability to keep your technicians in the loop by updating them with ticket assignments or any changes while they are on-site. This real-time communication ensures that your team is equipped with the latest information, enhancing their effectiveness and overall service delivery.
• BOSSDesk enables your support team to reciprocate by updating service tickets directly from the field. This two-way communication expedites the reporting process and ensures that the information is as current as possible.  

Cons

• While BOSSDesk is a robust solution, one area that may impact your team is the absence of a dedicated training and tutorial section for technicians. Your team may face difficulties in efficiently discovering and understanding new features, potentially leading to underutilization of the product's full potential.

Customer Rating

• G2: 4.2 /5
• Capterra: 4.6/5

9. ServiceNow

ServiceNow, one of the prominent BMC Helix alternatives, is an IT service management application that helps you track your assets, changes, releases, incidents, IT additional costs, licensing costs, and problems. It works with many industries, such as financial services, healthcare, higher education, life sciences, and the public sector.

ServiceNow has a self-service portal that allows users to report problems, fix them, and track the performance and situation of processes. The system can also keep track of contracts, hardware, software, and virtual infrastructure inventory.

Moreover, this solution has a change calendar option, an impact calculator, and a collision detector to help you figure out the risks of changes to your IT configuration.

ServiceNow's incident management capabilities allow IT teams to record incidents using a variety of channels, including the self-service portal, email, chat, and phone. Their problem management solutions can assist in investigating the underlying causes of service disruptions, the performance of trend analysis, and the provision of service configuration reviews to prevent disorders in the future.

Pros

• ServiceNow provides a structured framework that aligns with industry regulations, streamlining compliance processes. This not only simplifies the often complex task of meeting regulatory requirements but also enhances the overall efficiency of IT operations.
• ServiceNow offers a user-friendly self-service portal, a feature that directly benefits you and your teams. This saves valuable time for both IT staff and end-users and contributes to improved overall efficiency within the IT department.

Cons

• While ServiceNow offers many features, it may pose challenges if you want to customize and configure the tool to meet specific business requirements. This makes it a less straightforward task to tailor the tool to the unique needs of a particular organization.
• Navigating the customization hurdles and recognizing the tool's suitability for your organization's size and requirements becomes crucial. While ServiceNow offers extensive capabilities, its intricacies may not align seamlessly with the needs of smaller teams or organizations, requiring careful consideration before implementation.

Customer Rating

• G2: 4/5
• Capterra: 4.4/5

10. Zoho Desk

Zoho Desk, one of the prominent BMC Helix alternatives,  is a cloud-based service desk solution that streamlines and automates the process of managing service inquiries. It provides a powerful solution to improve IT service, boost productivity, and enhance team collaboration.

With Zoho Desk, your team can easily manage support tickets, track interactions, and provide top-notch service management.

It provides ticket management and workspace with a knowledge management system that allows your team to easily organize, prioritize, and assign support tickets to the appropriate team members based on the nature and urgency of the request. This helps ensure that support tickets are addressed promptly and efficiently, which can result in increased employee satisfaction.

Pros

• Zoho Desk provides an effortlessly user-friendly interface, making it easy for your team to monitor and handle tickets. This intuitive design ensures that you and your entire team can seamlessly navigate through the system, saving valuable time and streamlining the ticket management process.
• Moreover, Zoho Desk offers a powerful chat function that benefits your IT manager significantly. This robust chat feature is designed to promptly address and resolve user inquiries, ensuring your business users receive swift responses to their questions.

Cons

• If you are looking for an affordable solution, then this may not be a suitable option, as even a simple configuration, like custom ticket status, is included in a paid version

Customer Rating

• G2: 4.4/5
• Capterra: 4.5/5

Exploring alternatives to BMC Helix can be a strategic move for IT managers, like you, seeking tailored solutions that align more closely with their specific business needs. As the IT landscape continues to evolve, flexibility and scalability are paramount, and several robust options are available to meet these demands.

By considering alternative platforms, you can ensure that you are investing in a solution. This not only addresses their current challenges but also grows alongside their organization.

Whether prioritizing cost-effectiveness, seamless integrations, or innovative features, the diverse range of BMC Helix alternatives opens up opportunities for you to make informed decisions that drive efficiency and enhance your overall IT service management.

Frequently Asked Questions (FAQs)

Is BMC Helix the same as Remedy?

BMC Helix ITSM serves as a comprehensive replacement for Remedy, offering a versatile suite of IT Service Management (ITSM) tools. This robust solution not only seamlessly replaces Remedy but also boasts powerful integrations with various other BMC tools, providing a cohesive and interconnected ecosystem. Additionally, BMC Helix ITSM features built-in IT Asset Management (ITAM) capabilities, further enhancing its utility as a one-stop solution for streamlined and efficient IT service and asset management within the organization.

Is BMC Helix cloud-based?

BMC Helix Cloud Security operates seamlessly within the cloud infrastructure. This innovative solution alleviates the challenges associated with security and compliance for both cloud resources and containers. By embracing a cloud-native approach, BMC Helix Cloud Security ensures a smooth and efficient experience, mitigating concerns and providing comprehensive protection for organizations navigating the complexities of B2B SaaS cloud environment.

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