# BMC Helix ITSM vs ServiceNow IT Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that ServiceNow IT Service Management excels in user satisfaction, boasting a significantly higher overall rating compared to BMC Helix ITSM. Users appreciate its seamless ticket routing automation and deep integration with the CMDB, which centralizes all active incidents into a single interface, enhancing efficiency in managing complex user requests.
- **According to verified reviews** , BMC Helix ITSM offers strong automation capabilities and a centralized platform for managing IT service processes. Users highlight features like the bulk upload option that simplifies onboarding for various user profiles, although some mention challenges in matching specific workflow needs.
- **Reviewers mention** that ServiceNow's customization options and easy reporting tools make it a favorite among users looking for flexibility. The ability to design personalized dashboards based on SLA and OLA standards is particularly praised, setting it apart from BMC Helix ITSM, which has a more rigid structure.
- **Users say** that BMC Helix ITSM's transition from Remedy to its SaaS version, Innovation Studio, is a positive step, but they still face configuration challenges. This indicates that while the platform is evolving, it may not yet fully meet the diverse needs of all users.
- **Reviewers highlight** that ServiceNow IT Service Management provides a more intuitive setup experience, with a higher ease of use rating. This is reflected in user feedback praising its straightforward integration capabilities, making it easier for teams to adopt and utilize the platform effectively.
- **According to recent user feedback** , BMC Helix ITSM shines in reporting capabilities, with users noting its robust analytics features. However, ServiceNow's overall support quality and product direction ratings suggest a more reliable partnership for businesses looking for long-term IT service management solutions.



| | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Star Rating** | 3.7 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 296 | 1,917 | 
| **Largest Market Segment** | Enterprise (74.7% of reviews) | Enterprise (73.1% of reviews) | 
| **Entry Level Price** | No pricing available | No pricing available | 

---
## Top Pros & Cons

### BMC Helix ITSM

Pros:
- Ease of Use (5 reviews)
- Ticket Management (4 reviews)

Cons:
- Bugs (1 reviews)
- Complexity (1 reviews)

### ServiceNow IT Service Management

Pros:
- Ease of Use (168 reviews)
- Incident Management (112 reviews)

Cons:
- Learning Curve (72 reviews)
- Expensive (60 reviews)

---
## Ratings Comparison
| Rating | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.0 (249 reviews) | 8.9 (923 reviews) | 
  | **Ease of Use** | 7.1 (252 reviews) | 8.5 (1391 reviews) | 
  | **Ease of Setup** | 7.0 (92 reviews) | 8.2 (772 reviews) | 
  | **Ease of Admin** | 7.2 (83 reviews) | 8.6 (338 reviews) | 
  | **Quality of Support** | 7.5 (218 reviews) | 8.6 (1010 reviews) | 
  | **Has the product been a good partner in doing business?** | 7.9 (77 reviews) | 8.8 (333 reviews) | 
  | **Product Direction (% positive)** | 6.1 (248 reviews) | 8.9 (923 reviews) | 

---
## Pricing

### BMC Helix ITSM

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### ServiceNow IT Service Management

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **BMC Helix ITSM** | 8.8/10 | 32 |
| **ServiceNow IT Service Management** | 8.5/10 | 685 |

#### Administration

| Feature | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Change Management** | 8.9 (19 reviews) ✓ Verified | 9.2 (335 reviews) ✓ Verified | 
| **Asset Management** | 8.6 (19 reviews) ✓ Verified | 8.8 (259 reviews) ✓ Verified | 
| **Reports & Analytics** | 9.3 (16 reviews) ✓ Verified | 8.8 (324 reviews) ✓ Verified | 

#### Service Desk

| Feature | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Help Desk** | 9.1 (22 reviews) ✓ Verified | 9.4 (407 reviews) ✓ Verified | 
| **Incident Reports** | 9.2 (20 reviews) ✓ Verified | 9.3 (327 reviews) ✓ Verified | 
| **Process Workflow** | 9.0 (19 reviews) ✓ Verified | 9.1 (376 reviews) ✓ Verified | 

