# BMC Helix ITSM, EasyVista Service Manager vs CA Service Desk Manager Comparison | | BMC Helix ITSM | EasyVista Service Manager | CA Service Desk Manager | |---|---|---|---| | **Star Rating** | 3.7 out of 5 | 4.0 out of 5 | 4.2 out of 5 | | **Total Reviews** | 296 | 102 | 20 | | **Largest Market Segment** | Enterprise (74.7% of reviews) | Enterprise (61.9% of reviews) | Enterprise (52.6% of reviews) | | **Entry Level Price** | No pricing available | 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) ### EasyVista Service Manager Pros: - Integrations (5 reviews) - Ease of Use (3 reviews) Cons: - Complex Configuration (1 reviews) - Complexity (1 reviews) ### CA Service Desk Manager **Not enough data** --- ## Ratings Comparison | Rating | BMC Helix ITSM | EasyVista Service Manager | CA Service Desk Manager | |---|---|---|---| | **Meets Requirements** | 8.0 (249 reviews) | 8.1 (95 reviews) | 8.5 (14 reviews) | | **Ease of Use** | 7.1 (252 reviews) | 7.2 (95 reviews) | 8.1 (14 reviews) | | **Ease of Setup** | 7.0 (92 reviews) | 7.5 (80 reviews) | 6.9 (6 reviews) | | **Ease of Admin** | 7.2 (83 reviews) | 7.6 (78 reviews) | 7.8 (6 reviews) | | **Quality of Support** | 7.5 (218 reviews) | 7.8 (88 reviews) | 8.3 (14 reviews) | | **Has the product been a good partner in doing business?** | 7.9 (77 reviews) | 8.2 (73 reviews) | 7.8 (6 reviews) | | **Product Direction (% positive)** | 6.1 (248 reviews) | 7.9 (88 reviews) | 6.4 (13 reviews) | --- ## Pricing ### BMC Helix ITSM #### Entry-Level Pricing No pricing available #### Free Trial No information available ### EasyVista Service Manager #### Entry-Level Pricing No pricing available #### Free Trial No information available ### CA Service Desk Manager #### 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 | | **EasyVista Service Manager** | 8.3/10 | 15 | | **CA Service Desk Manager** | 8.6/10 | 9 | #### Administration | Feature | BMC Helix ITSM | EasyVista Service Manager | CA Service Desk Manager | |---|---|---|---| | **Change Management** | 8.9 (19 reviews) ✓ Verified | 9.2 (12 reviews) ✓ Verified | 9.0 (7 reviews) ✓ Verified | | **Asset Management** | 8.6 (19 reviews) ✓ Verified | 9.0 (12 reviews) ✓ Verified | 7.9 (7 reviews) ✓ Verified | | **Reports & Analytics** | 9.3 (16 reviews) ✓ Verified | 8.2 (13 reviews) ✓ Verified | 7.9 (8 reviews) ✓ Verified | | **IT Asset Management** | Not enough data | Not enough data | Not enough data | | **Knowledge Management** | Not enough data | Not enough data | Not enough data | | **Project Management** | Not enough data | Not enough data | Not enough data | | **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | Not enough data | | **Task Management** | Not enough data | Not enough data | Not enough data | | **Service Request Management** | Not enough data | Not enough data | Not enough data | | **Release Management** | Not enough data | Not enough data | Not enough data | | **Configuration Management** | Not enough data | Not enough data | Not enough data | | **Ticket Management** | Not enough data | Not enough data | Not enough data | | **Workflow Management** | Not enough data | Not enough data | Not enough data | | **Problem Management** | Not enough data | Not enough data | Not enough data | | **Incident Management** | Not enough data | Not enough data | Not enough data | | **Contract/License Management** | Not enough data | Not enough data | Not enough data | | **Support Ticket Management** | Not enough data | Not enough data | Not enough data | | **Knowledge Base Management** | Not enough data | Not enough data | Not enough data | | **Capacity Management** | Not enough data | Not enough data | Not enough data | | **Availability Management** | Not enough data | Not enough data | Not enough data | | **Inventory Management** | Not enough data | Not enough data | Not enough data | #### Service Desk | Feature | BMC Helix ITSM | EasyVista Service Manager | CA Service Desk Manager | |---|---|---|---| | **Help