# BMC Helix Remedyforce vs ServiceNow IT Service Management Comparison --- ## AI Generated Summary - **G2 reviewers report** that BMC Helix Remedyforce is praised for its **user-friendly interface** , making it easy for teams to navigate and manage tickets effectively. Users appreciate its design for **incident and problem management** , noting that it feels more comfortable to use compared to other ITSM tools. - **According to verified reviews** , ServiceNow IT Service Management excels in **centralizing support requests** , which enhances efficiency in resolving issues. Users highlight its ability to streamline various management processes into a single platform, making it easier to handle incidents, problems, and changes. - **Reviewers mention** that while BMC Helix Remedyforce is a **cost-effective solution** , it sometimes struggles to meet specific workflow needs, leading to configuration challenges. This can impact its overall effectiveness for some organizations that require more tailored solutions. - **Users say** that ServiceNow IT Service Management offers a higher level of **consistency** in ticket resolution, which is crucial for maintaining service quality. Many appreciate that the platform ensures tickets are directed to the right place, even if resolution speed varies. - **G2 reviewers highlight** that BMC Helix Remedyforce has strong features for **ticket management** , with users noting its effectiveness in daily operations. However, it has fewer recent reviews compared to ServiceNow, which may indicate a smaller user base or less frequent updates. - **According to recent user feedback** , ServiceNow IT Service Management is recognized for its **robust reporting and analytics capabilities** , which help organizations track performance and improve service delivery. This feature is often cited as a significant advantage over BMC Helix Remedyforce. | | BMC Helix Remedyforce | ServiceNow IT Service Management | |---|---|---| | **Star Rating** | 3.9 out of 5 | 4.5 out of 5 | | **Total Reviews** | 49 | 1,939 | | **Largest Market Segment** | Enterprise (55.6% of reviews) | Enterprise (73.1% of reviews) | | **Entry Level Price** | No pricing available | No pricing available | --- ## Top Pros & Cons ### BMC Helix Remedyforce **Not enough data** ### 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 Remedyforce | ServiceNow IT Service Management | |---|---|---| | **Meets Requirements** | 8.4 (39 reviews) | 8.9 (925 reviews) | | **Ease of Use** | 7.6 (40 reviews) | 8.5 (1403 reviews) | | **Ease of Setup** | 7.3 (24 reviews) | 8.2 (775 reviews) | | **Ease of Admin** | 7.9 (25 reviews) | 8.6 (340 reviews) | | **Quality of Support** | 8.4 (35 reviews) | 8.6 (1020 reviews) | | **Has the product been a good partner in doing business?** | 7.7 (24 reviews) | 8.9 (335 reviews) | | **Product Direction (% positive)** | 8.2 (38 reviews) | 8.9 (926 reviews) | --- ## Pricing ### BMC Helix Remedyforce #### 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 Remedyforce** | 8.9/10 | 23 | | **ServiceNow IT Service Management** | 8.6/10 | 704 | #### Administration | Feature | BMC Helix Remedyforce | ServiceNow IT Service Management | |---|---|---| | **Change Management** | 9.1 (15 reviews) ✓ Verified | 9.2 (338 reviews) ✓ Verified | | **Asset Management** | 8.7 (15 reviews) ✓ Verified | 8.8 (261 reviews) ✓ Verified | | **Reports & Analytics** | 8.9 (16 reviews) ✓ Verified | 8.8 (329 reviews) ✓ Verified | #### Service Desk | Feature | BMC Helix Remedyforce | ServiceNow IT Service Management | |---|---|---| | **Help Desk** | 9.1 (16 reviews) ✓ Verified | 9.4 (410 reviews) ✓ Verified | | **Incident Reports** | 9.3 (15 reviews) ✓ Verified | 9.3 (327 reviews) ✓ Verified | | **Process Workflow** | 8.9 (15 reviews) ✓ Verified | 9.1 (379 reviews) ✓ Verified | #### Management | Feature | BMC Helix Remedyforce | ServiceNow IT Service Management | |---|---|---| | **Reporting** | 9.1 (15 reviews) ✓ Verified | 8.9 (328 reviews) ✓ Verified | | **Administration Console** | 8.8 (15 reviews) ✓ Verified | 8.6 (247 reviews) ✓ Verified | | **Access Management** | 8.9 (15 reviews) ✓ Verified | 8.8 (244 reviews) ✓ Verified | | **Asset Management** | 9.1 (13 reviews) ✓ Verified | 8.9 (242 reviews) ✓ Verified | | **Policy Dictation** | 8.2 (13 reviews) | 8.4 (223 reviews) | #### Functionality | Feature | BMC Helix Remedyforce | ServiceNow IT Service Management | |---|---|---| | **Ticketing System** | 9.4 (15 reviews) ✓ Verified | 9.5 (425 reviews) ✓ Verified | | **Performance Logging** | 8.8 (15 reviews) | 8.7 (229 reviews) | | **Alerting** | 8.8 (15 reviews) ✓ Verified | 8.7 (235 reviews) ✓ Verified | | **Automation** | 8.8 (15 reviews) ✓ Verified | 9.1 (354 reviews) ✓ Verified | #### Agentic AI - IT Service Management (ITSM) Tools | Feature | BMC Helix Remedyforce | ServiceNow IT Service Management | |---|---|---| | **Autonomous Task Execution** | Not enough data | 7.6 (56 reviews) | | **Multi-step Planning** | Not enough data | 7.6 (48 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 | 7.5 (52 reviews) | | **Proactive Assistance** | Not enough data | 7.3 (51 reviews) | | **Decision Making** | Not enough data | 7.7 (53 