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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

    SysAid

    Score9.1 out of 10
    Mid-Size Companies (51-1,000 employees)
    SysAid is an ITSM platform that enhances service delivery with AI Agents, chatbots, workflow automation, and asset management. AI Copilot categorizes tickets, provides case summaries, and offers sentiment analysis. The AI chatbot, available via chat, email, and Teams, speeds support.N/A
    Pricing
    BMC Helix ITSMSysAid
    Editions & Modules
    BMC Helix ITSM
    Contact Sales
    No answers on this topic
    Offerings
    Pricing Offerings
    BMC Helix ITSMSysAid
    Free Trial
    NoYes
    Free/Freemium Version
    NoNo
    Premium Consulting/Integration Services
    NoYes
    Entry-level Setup FeeNo setup feeRequired
    Additional DetailsSysAid Copilot is available as an add-on for any plan. It bakes generative AI into every aspect of service management.
    More Pricing Information
    Community Pulse
    BMC Helix ITSMSysAid
    Considered Both Products
    BMC Software Inc.
    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
    SysAid Technologies
    Chose SysAid
    We selected SysAid because of cost saving and doing same ITSM job
    Incentivized
    Chose SysAid
    Could not find the product listed in the list but the automation would be the largest glaring feature that has greatly improved documentation and time spent on tasks allowing a lot more time to focus on issues at hand and customer service.
    Incentivized
    Chose SysAid
    SysAid is an excellent tool that fully complies with the ITSM requirements, compared to its competition, its functions are the same or better, but the value is found in the price per license that is lower, in our case that was the differentiator so we decided to go with SysAid …
    Incentivized
    Chose SysAid
    SysAid is much easier to use and have proper tech support. We'd use "RT" but this one was free and no support included. RT also had a very small database so we had a few problems when the number of tickets started to grow.
    Incentivized
    Chose SysAid
    I like SysAid more than Remedy as it is much simpler to use and admin. Remedy is too confusing and busy for me to get much out of it.
    I like Jira Service Desk more than SysAid as the UI is more modern and I was able to create automations.
    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 ITSMSysAid
    Incident and problem management
    Comparison of Incident and problem management features of BMC Helix ITSM and SysAid
    Feature
    BMC Helix ITSM
    8.5
    92 Ratings
    SysAid
    9.1
    178 Ratings
    Organize and prioritize service tickets9.191 Ratings9.9177 Ratings
    Expert directory8.662 Ratings8.0144 Ratings
    Service restoration8.774 Ratings8.9125 Ratings
    Self-service tools8.783 Ratings8.3171 Ratings
    Subscription-based notifications8.165 Ratings9.9127 Ratings
    ITSM collaboration and documentation8.281 Ratings9.4145 Ratings
    ITSM reports and dashboards8.382 Ratings9.4154 Ratings
    ITSM asset management
    Comparison of ITSM asset management features of BMC Helix ITSM and SysAid
    Feature
    BMC Helix ITSM
    8.3
    80 Ratings
    SysAid
    8.6
    154 Ratings
    Configuration mangement8.777 Ratings9.8144 Ratings
    Asset management dashboard8.473 Ratings8.9151 Ratings
    Policy and contract enforcement7.957 Ratings7.1103 Ratings
    Change management
    Comparison of Change management features of BMC Helix ITSM and SysAid
    Feature
    BMC Helix ITSM
    8.5
    84 Ratings
    SysAid
    9.8
    143 Ratings
    Change requests repository8.883 Ratings9.8130 Ratings
    Change calendar8.379 Ratings9.8109 Ratings
    Service-level management8.479 Ratings9.8135 Ratings
    User Ratings
    BMC Helix ITSMSysAid
    Likelihood to Recommend
    9.0
    (100 ratings)
    9.3
    (180 ratings)
    Likelihood to Renew
    8.5
    (8 ratings)
    8.9
    (19 ratings)
    Usability
    8.7
    (51 ratings)
    8.0
    (45 ratings)
    Availability
    -
    (0 ratings)
    9.1
    (5 ratings)
    Performance
    -
    (0 ratings)
    9.1
    (5 ratings)
    Support Rating
    3.0
    (10 ratings)
    7.5
    (53 ratings)
    In-Person Training
    -
    (0 ratings)
    9.1
    (2 ratings)
    Online Training
    6.0
    (1 ratings)
    9.1
    (3 ratings)
    Implementation Rating
    6.6
    (2 ratings)
    8.5
    (11 ratings)
    Configurability
    5.0
    (1 ratings)
    9.1
    (2 ratings)
    Contract Terms and Pricing Model
    -
    (0 ratings)
    9.1
    (14 ratings)
    Ease of integration
    -
    (0 ratings)
    9.1
    (3 ratings)
    Product Scalability
    8.0
    (1 ratings)
    9.1
    (5 ratings)
    Professional Services
    -
    (0 ratings)
    9.1
    (9 ratings)
    Vendor post-sale
    7.0
    (1 ratings)
    9.1
    (4 ratings)
    Vendor pre-sale
    8.0
    (1 ratings)
    9.1
    (4 ratings)