| Product | Rating | Most Used By | Product Summary | Starting Price |
|---|---|---|---|---|
 BMC Helix ITSM | Score9 out of 10 | N/A | BMC 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 |
 TOPdesk | Score8.8 out of 10 | Mid-Size Companies (51-1,000 employees) | TOPdesk is the flagship highly-modular cloud-based or installed ITSM service desk and asset management solution from the Dutch company of the same name, for enterprise companies. | $76 per month Per agent |
| BMC Helix ITSM | TOPdesk | |||||||||||||||
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| Entry-level Setup Fee | No setup fee | Optional | ||||||||||||||
| Additional Details | — | The TOPdesk license model: - Modular: Organizations purchase only the modules needed - Saas or On premise - Supports unlimited number of assets. - Service agents based. - Discount available for annual pricing. | ||||||||||||||
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| BMC Helix ITSM | TOPdesk | |
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| Considered Both Products | Chose BMC Helix ITSM Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info | Chose TOPdesk To be fair, we used BMC's Remedy Action Management System (ARS) instead of the full-blown Helix ITSM. We only had access to what would be called Incident Management, Asset Management, and Change Management, although Change Management was not used. We are using the SaaS … Invited by TrustRadius (TR) on Vendor's Behalf A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info Chose TOPdesk TOPdesk is more intuitive, better GUI. Invited by TrustRadius (TR) on Vendor's Behalf A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info |
| 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 | |
| BMC Helix ITSM | TOPdesk | |||||||||||||||||||||||||
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| Incident and problem management |
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| ITSM asset management |
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| Change management |
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| BMC Helix ITSM | TOPdesk | |
|---|---|---|
| Likelihood to Recommend | 9.0 | 8.9 |
| Likelihood to Renew | 8.5 | 9.1 |
| Usability | 8.6 | 9.0 |
| Availability | - | 9.1 |
| Performance | - | 8.1 |
| Support Rating | 3.0 | 9.1 |
| In-Person Training | - | 7.3 |
| Online Training | 6.0 | 8.0 |
| Implementation Rating | 6.6 | 9.9 |
| Configurability | 5.0 | 9.0 |
| Ease of integration | - | 6.5 |
| Product Scalability | 8.0 | 9.1 |
| Vendor post-sale | 7.0 | 9.0 |
| Vendor pre-sale | 8.0 | 9.1 |
