# BMC Helix ITSM vs SolarWinds Service Desk Comparison --- ## AI Generated Summary - **G2 reviewers report** that SolarWinds Service Desk excels in user experience, with an intuitive interface that makes navigation easy for all users. Many appreciate the straightforward design and the ability to add approval steps into workflows, enhancing overall efficiency. - **Users say** that BMC Helix ITSM offers robust automation features, streamlining IT operations through ITIL-aligned workflows. Reviewers highlight its ability to improve service quality and reduce manual effort, making it a strong choice for organizations focused on operational efficiency. - **According to verified reviews** , SolarWinds Service Desk stands out for its quick implementation process. Users have noted that the onboarding experience is smooth, allowing teams to get up and running without significant delays, which is crucial for businesses needing immediate support solutions. - **Reviewers mention** that while BMC Helix ITSM has a user-friendly drag-and-drop UI, some users find it challenging to configure for specific workflows. This can lead to frustration for teams that require tailored solutions, indicating a potential area for improvement. - **G2 reviewers highlight** the quality of support provided by SolarWinds Service Desk, with many users praising the responsive customer service. This level of support is a significant advantage for organizations that rely on timely assistance to resolve issues quickly. - **Users report** that BMC Helix ITSM shines in its reporting capabilities, with advanced analytics features that help teams track performance and make data-driven decisions. However, some users feel that the overall ease of use could be improved compared to SolarWinds Service Desk, which is often described as more accessible. | | BMC Helix ITSM | SolarWinds Service Desk | |---|---|---| | **Star Rating** | 3.7 out of 5 | 4.3 out of 5 | | **Total Reviews** | 294 | 785 | | **Largest Market Segment** | Enterprise (74.9% of reviews) | Mid-Market (68.3% of reviews) | | **Entry Level Price** | No pricing available | $39.00 Per Month | --- ## Top Pros & Cons ### BMC Helix ITSM Pros: - Ease of Use (5 reviews) - Ticket Management (4 reviews) Cons: - Bugs (1 reviews) - Complexity (1 reviews) ### SolarWinds Service Desk Pros: - Ticketing System (8 reviews) - Asset Management (7 reviews) Cons: - Missing Features (5 reviews) - Asset Management (4 reviews) --- ## Ratings Comparison | Rating | BMC Helix ITSM | SolarWinds Service Desk | |---|---|---| | **Meets Requirements** | 8.0 (247 reviews) | 8.6 (694 reviews) | | **Ease of Use** | 7.1 (250 reviews) | 9.0 (712 reviews) | | **Ease of Setup** | 7.0 (90 reviews) | 8.6 (572 reviews) | | **Ease of Admin** | 7.2 (83 reviews) | 8.9 (580 reviews) | | **Quality of Support** | 7.5 (216 reviews) | 8.9 (681 reviews) | | **Has the product been a good partner in doing business?** | 7.9 (77 reviews) | 9.0 (560 reviews) | | **Product Direction (% positive)** | 6.1 (246 reviews) | 9.0 (678 reviews) | --- ## Pricing ### BMC Helix ITSM #### Entry-Level Pricing No pricing available #### Free Trial No information available ### SolarWinds Service Desk #### Entry-Level Pricing Plan: ESSENTIALS Price: $39.00 Per Month Description: Includes: Key Features: - Incident Management - Knowledge Base - Service Portal [Browse all 3 editions](https://www.g2.com/products/solarwinds-service-desk/pricing) #### Free Trial Yes --- ## Features Comparison By Category ### IT Service Management (ITSM) Tools | Product | Score | Reviews | |---|---|---| | **BMC Helix ITSM** | 8.8/10 | 30 | | **SolarWinds Service Desk** | 8.5/10 | 143 | #### Administration | Feature | BMC Helix ITSM | SolarWinds Service Desk | |---|---|---| | **Change Management** | 8.8 (17 reviews) ✓ Verified | 8.7 (106 reviews) ✓ Verified | | **Asset Management** | 8.7 (18 reviews) ✓ Verified | 8.5 (114 reviews) ✓ Verified | | **Reports & Analytics** | 9.3 (16 reviews) ✓ Verified | 8.3 (122 reviews) ✓ Verified | #### Service Desk | Feature | BMC Helix ITSM | SolarWinds Service Desk | |---|---|---| | **Help Desk** | 9.1 (22 reviews) ✓ Verified | 9.3 (128 reviews) ✓ Verified | | **Incident Reports** | 9.2 (20 reviews) ✓ Verified | 9.2 (126 reviews) ✓ Verified | | **Process Workflow** | 9.0 (17 reviews) ✓ Verified | 8.7 (124 reviews) ✓ Verified | #### Management | Feature | BMC Helix ITSM | SolarWinds Service Desk | |---|---|---| | **Reporting** | 9.5 (10 reviews) ✓ Verified | 8.1 (68 reviews) ✓ Verified | | **Administration Console** | 7.6 (9 reviews) ✓ Verified | 8.8 (66 reviews) ✓ Verified | | **Access Management** | 8.5 (10 reviews) ✓ Verified | 8.5 (65 reviews) ✓ Verified | | **Asset Management** | 8.7 (9 reviews) ✓ Verified | 8.3 (61 reviews) ✓ Verified | | **Policy Dictation** | 7.6 (11 reviews) ✓ Verified | 7.5 (48 reviews) ✓ Verified | #### Functionality | Feature | BMC Helix ITSM | SolarWinds Service Desk | |---|---|---| | **Ticketing System** | 9.6 (12 reviews) ✓ Verified | 9.2 (74 reviews) ✓ Verified | | **Performance Logging** | 8.3 (9 reviews) ✓ Verified | 8.2 (55 reviews) ✓ Verified | | **Alerting** | 9.1 (11 reviews) ✓ Verified | 8.7 (62 reviews) ✓ Verified | | **Automation** | 8.8 (12 reviews) ✓ Verified | 8.1 (67 reviews) ✓ Verified | #### Agentic AI - IT Service Management (ITSM) Tools | Feature | BMC Helix ITSM | SolarWinds Service Desk | |---|---|---| | **Autonomous Task Execution** | Not enough data | Feature Not Available | | **Multi-step Planning** | Not enough data | Feature Not Available | | **Cross-system Integration** | Not enough data | Feature Not Available | | **Adaptive Learning** | Not enough data | Feature Not Available | | **Natural Language Interaction** | Not enough data | Feature Not Available | | **Proactive Assistance** | Not enough data | Feature Not Available | | **Decision Making** | Not enough data | Feature Not Available | ### Incident Management | Product | Score | Reviews | |---|---|---| | **BMC Helix ITSM** | N/A | N/A | | **SolarWinds Service Desk** | 7.6/10 | 108 | #### Monitoring | Feature | BMC Helix ITSM | SolarWinds Service Desk | |---|---|---| | **Constant Monitoring** | Not enough data | 8.4 (76 reviews) ✓ Verified | | **Timely Alerts** | Not enough data | 8.5 (85 reviews) ✓ Verified | | **TIcket Accuracy** | Not enough data | 8.8 (90 reviews) ✓ Verified | | **AI Monitoring** | Not enough data | 4.3 (9 reviews) | #### Management Tools | Feature | BMC Helix ITSM | SolarWinds Service Desk | |---|---|---| | **Ticket Assignment** | Not enough data | 9.0 (96 reviews) ✓ Verified | | **Standardization** | Not enough data | 8.7 (99 reviews) ✓ Verified | | **Lifecycle Visualization** | Not enough data | 8.4 (85 reviews) ✓ Verified | #### Generative AI | Feature | BMC Helix ITSM | SolarWinds Service Desk | |---|---|---| | **AI Text Generation** | Not enough data | 5.9 (24 reviews) | | **AI Text Summarization** | Not enough data | 6.5 (24 reviews) | #### Agentic AI - Incident Management | Feature | BMC Helix ITSM | SolarWinds Service Desk | |---|---|---| | **Autonomous Task Execution** | Not enough data | Feature Not Available | | **Multi-step Planning** | Not enough data | Feature Not Available | | **Cross-system Integration** | Not enough data | Feature Not Available | | **Adaptive Learning** | Not enough data | Feature Not Available | | **Natural Language Interaction** | Not enough data | Feature Not Available | | **Proactive Assistance** | Not enough data | Feature Not Available | | **Decision Making** | Not enough data | Feature Not Available | ### IT Asset Management | Product | Score | Reviews | |---|---|---| | **BMC Helix ITSM** | N/A | N/A | | **SolarWinds Service Desk** | 8.2/10 | 76 | #### Asset Inventory | Feature | BMC Helix ITSM | SolarWinds Service Desk | |---|---|---| | **Hardware Asset Inventory** | Not enough data | 8.6 (66 reviews) | | **Software Asset Inventory** | Not enough data | 8.4 (63 reviews) | | **Cloud