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BMC Helix ITSM vs. Spiceworks Cloud Help Desk

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BMC Helix ITSM

260 Reviews and Ratings

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Spiceworks Cloud Help Desk

248 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    BMC Helix ITSM

    Score9 out of 10
    		N/ABMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations.N/A

    Spiceworks Cloud Help Desk

    Score6.9 out of 10
    		N/ASpiceworks offers a set of free tools for IT network management and help desk support ticketing. The inventory management system essentially provides comprehensive device information for asset management.

    $0

    (free for 1-5 Seats)

    Pricing
    BMC Helix ITSMSpiceworks Cloud Help Desk
    Editions & Modules
    BMC Helix ITSM
    Contact Sales
    Core Plan
    $0
    Premium
    $6
    per month per user
    Offerings
    Pricing Offerings
    BMC Helix ITSMSpiceworks Cloud Help Desk
    Free Trial
    NoNo
    Free/Freemium Version
    NoYes
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details——
    More Pricing Information
    Community Pulse
    BMC Helix ITSMSpiceworks Cloud Help Desk
    Considered Both Products
    BMC Software Inc.
    rahul garg
    Technology Analyst in Information Technology at Infosys (Information Technology and Services, 10,001+ employees)
    Chose BMC Helix ITSM
    BMC Remedy is the whole package where all of your ITSM operations can be managed. It is a reliable product on which the whole organization can depend on as ITSM is highly critical for any organization. Nobody thinks of using any other tool if they are using this tool. Nowadays, …
    Incentivized
    Verified User
    Chose BMC Helix ITSM
    Although Spiceworks appeared to be easier to set up and use, we felt that BMC Remedy was more robust. We noticed that the user base for BMC Remedy was huge. Although this should never be the single deciding factor, it was definitely a big plus. The ability to have cloud-based …
    Incentivized
    Spiceworks Ziff Davis
    Tim Roberts
    IT Network Coordinator in Information Technology at Miller Environmental Group, Inc. (Chemicals, 201-500 employees)
    Chose Spiceworks Cloud Help Desk
    A lot of the competition starts with some free options, but bare minimum or "paid only modules" etc. And their support is often either non existent or convoluted while Spiceworks Help Desk is both great and responsive as well as having an open community and forums. You can …
    Incentivized
    Sam Fowler
    IT Manager in Information Technology at Cesca Therapeutics Inc. (Higher Education, 51-200 employees)
    Chose Spiceworks Cloud Help Desk
    Spiceworks has all of the features we would require. It matched up well in features and definitely price!
    Incentivized
    Lauren Fitzpatrick
    Network Manager in Information Technology at The Brattleboro Savings & Loan (Banking, 11-50 employees)
    Chose Spiceworks Cloud Help Desk
    Besides the advanced SLA and change management features in CA and BMC, Spiceworks does everything they can do, but with a little more spice! Most of the bigger brand ServiceDesk softwares do just that - servicedesk. Whereas, Spiceworks does servicedesk and IT management tasks …
    Incentivized
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    BMC Helix ITSMSpiceworks Cloud Help Desk
    Incident and problem management
    Comparison of Incident and problem management features of BMC Helix ITSM and Spiceworks Cloud Help Desk
    Feature
    BMC Helix ITSM
    8.5
    92 Ratings
    Spiceworks Cloud Help Desk
    8.5
    55 Ratings
    Organize and prioritize service tickets9.191 Ratings8.054 Ratings
    Expert directory8.662 Ratings8.047 Ratings
    Service restoration8.774 Ratings00 Ratings
    Self-service tools8.783 Ratings00 Ratings
    Subscription-based notifications8.165 Ratings9.042 Ratings
    ITSM collaboration and documentation8.281 Ratings6.045 Ratings
    ITSM reports and dashboards8.382 Ratings00 Ratings
    Ticket creation and submission00 Ratings10.054 Ratings
    Ticket response00 Ratings10.053 Ratings
    ITSM asset management
    Comparison of ITSM asset management features of BMC Helix ITSM and Spiceworks Cloud Help Desk
    Feature
    BMC Helix ITSM
    8.3
    80 Ratings
    Spiceworks Cloud Help Desk
    -
    Ratings
    Configuration mangement8.777 Ratings00 Ratings
    Asset management dashboard8.473 Ratings00 Ratings
    Policy and contract enforcement7.957 Ratings00 Ratings
    Change management
    Comparison of Change management features of BMC Helix ITSM and Spiceworks Cloud Help Desk
    Feature
    BMC Helix ITSM
    8.5
    84 Ratings
    Spiceworks Cloud Help Desk
    -
    Ratings
    Change requests repository8.883 Ratings00 Ratings
    Change calendar8.379 Ratings00 Ratings
    Service-level management8.479 Ratings00 Ratings
    Self Help Community
    Comparison of Self Help Community features of BMC Helix ITSM and Spiceworks Cloud Help Desk
    Feature
    BMC Helix ITSM
    -
    Ratings
    Spiceworks Cloud Help Desk
    7.0
    52 Ratings
    External knowledge base00 Ratings7.048 Ratings
    Internal knowledge base00 Ratings7.048 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of BMC Helix ITSM and Spiceworks Cloud Help Desk
    Feature
    BMC Helix ITSM
    -
    Ratings
    Spiceworks Cloud Help Desk
    9.0
    52 Ratings
    Customer portal00 Ratings9.046 Ratings
    IVR00 Ratings7.011 Ratings
    Social integration00 Ratings8.927 Ratings
    Email support00 Ratings10.046 Ratings
    Help Desk CRM integration00 Ratings9.928 Ratings
    User Ratings
    BMC Helix ITSMSpiceworks Cloud Help Desk
    Likelihood to Recommend
    9.0
    (100 ratings)
    10.0
    (83 ratings)
    Likelihood to Renew
    8.5
    (8 ratings)
    10.0
    (29 ratings)
    Usability
    8.7
    (51 ratings)
    9.0
    (9 ratings)
    Availability
    -
    (0 ratings)
    10.0
    (3 ratings)
    Performance
    -
    (0 ratings)
    8.0
    (1 ratings)
    Support Rating
    3.0
    (10 ratings)
    8.7
    (26 ratings)
    Online Training
    6.0
    (1 ratings)
    -
    (0 ratings)
    Implementation Rating
    6.6
    (2 ratings)
    10.0
    (7 ratings)
    Configurability
    5.0
    (1 ratings)
    -
    (0 ratings)
    Product Scalability
    8.0
    (1 ratings)
    10.0
    (1 ratings)
    Vendor post-sale
    7.0
    (1 ratings)
    -
    (0 ratings)
    Vendor pre-sale
    8.0
    (1 ratings)
    -
    (0 ratings)