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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

    Freshservice

    Score8.8 out of 10
    N/AFreshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.

    $29

    per month per agent

    Pricing
    BMC Helix ITSMFreshservice
    Editions & Modules
    BMC Helix ITSM
    Contact Sales
    Starter
    $29.00
    per month per agent
    Growth
    $59.00
    per month per agent
    Pro
    $119.00
    per month per agent
    Enterprise
    Custom
    Offerings
    Pricing Offerings
    BMC Helix ITSMFreshservice
    Free Trial
    NoYes
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoYes
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional DetailsDiscount available for annual billing.
    More Pricing Information
    Community Pulse
    BMC Helix ITSMFreshservice
    Considered Both Products
    BMC Software Inc.
    Chose BMC Helix ITSM
    ServiceNow and Freshservice although both have a very modern interface, they both have some major drawbacks that limit their ability to compare to the BMC Helix ITSM suite of applications. Freshservice, although has been on the market for quite some time now, offered a very …
    Incentivized
    Chose BMC Helix ITSM
    As I mentioned, as an MSP we are exposed to most ITSM products on the marketplace. On completeness of offering, we find BMC ahead of the rest.

    The only other comparable product is ServiceNow, and functionality is neck and neck with BMC ahead in ITOM, and with ServiceNow pricing …
    Incentivized
    Chose BMC Helix ITSM
    BMC Helix ITSM (Remedy) is a powerful service management platform available in the marketplace providing the best possible services on management. Integration of BMC
    Incentivized
    Chose BMC Helix ITSM
    I find JIRA smarter and easier to configure but sometimes can get difficult to use for analytics and also requires a lot of smart configuration and knowledge of tweaks!
    Incentivized
    Chose BMC Helix ITSM
    If you are unable to use a cloud solution, the BMC Remedy IT Service Management Suite is the best option on the market.
    Incentivized
    Freshworks Inc
    Chose Freshservice
    It is always better than Remedy tool and also cheaper
    Incentivized
    Chose Freshservice
    For our use much better. So much cheaper and simple to setup, up and running is days not months# being able to configure in house is a massive advantage for us and SO MUCH CHEAPER..
    Incentivized
    Chose Freshservice
    We went with Freshservice against Jira for cost efficiency. Freshservice was cost-effective for the same set of features that the Jira cloud offered. We wanted a tool to manage our patch testing test cases more easily without purchasing an additional plug-in as Jira and Fresh …
    Incentivized
    Chose Freshservice
    An app that I can use on my iPhone to quickly check and manage tickets.
    Incentivized
    Chose Freshservice
    Well not so great and hence we replaced it with CA service desk.
    Incentivized
    Chose Freshservice
    Freshservice is on par with ManageEngine SD Plus in terms of: 1. No/Low code configuration, 2. ITSM module certification 3. SLA 4. CMDB etc. However, the level of support that ManageEngine offers with its post-sales engineer is better than that of Freshservice. While using …
    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 ITSMFreshservice
    Incident and problem management
    Comparison of Incident and problem management features of BMC Helix ITSM and Freshservice
    Feature
    BMC Helix ITSM
    8.5
    92 Ratings
    Freshservice
    8.2
    142 Ratings
    Organize and prioritize service tickets9.191 Ratings9.1142 Ratings
    Expert directory8.662 Ratings8.3100 Ratings
    Service restoration8.774 Ratings8.485 Ratings
    Self-service tools8.783 Ratings8.1126 Ratings
    Subscription-based notifications8.165 Ratings7.9103 Ratings
    ITSM collaboration and documentation8.281 Ratings7.6117 Ratings
    ITSM reports and dashboards8.382 Ratings8.1122 Ratings
    ITSM asset management
    Comparison of ITSM asset management features of BMC Helix ITSM and Freshservice
    Feature
    BMC Helix ITSM
    8.3
    80 Ratings
    Freshservice
    7.7
    114 Ratings
    Configuration mangement8.777 Ratings7.4106 Ratings
    Asset management dashboard8.473 Ratings7.5111 Ratings
    Policy and contract enforcement7.957 Ratings8.278 Ratings
    Change management
    Comparison of Change management features of BMC Helix ITSM and Freshservice
    Feature
    BMC Helix ITSM
    8.5
    84 Ratings
    Freshservice
    8.0
    109 Ratings
    Change requests repository8.883 Ratings7.7103 Ratings
    Change calendar8.379 Ratings7.887 Ratings
    Service-level management8.479 Ratings8.4102 Ratings
    User Ratings
    BMC Helix ITSMFreshservice
    Likelihood to Recommend
    9.0
    (100 ratings)
    8.5
    (143 ratings)
    Likelihood to Renew
    8.5
    (8 ratings)
    8.7
    (7 ratings)
    Usability
    8.7
    (51 ratings)
    9.5
    (13 ratings)
    Availability
    -
    (0 ratings)
    9.0
    (5 ratings)
    Performance
    -
    (0 ratings)
    7.8
    (6 ratings)
    Support Rating
    3.0
    (10 ratings)
    8.3
    (107 ratings)
    In-Person Training
    -
    (0 ratings)
    7.3
    (1 ratings)
    Online Training
    6.0
    (1 ratings)
    7.2
    (3 ratings)
    Implementation Rating
    6.6
    (2 ratings)
    9.1
    (8 ratings)
    Configurability
    5.0
    (1 ratings)
    7.9
    (5 ratings)
    Contract Terms and Pricing Model
    -
    (0 ratings)
    7.8
    (3 ratings)
    Ease of integration
    -
    (0 ratings)
    6.4
    (7 ratings)
    Product Scalability
    8.0
    (1 ratings)
    8.1
    (6 ratings)
    Professional Services
    -
    (0 ratings)
    8.6
    (4 ratings)
    Vendor post-sale
    7.0
    (1 ratings)
    8.3
    (4 ratings)
    Vendor pre-sale
    8.0
    (1 ratings)
    7.0
    (5 ratings)