Asset Inventory** | Not enough data | 8.1 (50 reviews) | | **Mobile Asset Inventory** | Not enough data | 8.0 (50 reviews) | | **Asset Discovery** | Not enough data | 8.0 (60 reviews) | #### Generative AI | Feature | BMC Helix ITSM | SolarWinds Service Desk | |---|---|---| | **AI Text Generation** | Not enough data | Feature Not Available | | **AI Text Generation** | Not enough data | Feature Not Available | #### Agentic AI - IT Asset Management | Feature | BMC Helix ITSM | SolarWinds Service Desk | |---|---|---| | **Autonomous Task Execution** | Not enough data | Feature Not Available | | **Multi-step Planning** | Not enough data | Feature Not Available | | **Cross-system Integration** | Not enough data | Feature Not Available | | **Adaptive Learning** | Not enough data | Feature Not Available | | **Natural Language Interaction** | Not enough data | Feature Not Available | | **Proactive Assistance** | Not enough data | Feature Not Available | | **Decision Making** | Not enough data | Feature Not Available | #### Management | Feature | BMC Helix ITSM | SolarWinds Service Desk | |---|---|---| | **Central Dashboard** | Not enough data | 8.6 (65 reviews) | | **Asset Policy Management** | Not enough data | 8.0 (9 reviews) | | **Risk Management** | Not enough data | 8.0 (9 reviews) | | **Integrations** | Not enough data | 8.1 (57 reviews) | ### Software Asset Management Tools | Product | Score | Reviews | |---|---|---| | **BMC Helix ITSM** | N/A | N/A | | **SolarWinds Service Desk** | N/A | N/A | #### Functionality | Feature | BMC Helix ITSM | SolarWinds Service Desk | |---|---|---| | **Software inventory and lifecycle management** | Not enough data | Not enough data | | **License entitlement and usage management** | Not enough data | Not enough data | | **Vendor management and compliance** | Not enough data | Not enough data | | **Automated end user license provisioning** | Not enough data | Not enough data | | **Approved app catalogue** | Not enough data | Not enough data | | **Customized alerts** | Not enough data | Not enough data | #### Agentic AI - Software Asset Management Tools | Feature | BMC Helix ITSM | SolarWinds Service Desk | |---|---|---| | **Autonomous Task Execution** | Not enough data | Feature Not Available | | **Multi-step Planning** | Not enough data | Feature Not Available | | **Cross-system Integration** | Not enough data | Feature Not Available | | **Adaptive Learning** | Not enough data | Feature Not Available | | **Natural Language Interaction** | Not enough data | Feature Not Available | | **Proactive Assistance** | Not enough data | Feature Not Available | | **Decision Making** | Not enough data | Feature Not Available | #### Risk assessment | Feature | BMC Helix ITSM | SolarWinds Service Desk | |---|---|---| | **Shadow IT detection** | Not enough data | Feature Not Available | | **Software vulnerability assessment** | Not enough data | Feature Not Available | | **Redundant software functionality identification** | Not enough data | Feature Not Available | ### Service Desk | Product | Score | Reviews | |---|---|---| | **BMC Helix ITSM** | 7.8/10 | 115 | | **SolarWinds Service Desk** | 8.3/10 | 488 | #### Incident Management | Feature | BMC Helix ITSM | SolarWinds Service Desk | |---|---|---| | **Automate Ticket Routing** | Feature Not Available | 8.6 (430 reviews) | | **Ticket Prioritization** | 8.6 (104 reviews) | 8.6 (423 reviews) | | **Ticket Notifications** | 8.4 (105 reviews) | 8.8 (459 reviews) | | **Knowledge Base** | 7.8 (85 reviews) | 8.3 (412 reviews) | | **Knowledge Base/Ticket Integration** | 7.8 (87 reviews) | 8.5 (396 reviews) | #### Reporting | Feature | BMC Helix ITSM | SolarWinds Service Desk | |---|---|---| | **Dashboards** | 7.8 (93 reviews) | 8.3 (455 reviews) | | **Time Tracking** | 7.9 (89 reviews) | 8.2 (356 reviews) | | **Surveys** | Feature Not Available | 8.0 (329 reviews) | #### Access & Usability | Feature | BMC Helix ITSM | SolarWinds Service Desk | |---|---|---| | **Mobile** | 6.6 (55 reviews) | 7.2 (359 reviews) | | **Self Service** | 7.7 (84 reviews) | 8.5 (401 reviews) | | **Active Directory** | 7.9 (77 reviews) | 8.3 (340 reviews) | | **Multi-Channel Access** | 7.7 (62 reviews) | 8.5 (276 reviews) | #### Agentic AI - Service Desk | Feature | BMC Helix ITSM | SolarWinds Service Desk | |---|---|---| | **Autonomous Task Execution** | Not enough data | Feature Not Available | | **Multi-step Planning** | Not enough data | Feature Not Available | | **Cross-system Integration** | Not enough data | Feature Not Available | | **Adaptive Learning** | Not enough data | Feature Not Available | | **Natural Language Interaction** | Not enough data | Feature Not Available | | **Proactive Assistance** | Not enough data | Feature Not Available | | **Decision Making** | Not enough data | Feature Not Available | --- ## 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 SolarWinds Service Desk (3):** [IT Asset Management Software](https://www.g2.com/categories/it-asset-management), [Incident Management Software](https://www.g2.com/categories/incident-management), [Software Asset Management (SAM) Tools](https://www.g2.com/categories/software-asset-management-tools) --- ## Reviewer Demographics ### By Company Size | Segment | BMC Helix ITSM | SolarWinds Service Desk | |---|---|---| | **Small-Business** | 4.4% | 7.9% | | **Mid-Market** | 20.7% | 68.3% | | **Enterprise** | 74.9% | 23.7% | ### By Industry #### BMC Helix ITSM - **Information Technology and Services:** 34.5% - **Telecommunications:** 8.7% - **Hospital & Health Care:** 6.9% - **Computer Software:** 6.2% - **Higher Education:** 3.6% - **Government Administration:** 2.9% - **Education Management:** 2.2% - **Banking:** 2.2% - **Retail:** 2.2% - **Internet:** 2.2% - **Other:** 28.4% #### SolarWinds Service Desk - **Information Technology and Services:** 12.5% - **Hospital & Health Care:** 7.5% - **Higher Education:** 4.8% - **Education Management:** 4.8% - **Financial Services:** 4.3% - **Computer Software:** 4.1% - **Construction:** 3.2% - **Retail:** 3.1% - **Insurance:** 3.1% - **Non-Profit Organization Management:** 2.7% - **Other:** 49.8% --- ## Alternatives ### Alternatives to BMC Helix ITSM - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1902 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1339 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews) - [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (280 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 SolarWinds Service Desk - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1339 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1902 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews) - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews) - [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1220 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews) - [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4548 reviews) - [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews) - [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews) - [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (966 reviews) --- ## Top Discussions ### BMC Helix ITSM No discussions available for this product. ### SolarWinds Service Desk - Title: [How do I upload a solution article using tablets or phones?](https://www.g2.com/discussions/32754-how-do-i-upload-a-solution-article-using-tablets-or-phones) — 1 comment, 1 upvote > **Top comment:** "Unfortunately, we can’t create Solutions from the mobile app. " - Title: [Windows Installer](https://www.g2.com/discussions/windows-installer-8d44379e-0179-4f26-9745-c6a388d84665) — 1 comment, 1 upvote > **Top comment:** "This one is easy. When Samanage became Solarwinds we quit using the product and went elsewhere. Samanage had an EXE and an ISO. I'm none to interested in..." --- **Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/bmc-software-bmc-helix-itsm-vs-solarwinds-service-desk)