Desk** | 9.1 (22 reviews) ✓ Verified | 8.7 (14 reviews) ✓ Verified | 9.0 (7 reviews) ✓ Verified | | **Incident Reports** | 9.2 (20 reviews) ✓ Verified | 8.7 (13 reviews) ✓ Verified | 7.9 (7 reviews) ✓ Verified | | **Process Workflow** | 9.0 (19 reviews) ✓ Verified | 9.0 (13 reviews) ✓ Verified | 8.3 (7 reviews) ✓ Verified | | **Customizable Reports** | Not enough data | Not enough data | Not enough data | #### Management | Feature | BMC Helix ITSM | EasyVista Service Manager | CA Service Desk Manager | |---|---|---|---| | **Reporting** | 9.5 (10 reviews) ✓ Verified | 7.6 (14 reviews) ✓ Verified | 7.9 (8 reviews) ✓ Verified | | **Administration Console** | 7.6 (9 reviews) ✓ Verified | 7.8 (13 reviews) ✓ Verified | 9.0 (7 reviews) ✓ Verified | | **Access Management** | 8.5 (10 reviews) ✓ Verified | 7.9 (13 reviews) ✓ Verified | 8.3 (6 reviews) ✓ Verified | | **Asset Management** | 8.7 (9 reviews) ✓ Verified | 8.3 (14 reviews) ✓ Verified | 8.3 (7 reviews) ✓ Verified | | **Policy Dictation** | 7.6 (11 reviews) ✓ Verified | 7.9 (12 reviews) ✓ Verified | 8.1 (7 reviews) | | **Real-Time Reporting** | Not enough data | Not enough data | Not enough data | #### Functionality | Feature | BMC Helix ITSM | EasyVista Service Manager | CA Service Desk Manager | |---|---|---|---| | **Ticketing System** | 9.5 (14 reviews) ✓ Verified | 8.8 (12 reviews) ✓ Verified | 9.3 (7 reviews) ✓ Verified | | **Performance Logging** | 8.3 (9 reviews) ✓ Verified | 7.7 (10 reviews) ✓ Verified | 9.2 (6 reviews) | | **Alerting** | 9.1 (11 reviews) ✓ Verified | 7.6 (11 reviews) ✓ Verified | 9.2 (6 reviews) ✓ Verified | | **Automation** | 8.7 (14 reviews) ✓ Verified | 8.2 (12 reviews) ✓ Verified | 9.4 (6 reviews) ✓ Verified | #### Agentic AI - IT Service Management (ITSM) Tools | Feature | BMC Helix ITSM | EasyVista Service Manager | CA Service Desk Manager | |---|---|---|---| | **Autonomous Task Execution** | Not enough data | 7.3 (5 reviews) | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | 8.7 (5 reviews) | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | 7.7 (5 reviews) | Not enough data | | **Decision Making** | Not enough data | 8.7 (5 reviews) | Not enough data | | **Third-Party Integrations** | Not enough data | Not enough data | Not enough data | | **Resource Allocation & Planning** | Not enough data | Not enough data | Not enough data | | **Multi-Language** | Not enough data | Not enough data | Not enough data | #### Additional Functionality | Feature | BMC Helix ITSM | EasyVista Service Manager | CA Service Desk Manager | |---|---|---|---| | **Prioritization** | Not enough data | Not enough data | Not enough data | | **Service History** | Not enough data | Not enough data | Not enough data | | **Client Portal** | Not enough data | Not enough data | Not enough data | | **Customizable Forms** | Not enough data | Not enough data | Not enough data | | **AI Copilot** | Not enough data | Not enough data | Not enough data | | **API** | Not enough data | Not enough data | Not enough data | | **Service Catalog** | Not enough data | Not enough data | Not enough data | | **Real-Time Notifications** | Not enough data | Not enough data | Not enough data | | **SSL Security** | Not enough data | Not enough data | Not enough data | | **Activity Dashboard** | Not enough data | Not enough data | Not enough data | | **Real-Time Monitoring** | Not enough data | Not enough data | Not enough data | | **Generative AI** | Not enough data | Not enough data | Not enough data | | **Surveys & Feedback** | Not enough data | Not enough data | Not enough data | | **Drag & Drop** | Not enough data | Not enough data | Not enough data | | **Self Service Portal** | Not enough data | Not enough data | Not enough data | | **Alerts/Notifications** | Not enough data | Not enough data | Not enough data | | **Automated Responses** | Not enough data | Not enough data | Not enough data | | **Customizable Branding** | Not enough data | Not enough data | Not enough data | | **Customizable Templates** | Not enough data | Not enough data | Not enough data | | **Support Ticket Tracking** | Not enough data | Not enough data | Not enough data | | **Automated Routing** | Not enough data | Not enough data | Not enough data | | **Macros/Templated Responses** | Not enough data | Not enough data | Not enough data | | **Collaboration Tools** | Not enough data | Not enough data | Not enough data | | **Multi-Channel Communication** | Not enough data | Not enough data | Not enough data | | **Reporting & Statistics** | Not enough data | Not enough data | Not enough data | | **Customizable Fields** | Not enough data | Not enough data | Not enough data | | **Activity Tracking** | Not enough data | Not enough data | Not enough data | | **Search** | Not enough data | Not enough data | Not enough data | | **Alerts/Escalation** | Not enough data | Not enough data | Not enough data | | **Access Controls/Permissions** | Not enough data | Not enough data | Not enough data | | **Dashboard Creation** | Not enough data | Not enough data | Not enough data | | **Remote Access & Monitoring** | Not enough data | Not enough data | Not enough data | | **Asset Tracking** | Not enough data | Not enough data | Not enough data | | **Chat/Messaging** | Not enough data | Not enough data | Not enough data | | **Approval Process Control** | Not enough data | Not enough data | Not enough data | | **Audit Trail** | Not enough data | Not enough data | Not enough data | ### Enterprise Monitoring | Product | Score | Reviews | |---|---|---| | **BMC Helix ITSM** | N/A | N/A | | **EasyVista Service Manager** | N/A | N/A | | **CA Service Desk Manager** | N/A | N/A | #### Functionality | Feature | BMC Helix ITSM | EasyVista Service Manager | CA Service Desk Manager | |---|---|---|---| | **Diverse Systems Monitoring** | Not enough data | Not enough data | Not enough data | | **Real-Time Analytics** | Not enough data | Not enough data | Not enough data | | **Observability** | Not enough data | Not enough data | Not enough data | | **AI/ML Integration** | Not enough data | Not enough data | Not enough data | #### Management | Feature | BMC Helix ITSM | EasyVista Service Manager | CA Service Desk Manager | |---|---|---|---| | **Single Pane of Glass** | Not enough data | Not enough data | Not enough data | | **Dashboards and Visualization** | Not enough data | Not enough data | Not enough data | | **Performance Baselines** | Not enough data | Not enough data | Not enough data | | **Alerting** | Not enough data | Not enough data | Not enough data | #### Agentic AI - Enterprise Monitoring | Feature | BMC Helix ITSM | EasyVista Service Manager | CA Service Desk Manager | |---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | Not enough data | | **Decision Making** | Not enough data | Not enough data | Not enough data | ### Service Desk | Product | Score | Reviews | |---|---|---| | **BMC Helix ITSM** | 7.8/10 | 115 | | **EasyVista Service Manager** | 7.6/10 | 30 | | **CA Service Desk Manager** | 8.0/10 | 19 | #### Incident Management | Feature | BMC Helix ITSM | EasyVista Service Manager | CA Service Desk Manager | |---|---|---|---| | **Automate Ticket Routing** | Feature Not Available | 7.9 (26 reviews) | 8.0 (10 reviews) | | **Ticket Prioritization** | 8.6 (104 reviews) | 7.2 (26 reviews) | 8.7 (10 reviews) | | **Ticket Notifications** | 8.4 (105 reviews) | 7.4 (25 reviews) | 8.5 (10 reviews) | | **Knowledge Base** | 7.8 (85 reviews) | 6.3 (21 reviews) | 7.8 (10 reviews) | | **Knowledge Base/Ticket Integration** | 7.8 (87 reviews) | 6.1 (16 reviews) | 8.1 (9 reviews) | #### Reporting | Feature | BMC Helix ITSM | EasyVista Service Manager | CA Service Desk Manager | |---|---|---|---| | **Dashboards** | 7.8 (93 reviews) | 6.3 (24 reviews) | 7.6 (11 reviews) | | **Time Tracking** | 7.9 (89 reviews) | 6.7 (20 reviews) | 7.2 (10 reviews) | | **Surveys** | Feature Not Available | 7.7 (13 reviews) | 8.2 (10 reviews) | | **Activity Tracking** | Not enough data | Not enough data | Not enough data | #### Access & Usability | Feature | BMC Helix ITSM | EasyVista Service Manager | CA Service Desk Manager | |---|---|---|---| | **Mobile** | 6.6 (55 reviews) | 6.1 (15 reviews) | 7.2 (9 reviews) | | **Self Service** | 7.7 (84 reviews) | 7.8 (20 reviews) | 8.7 (10 reviews) | | **Active Directory** | 7.9 (77 reviews) | 7.9 (20 reviews) | 8.3 (10 reviews) | | **Multi-Channel Access** | 7.7 (62 reviews) | 8.0 (15 reviews) | 8.3 (8 reviews) | #### Agentic AI - Service Desk | Feature | BMC Helix ITSM | EasyVista Service Manager | CA Service Desk Manager | |---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | 8.9 (6 reviews) | Not enough data | | **Cross-system Integration** | Not enough data | 9.3 (7 reviews) | Not enough data | | **Adaptive Learning** | Not enough data | 8.9 (6 reviews) | Not enough data | | **Natural Language Interaction** | Not enough data | 7.3 (5 reviews) | Not enough data | | **Proactive Assistance** | Not enough data | 8.7 (5 reviews) | Not enough data | | **Decision Making** | Not enough data | 8.6 (6 reviews) | Not enough data | | **Third-Party Integrations** | Not enough data | Not enough data | Not enough data | #### Additional Functionality | Feature | BMC Helix ITSM | EasyVista Service Manager | CA Service Desk Manager | |---|---|---|---| | **Project Management** | Not enough data | Not enough data | Not enough data | | **Procurement Management** | Not enough data | Not enough data | Not enough data | | **CMDB** | Not enough data | Not enough data | Not enough data | | **AI Copilot** | Not enough data | Not enough data | Not enough data | | **Generative AI** | Not enough data | Not enough data | Not enough data | | **IT Risk Management** | Not enough data | Not enough data | Not enough data | | **Service Catalog** | Not enough data | Not enough data | Not enough data | | **Inventory Management** | Not enough data | Not enough data | Not enough data | | **Surveys & Feedback** | Not enough data | Not enough data | Not enough data | | **Chat/Messaging** | Not enough data | Not enough data | Not enough data | | **Change Management** | Not enough data | Not enough data | Not enough data | | **Reporting & Statistics** | Not enough data | Not enough data | Not enough data | | **Task Management** | Not enough data | Not enough data | Not enough data | | **Email Templates** | Not enough data | Not enough data | Not enough data | | **Benchmarking** | Not enough data | Not enough data | Not enough data | | **Localization Automation** | Not enough data | Not enough data | Not enough data | | **Real-Time Reporting** | Not enough data | Not enough data | Not enough data | | **Customer Support** | Not enough data | Not enough data | Not enough data | | **Scheduled/Automated Reports** | Not enough data | Not enough data | Not enough data | | **Alerts/Escalation** | Not enough data | Not enough data | Not enough data | | **Release & Deployment** | Not enough data | Not enough data | Not enough data | | **Email Management** | Not enough data | Not enough data | Not enough data | | **Contract/License Management** | Not enough data | Not enough data | Not enough data | | **Workflow Management** | Not enough data | Not enough data | Not enough data | | **Problem Management** | Not enough data | Not enough data | Not enough data | | **Analytics** | Not enough data | Not enough data | Not enough data | | **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | Not enough data | | **Configuration Management** | Not enough data | Not enough data | Not enough data | | **API** | Not enough data | Not enough data | Not enough data | | **IT Asset Management** | Not enough data | Not enough data | Not enough data | | **Remote Access/Control** | Not enough data | Not enough data | Not enough data | | **Live Chat** | Not enough data | Not enough data | Not enough data | | **Customizable Reports** | Not