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BMC Helix ITSM vs. ServiceNow Comparison

BMC Helix ITSM vs. ServiceNow Comparison


In the digital era, IT Service Management plays a vital role in the success of organizations. ITSM has become crucial for all sizes of businesses and is an excellent way to boost service delivery efficiency while maximizing customer satisfaction. The confusion is there are many ITSM solutions in the market, and choosing the right one for your company can take time and effort. BMC Helix ITSM and ServiceNow ITSM are two popular ITSM software solutions that are often compared. In this article, we will dive deep into the comparison of functionalities and capabilities of both platforms to help you choose the most suitable option for you.  

Understanding BMC Helix ITSM and ServiceNow

BMC Helix ITSM and ServiceNow ITSM are two top-rated IT Service Management solutions available in the market. These ITSM solutions are leading in the industry. Both BMC Helix and ITSM ServiceNow offer a variety of processes and efficiencies that assist businesses in enhancing their management and IT operations. 

About BMC Helix: What is BMC Helix ITSM used for? 

BMC Helix ITSM is a comprehensive ITSM tool given by BMC Software. BMC Software is the leading provider of enterprise software solutions. BMC Helix offers industry-leading, cutting-edge service management to maximize the best ITSM practices. BMC is able to handle large amounts of data sets while maintaining high speed. This involves a number of processes, including ticket and incident management and IT operations handling.

BMC Helix empowers quicker creation and resolution of incidents. It allows you to concentrate on high-value trouble areas and reduce management load. It utilizes Artificial Intelligence to identify clusters of repeating incidents for automated analysis and simplifying problem management. BMC Helix ITSM is well known for its powerful automation capabilities designed to help organizations improve their services while lowering costs. 

Who uses BMC Helix?

Medium and large-sized businesses typically use BMC Helix. The platform is part of many industries, including healthcare, finance, telecommunications, and tech. Popular business groups like Macquarie Group Ltd. and Tata Consultancy Services Limited are the users of BMC Helix. 

Who is the competitor of BMC?

Popular competitors of BMC include ServiceNow, Microsoft, IBM, and Atlassian. 

About ServiceNow: Is ServiceNow the Best ITSM Tool?

Probably one of the most-heard names in the service management industry is ServiceNow. ServiceNow offers cloud-based platforms for a variety of processes. Popular ServiceNow products include ServiceNow Customer Service Management, ServiceNow Asset Management, and the star of the show, ServiceNow IT Service Management. ServiceNow ITSM provides a complete suite of ITSM functionalities. It enables businesses to automate service and helpdesk tasks. The platform automatically assigns work items to representatives based on availability, capacity, and skills, allowing for straightforward, task-oriented visualization of business process workflows.

With ServiceNow, employees can now work from anywhere they want. The tool also empowers the team to respond the problems more efficiently. The solution assists teams in becoming more active, and organizations become more adaptable while taking care of different request types. ServiceNow makes it simple for businesses to define, structure, manage, and automate service desk operations processes. Customers receive prompt, accurate responses and solutions. 

Which module is best in ServiceNow?

ServiceNow offers different modules for every business, and it is challenging to determine which module is the best one. However, the most commonly used and high-demand ServiceNow modules are incident management, change management, asset management, knowledge management, service catalog, and CMDB.

Similarities Between BMC Helix and ServiceNow ITSM

BMC Helix and ServiceNow share similarities in their capabilities and the processes they support. Here are some commonalities of the platforms:

Cloud-based solutions

Both BMC Helix and ServiceNow are cloud-based solutions that allow users to access the ITSM tools anywhere and anytime. The cloud-based strategy enables more straightforward implementation and empowers remote working.

Extensive ITSM tools

Comprehensive ITSM solutions, including incident management, change management, problem management, service request management, and asset management, are offered by both platforms. This allows businesses to perform and manage their IT operations more efficiently. 

Broad integration capabilities

Both platforms have wide-ranging integration capacities. This means organizations can connect their ITSM tools with other software solutions and IT tools like automation and monitoring. 

Mobile access

One of the incredible features of both BMC Helix and ServiceNow ITSM solutions is that they enable mobile access. Users can access their ITSM tools easily with just some clicks. It allows managers and ITSM users to manage their IT operations on the go. 