reviews) | ### Incident Management | Product | Score | Reviews | |---|---|---| | **BMC Helix Remedyforce** | N/A | N/A | | **ServiceNow IT Service Management** | 8.3/10 | 314 | #### Monitoring | Feature | BMC Helix Remedyforce | ServiceNow IT Service Management | |---|---|---| | **Constant Monitoring** | Not enough data | 8.9 (225 reviews) ✓ Verified | | **Timely Alerts** | Not enough data | 9.1 (243 reviews) ✓ Verified | | **TIcket Accuracy** | Not enough data | 9.1 (248 reviews) ✓ Verified | | **AI Monitoring** | Not enough data | 7.7 (33 reviews) | #### Management Tools | Feature | BMC Helix Remedyforce | ServiceNow IT Service Management | |---|---|---| | **Ticket Assignment** | Not enough data | 9.2 (253 reviews) ✓ Verified | | **Standardization** | Not enough data | 9.1 (254 reviews) | | **Lifecycle Visualization** | Not enough data | 8.7 (237 reviews) ✓ Verified | #### Generative AI | Feature | BMC Helix Remedyforce | ServiceNow IT Service Management | |---|---|---| | **AI Text Generation** | Not enough data | 8.3 (108 reviews) | | **AI Text Summarization** | Not enough data | 8.3 (124 reviews) | #### Agentic AI - Incident Management | Feature | BMC Helix Remedyforce | 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 | 8.0 (35 reviews) | | **Adaptive Learning** | Not enough data | 7.6 (28 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 | 7.9 (30 reviews) | ### Service Desk | Product | Score | Reviews | |---|---|---| | **BMC Helix Remedyforce** | 8.5/10 | 20 | | **ServiceNow IT Service Management** | 8.5/10 | 408 | #### Incident Management | Feature | BMC Helix Remedyforce | ServiceNow IT Service Management | |---|---|---| | **Automate Ticket Routing** | 8.7 (15 reviews) | 9.0 (333 reviews) | | **Ticket Prioritization** | 8.9 (15 reviews) | 9.0 (327 reviews) | | **Ticket Notifications** | 9.1 (13 reviews) | 9.1 (334 reviews) | | **Knowledge Base** | 8.9 (15 reviews) | 8.8 (321 reviews) | | **Knowledge Base/Ticket Integration** | 8.7 (13 reviews) | 8.8 (306 reviews) | #### Reporting | Feature | BMC Helix Remedyforce | ServiceNow IT Service Management | |---|---|---| | **Dashboards** | 8.8 (17 reviews) | 8.8 (330 reviews) | | **Time Tracking** | 8.4 (15 reviews) | 8.8 (290 reviews) | | **Surveys** | 8.2 (14 reviews) | 8.5 (179 reviews) | #### Access & Usability | Feature | BMC Helix Remedyforce | ServiceNow IT Service Management | |---|---|---| | **Mobile** | 7.5 (12 reviews) | 8.0 (240 reviews) | | **Self Service** | 8.1 (15 reviews) | 8.8 (304 reviews) | | **Active Directory** | 8.6 (15 reviews) | 8.5 (263 reviews) | | **Multi-Channel Access** | 8.5 (14 reviews) | 8.8 (167 reviews) | #### Agentic AI - Service Desk | Feature | BMC Helix Remedyforce | ServiceNow IT Service Management | |---|---|---| | **Autonomous Task Execution** | Not enough data | 8.2 (24 reviews) | | **Multi-step Planning** | Not enough data | 8.2 (22 reviews) | | **Cross-system Integration** | Not enough data | 8.7 (34 reviews) | | **Adaptive Learning** | Not enough data | 8.0 (20 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 Remedyforce | ServiceNow IT Service Management | |---|---|---| | **Small-Business** | 11.1% | 5.8% | | **Mid-Market** | 33.3% | 21.1% | | **Enterprise** | 55.6% | 73.1% | ### By Industry #### BMC Helix Remedyforce - **Information Technology and Services:** 34.8% - **Computer Software:** 17.4% - **Financial Services:** 6.5% - **Airlines/Aviation:** 2.2% - **Automotive:** 2.2% - **Banking:** 2.2% - **Computer Networking:** 2.2% - **Construction:** 2.2% - **Consumer Goods:** 2.2% - **Education Management:** 2.2% - **Other:** 26.1% #### ServiceNow IT Service Management - **Information Technology and Services:** 24.3% - **Hospital & Health Care:** 7.3% - **Computer Software:** 6.6% - **Financial Services:** 5.8% - **Computer & Network Security:** 3.5% - **Insurance:** 3.5% - **Higher Education:** 3.2% - **Banking:** 2.9% - **Manufacturing:** 2.4% - **Retail:** 2.4% - **Other:** 38.1% --- ## Alternatives ### Alternatives to BMC Helix Remedyforce - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (989 reviews) - [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (287 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1345 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews) - [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (753 reviews) - [CA Service Desk Manager](https://www.g2.com/products/ca-service-desk-manager/reviews) — 4.2/5 stars (20 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) - [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) ### Alternatives to ServiceNow IT Service Management - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1345 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (989 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 (5002 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (753 reviews) - [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (296 reviews) - [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (287 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 (630 reviews) --- ## Top Discussions ### BMC Helix Remedyforce 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-helix-remedyforce-vs-servicenow-it-service-management)