#### Management

| Feature | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Reporting** | 9.5 (10 reviews) ✓ Verified | 8.9 (324 reviews) ✓ Verified | 
| **Administration Console** | 7.6 (9 reviews) ✓ Verified | 8.7 (246 reviews) ✓ Verified | 
| **Access Management** | 8.5 (10 reviews) ✓ Verified | 8.8 (244 reviews) ✓ Verified | 
| **Asset Management** | 8.7 (9 reviews) ✓ Verified | 8.9 (241 reviews) ✓ Verified | 
| **Policy Dictation** | 7.6 (11 reviews) ✓ Verified | 8.4 (221 reviews) | 

#### Functionality

| Feature | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Ticketing System** | 9.5 (14 reviews) ✓ Verified | 9.5 (421 reviews) ✓ Verified | 
| **Performance Logging** | 8.3 (9 reviews) ✓ Verified | 8.7 (229 reviews) | 
| **Alerting** | 9.1 (11 reviews) ✓ Verified | 8.7 (233 reviews) ✓ Verified | 
| **Automation** | 8.7 (14 reviews) ✓ Verified | 9.1 (351 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.5 (55 reviews) | 
| **Multi-step Planning** | Not enough data | 7.5 (47 reviews) | 
| **Cross-system Integration** | Not enough data | 8.7 (141 reviews) | 
| **Adaptive Learning** | Not enough data | 7.5 (47 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.4 (50 reviews) | 
| **Proactive Assistance** | Not enough data | 7.2 (50 reviews) | 
| **Decision Making** | Not enough data | 7.6 (51 reviews) | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **BMC Helix ITSM** | N/A | N/A |
| **ServiceNow IT Service Management** | 8.2/10 | 313 |

#### Monitoring

| Feature | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Constant Monitoring** | Not enough data | 8.9 (226 reviews) ✓ Verified | 
| **Timely Alerts** | Not enough data | 9.1 (242 reviews) ✓ Verified | 
| **TIcket Accuracy** | Not enough data | 9.1 (246 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | 7.6 (32 reviews) | 

#### Management Tools

| Feature | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Ticket Assignment** | Not enough data | 9.2 (253 reviews) ✓ Verified | 
| **Standardization** | Not enough data | 9.1 (253 reviews) | 
| **Lifecycle Visualization** | Not enough data | 8.7 (236 reviews) ✓ Verified | 

#### Generative AI

| Feature | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.3 (107 reviews) | 
| **AI Text Summarization** | Not enough data | 8.3 (123 reviews) | 

#### Agentic AI - Incident Management

| Feature | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.3 (27 reviews) | 
| **Multi-step Planning** | Not enough data | 7.4 (28 reviews) | 
| **Cross-system Integration** | Not enough data | 7.9 (34 reviews) | 
| **Adaptive Learning** | Not enough data | 7.5 (27 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.8 (27 reviews) | 
| **Proactive Assistance** | Not enough data | 7.8 (29 reviews) | 
| **Decision Making** | Not enough data | 7.8 (29 reviews) | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **BMC Helix ITSM** | 7.8/10 | 115 |
| **ServiceNow IT Service Management** | 8.5/10 | 407 |

#### Incident Management

| Feature | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Automate Ticket Routing** | Feature Not Available | 9.0 (333 reviews) | 
| **Ticket Prioritization** | 8.6 (104 reviews) | 9.0 (327 reviews) | 
| **Ticket Notifications** | 8.4 (105 reviews) | 9.1 (333 reviews) | 
| **Knowledge Base** | 7.8 (85 reviews) | 8.8 (320 reviews) | 
| **Knowledge Base/Ticket Integration** | 7.8 (87 reviews) | 8.8 (305 reviews) | 

#### Reporting

| Feature | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Dashboards** | 7.8 (93 reviews) | 8.8 (329 reviews) | 
| **Time Tracking** | 7.9 (89 reviews) | 8.8 (291 reviews) | 
| **Surveys** | Feature Not Available | 8.5 (178 reviews) | 

#### Access & Usability

| Feature | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Mobile** | 6.6 (55 reviews) | 8.0 (240 reviews) | 
| **Self Service** | 7.7 (84 reviews) | 8.8 (305 reviews) | 
| **Active Directory** | 7.9 (77 reviews) | 8.5 (263 reviews) | 
| **Multi-Channel Access** | 7.7 (62 reviews) | 8.8 (167 reviews) | 