enough data | Not enough data | Not enough data | | **Incident Management** | Not enough data | Not enough data | Not enough data | | **Asset Lifecycle Management** | Not enough data | Not enough data | Not enough data | | **Support Ticket Management** | Not enough data | Not enough data | Not enough data | | **Customizable Templates** | Not enough data | Not enough data | Not enough data | | **Customizable Branding** | Not enough data | Not enough data | Not enough data | --- ## 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 EasyVista Service Manager (1):** [Enterprise Monitoring Software](https://www.g2.com/categories/enterprise-monitoring) --- ## Reviewer Demographics ### By Company Size | Segment | BMC Helix ITSM | EasyVista Service Manager | CA Service Desk Manager | |---|---|---|---| | **Small-Business** | 4.3% | 6.2% | 15.8% | | **Mid-Market** | 20.9% | 32.0% | 31.6% | | **Enterprise** | 74.7% | 61.9% | 52.6% | ### 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% #### EasyVista Service Manager - **Higher Education:** 11.3% - **Information Technology and Services:** 11.3% - **Government Administration:** 8.2% - **Insurance:** 7.2% - **Hospital & Health Care:** 5.2% - **Pharmaceuticals:** 4.1% - **Retail:** 3.1% - **Banking:** 2.1% - **Commercial Real Estate:** 2.1% - **Defense & Space:** 2.1% - **Other:** 43.3% #### CA Service Desk Manager - **Information Technology and Services:** 26.3% - **Education Management:** 10.5% - **Utilities:** 5.3% - **Retail:** 5.3% - **Outsourcing/Offshoring:** 5.3% - **Oil & Energy:** 5.3% - **Logistics and Supply Chain:** 5.3% - **Leisure, Travel & Tourism:** 5.3% - **Hospital & Health Care:** 5.3% - **Higher Education:** 5.3% - **Other:** 21.1% --- ## Alternatives ### Alternatives to BMC Helix ITSM - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1943 reviews) - [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) - [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (291 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (753 reviews) - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (250 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) - [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews) - [iSupport Software](https://www.g2.com/products/isupport-software/reviews) — 4.2/5 stars (22 reviews) ### Alternatives to EasyVista Service Manager - [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) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1943 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (753 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) - [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews) - [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (291 reviews) - [BMC FootPrints](https://www.g2.com/products/bmc-footprints/reviews) — 3.5/5 stars (57 reviews) - [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews) ### Alternatives to CA Service Desk Manager - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (989 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) - [BMC FootPrints](https://www.g2.com/products/bmc-footprints/reviews) — 3.5/5 stars (57 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1345 reviews) - [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (291 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews) - [BMC Helix Remedyforce](https://www.g2.com/products/bmc-helix-remedyforce/reviews) — 3.9/5 stars (49 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (753 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1943 reviews) - [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews) --- ## Top Discussions ### BMC Helix ITSM No discussions available for this product. ### EasyVista Service Manager No discussions available for this product. ### CA Service Desk Manager No discussions available for this product. --- **Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/bmc-software-bmc-helix-itsm-vs-easyvista-service-manager-vs-ca-service-desk-manager)