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| 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 |
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 |
| BMC Helix ITSM | SysAid | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Editions & Modules |
| No answers on this topic | ||||||||||||||
| Offerings |
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| Entry-level Setup Fee | No setup fee | Required | ||||||||||||||
| Additional Details | — | SysAid Copilot is available as an add-on for any plan. It bakes generative AI into every aspect of service management. | ||||||||||||||
| More Pricing Information | ||||||||||||||||
| BMC Helix ITSM | SysAid | |
|---|---|---|
| Considered Both Products | ||
| 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 | SysAid | |||||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Incident and problem management |
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| ITSM asset management |
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| Change management |
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| BMC Helix ITSM | SysAid | |
|---|---|---|
| Likelihood to Recommend | 9.0 | 9.3 |
| Likelihood to Renew | 8.5 | 8.9 |
| Usability | 8.7 | 8.0 |
| Availability | - | 9.1 |
| Performance | - | 9.1 |
| Support Rating | 3.0 | 7.5 |
| In-Person Training | - | 9.1 |
| Online Training | 6.0 | 9.1 |
| Implementation Rating | 6.6 | 8.5 |
| Configurability | 5.0 | 9.1 |
| Contract Terms and Pricing Model | - | 9.1 |
| Ease of integration | - | 9.1 |
| Product Scalability | 8.0 | 9.1 |
| Professional Services | - | 9.1 |
| Vendor post-sale | 7.0 | 9.1 |
| Vendor pre-sale | 8.0 | 9.1 |