#### Agentic AI - Service Desk

| Feature | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.1 (23 reviews) | 
| **Multi-step Planning** | Not enough data | 8.1 (21 reviews) | 
| **Cross-system Integration** | Not enough data | 8.7 (34 reviews) | 
| **Adaptive Learning** | Not enough data | 7.9 (19 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.4 (19 reviews) | 
| **Proactive Assistance** | Not enough data | 7.8 (20 reviews) | 
| **Decision Making** | Not enough data | 7.9 (20 reviews) | 

---
## Categories
**Shared Categories (2):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Service Desk Software](https://www.g2.com/categories/service-desk)


**Unique to ServiceNow IT Service Management (2):** [Incident Management Software](https://www.g2.com/categories/incident-management), [Configuration Management Tools](https://www.g2.com/categories/configuration-management)


---
## Reviewer Demographics

### By Company Size

| Segment | BMC Helix ITSM | ServiceNow IT Service Management | 
|---|---|---|
| **Small-Business** | 4.3% | 5.8% | 
| **Mid-Market** | 20.9% | 21.1% | 
| **Enterprise** | 74.7% | 73.1% | 

### By Industry

#### BMC Helix ITSM

- **Information Technology and Services:** 34.3%
- **Telecommunications:** 8.7%
- **Hospital & Health Care:** 6.9%
- **Computer Software:** 6.1%
- **Higher Education:** 3.6%
- **Government Administration:** 2.9%
- **Education Management:** 2.2%
- **Banking:** 2.2%
- **Retail:** 2.2%
- **Insurance:** 2.2%
- **Other:** 28.9%

#### ServiceNow IT Service Management

- **Information Technology and Services:** 24.3%
- **Hospital & Health Care:** 7.4%
- **Computer Software:** 6.8%
- **Financial Services:** 5.8%
- **Insurance:** 3.5%
- **Computer & Network Security:** 3.5%
- **Higher Education:** 3.1%
- **Banking:** 2.8%
- **Manufacturing:** 2.4%
- **Retail:** 2.3%
- **Other:** 38.0%

---
## Alternatives

### Alternatives to BMC Helix ITSM

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1343 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (285 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [EasyVista Service Manager](https://www.g2.com/products/easyvista-service-manager/reviews) — 4.0/5 stars (102 reviews)
- [OpenText Service Management Automation X (SMAX)](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews) — 4.2/5 stars (72 reviews)
- [CA Service Desk Manager](https://www.g2.com/products/ca-service-desk-manager/reviews) — 4.2/5 stars (20 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)

### Alternatives to ServiceNow IT Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1343 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4987 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (285 reviews)
- [IFS assyst](https://www.g2.com/products/ifs-assyst/reviews) — 3.5/5 stars (14 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.2/5 stars (628 reviews)
- [OpenText Service Management Automation X (SMAX)](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews) — 4.2/5 stars (72 reviews)

---
## Top Discussions

### BMC Helix ITSM

No discussions available for this product.

### ServiceNow IT Service Management

- Title: [What is ServiceNow IT Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-it-service-management-used-for) — 3 comments
  > **Top comment:** "ServiceNow IT Service Management (ITSM) is a cloud-based platform designed to streamline and automate IT service delivery and support within organizations...."
- Title: [What is ServiceNow software used for?](https://www.g2.com/discussions/what-is-servicenow-software-used-for) — 2 comments
  > **Top comment:** "Industries used in 
Healthcare
Financial services
Government
Manufacturing
Telecommunications
Education

Platform can also be used for..."
- Title: [What is the ServiceNow now platform?](https://www.g2.com/discussions/what-is-the-servicenow-now-platform) — 2 comments
  > **Top comment:** "Service now platform is a crm tool and rh tickets tool used for multiple tasks, use to create incidents of the issue relate to any software or tool employees..."
- Title: [What features of ITIL are utilized by the ServiceNow platform?](https://www.g2.com/discussions/what-features-of-itil-are-utilized-by-the-servicenow-platform) — 1 comment
  > **Top comment:** "Following are some of the advantages of using ServiceNow ITIL:

It allows us to develop an evident capability model that coordinates with enterprise..."
- Title: [What are the features of service management?](https://www.g2.com/discussions/what-are-the-features-of-service-management) — 1 comment
  > **Top comment:** "full life cycle for any ITIL process which is clearly defined in service now."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/bmc-software-bmc-helix-itsm-vs-servicenow-it-service-management)