Customization options   

Both ITSM solutions offer comprehensive customization options, empowering organizations to tailor the ITSM tools according to their requirements. This customization ability allows companies to adjust their ITSM solutions for their one-of-a-kind work processes and cycles, upgrading the proficiency and effectiveness of their IT operations.


When implementing the ITSM solution, both BMC Helix and ServiceNow can be difficult to set up, especially if you do it by yourself. Apart from the initial setup, customization can be pretty complex on both platforms. A ServiceNow partner like Moch.IT can help you in such scenarios. 

Unique Advantages of Both Platforms

Although both BMC Helix and ServiceNow are outstanding ITSM solutions offering many similar functionalities. However, here are some unique advantages of platforms worth mentioning.  

BMC Helix

The star feature of BMC Helix is its ease of use. It allows tickets to be viewed and edited at any stage of processing. Moreover, its search function is quick and accurate. The platform offers a variety of options for automation and workflow triggers, such as automatically recording the solution to a ticket into a knowledge base that is accessible to users and IT staff. In addition, the reporting templates in BMC Helix streamline the reporting procedure, particularly for those who need to make the same reports often.

ServiceNow ITSM

ServiceNow is a tremendously comprehensive solution that offers excellent flexibility and personalization options. The CMDB module of ServiceNow makes it stand out from the rest. It gives users tons of filtering, searching, and interdependency options. The catalog feature of ITSM ServiceNow is greatly loved by users who need to do similar tasks regularly. It allows them to easily configure all the functions with repeated information and make any edits before submission. Additionally, the individual overview helps users view the assigned tickets and keep track of their tasks. 

Comparing BMC Helix ITSM and ServiceNow ITSM

Selecting the perfect ITSM solution for your organization requires careful evaluation of all the options. While BMC Helix and ServiceNow offer similar capabilities, many features differentiate the two. Here are some differences between BMC Helix and ServiceNow ITSM to help you select the best one for your needs. 



BMC Helix features a traditional user interface that is easy to use for people who are used to legacy ITSM software. 

ServiceNow ITSM

ServiceNow offers a modern and contemporary interface that can be tricky at first. However, the platform is easy to personalize. 



BMC Helix users report the solution has issues with scalability and stability. Although it can automate a multitude of tasks in the ITSM world, integration abilities need to be improved. 

ServiceNow ITSM

ServiceNow users are comparatively happier with the stability and scalability of the solution. Additionally, the prebuilt integration capabilities make it easier for the solution to integrate with other tools and systems. 

Customization options 


BMC Helix offers its users a range of customization options. Yet, there is room for improvement in the personalizations to allow streamlining unique workflows. 

ServiceNow ITSM

ServiceNow gives more comprehensive customization options to teams. With its drag-and-drop visual workflow editor and easy-to-use application development framework, it stands out from the rest.



Although the pricing of both solutions is complex and depends on many factors, BMC Helix offers significantly affordable pricing.

ServiceNow ITSM

ServiceNow ITSM is on the pricier side as compared to BMC Helix. However, the platform offers a wide range of functionalities and customizations. 



Most BMC Helix users make no mention of ROI.

ServiceNow ITSM

ServiceNow users usually enjoy a higher ROI.

Customer service and support 


Customer support at BMC Helix is satisfactory but needs to be enhanced.

ServiceNow ITSM

ServiceNow ITSM has a great reputation for providing exceptional customer support to its users. With a larger team and more support resources available, ServiceNow never leaves a chance to make its users happy.

Organizations choosing between BMC Helix ITSM and ServiceNow ITSM should carefully analyze the similarities and differences between the platforms and then decide which one is the perfect match for their business needs. 

The Bottom Line

Both BMC Helix ITSM and ServiceNow ITSM provide outstanding ITSM capabilities and performance. ServiceNow ITSM wins the comparison with its extraordinary features, integration, and scalability. Even if the solution is a bit expensive, it transforms IT operations management and offers guaranteed ROI. If you’re looking to optimize your operations while reducing the management burden, ServiceNow is the smart choice.

However, getting the solution from a reliable and authentic service provider is equally important. Moch.IT is the ultimate one-stop shop for all your ServiceNow needs. We provide genuine ServiceNow solutions like ServiceNow Customer Service Management, ServiceNow Asset Management, and ServiceNow ITSM. Our team gives expert advice and consultation to help you choose the perfect ServiceNow tool for your business. We can also tailor the solution to your needs. 


To get started, call us today and book your consultation



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