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At a Glance
Market Segments
Enterprise (75.2% of reviews)
Mid-Market (59.9% of reviews)
Entry-Level Pricing
No pricing available
Free Trial 1 Agent Per Year
BMC Helix ITSM
Star Rating
(287)3.7 out of 5
Market Segments
Enterprise (75.2% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about BMC Helix ITSMSysAid
Star Rating
(731)4.5 out of 5
Market Segments
Mid-Market (59.9% of reviews)
Pros & Cons
Entry-Level Pricing
Free Trial 1 Agent Per Year
Free Trial is available
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that BMC Helix ITSM excels in its ticketing system with a score of 9.8, which reviewers mention provides a robust and efficient way to manage incidents, while SysAid, with a score of 9.4, is noted for its user-friendly interface but lacks some advanced features.
- Reviewers mention that BMC Helix ITSM's reporting capabilities shine with a score of 9.4, particularly highlighting the detailed analytics and dashboards, whereas SysAid, scoring 8.8, is seen as adequate but not as comprehensive in its reporting features.
- Users on G2 report that BMC Helix ITSM's automation features, scoring 9.2, are highly effective for streamlining workflows, while SysAid, with a score of 8.6, is appreciated for its automation but is considered less powerful in complex scenarios.
- Reviewers say that the quality of support for SysAid is a standout feature, scoring 9.0, with many users praising the responsiveness and helpfulness of the support team, while BMC Helix ITSM, scoring 7.5, has received mixed reviews regarding support quality.
- G2 users report that SysAid's self-service capabilities, scoring 8.8, are particularly strong, allowing users to resolve issues independently, while BMC Helix ITSM, with a score of 7.8, is seen as less intuitive in this area.
- Users say that BMC Helix ITSM's change management feature is robust, scoring 8.8, which is crucial for enterprise-level clients, while SysAid matches this score but is often viewed as more suited for mid-market needs, leading to a perception of less complexity in its change management processes.
Pricing
Entry-Level Pricing
BMC Helix ITSM
No pricing availableSysAid
Help Desk
Free Trial
1 Agent Per Year
A comprehensive, generative AI Help Desk platform, revolutionizing IT ticket management and service delivery.
- AI Chatbot
- Asset Management
- Self-Service Portal
Free Trial
BMC Helix ITSM
No trial information availableSysAid
Free Trial is available
Ratings
Meets Requirements
8.0
243
8.9
587
Ease of Use
7.2
246
8.9
590
Ease of Setup
7.0
85
8.5
519
Ease of Admin
7.2
83
8.8
516
Quality of Support
7.5
212
9.0
579
Has the product been a good partner in doing business?
7.9
77
9.1
508
Product Direction (% positive)
6.1
242
9.1
558
Features by Category
Ticket and Case Management
Not enough data
8.9
43
Not enough data
8.7
45
Not enough data
8.4
45
Not enough data
8.2
43
Not enough data
8.2
45
Not enough data
8.4
45
Not enough data
8.6
44
Not enough data
8.2
42
Generative AI
Not enough data
7.7
37
Not enough data
7.6
37
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Not enough data
8.8
44
Not enough data
9.0
42
Not enough data
8.1
42
Not enough data
6.0
38
Not enough data
5.7
39
Platform
Not enough data
6.8
46
Not enough data
8.3
46
Not enough data
8.9
45
Not enough data
8.2
45
Not enough data
8.7
45
Not enough data
8.7
44
Administration
8.8
16
|
Verified
8.8
232
|
Verified
8.6
17
|
Verified
8.7
263
|
Verified
9.3
16
|
Verified
8.8
270
|
Verified
Service Desk
9.0
19
|
Verified
9.5
287
|
Verified
9.2
19
|
Verified
9.3
279
|
Verified
9.0
17
|
Verified
8.9
255
|
Verified
Management
9.4
9
|
Verified
8.7
251
|
Verified
7.7
8
|
Verified
9.0
254
|
Verified
8.3
9
|
Verified
8.7
236
|
Verified
8.7
9
|
Verified
8.7
236
|
Verified
7.6
9
|
Verified
8.3
180
|
Verified
Functionality
9.4
9
|
Verified
9.4
262
|
Verified
8.3
9
|
Verified
8.8
222
|
Verified
9.1
9
|
Verified
8.9
229
|
Verified
9.1
9
|
Verified
8.5
218
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Functionality
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Issue Resolution
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AIOps Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
Feature Not Available
9.0
406
8.6
103
8.9
418
8.3
104
9.1
426
7.9
85
8.4
388
7.9
87
8.5
375
Reporting
7.9
90
8.6
415
7.9
87
8.4
388
Feature Not Available
8.3
325
Access & Usability
6.6
55
7.4
295
7.8
85
8.8
392
7.9
77
9.0
384
7.7
62
8.6
312
Agentic AI - Service Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
BMC Helix ITSM and SysAid are categorized as IT Service Management (ITSM) Tools and Service Desk
Unique Categories
BMC Helix ITSM has no unique categories
SysAid is categorized as Help Desk and AIOps Platforms
Reviews
Reviewers' Company Size
BMC Helix ITSM
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
SysAid
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
33.9%
Telecommunications
8.9%
Hospital & Health Care
6.6%
Computer Software
6.3%
Higher Education
3.7%
Other
40.6%
Information Technology and Services
14.2%
Hospital & Health Care
7.3%
Financial Services
4.6%
Banking
4.2%
Computer Software
3.2%
Other
66.5%
Alternatives
Discussions
BMC Helix ITSM has no discussions with answers
Does SysAid allow for modern authentication on monitored email?
2 Comments
Official Response from SysAid
In SysAid we have automated email integration, which is affected by Microsoft’s announcement that they’re retiring basic authentication for Office 365 email...Read more
SysAid compatibility with Exchange Server 2013 and above ?
1 Comment
BU
Yes, SysAid works with Exchange 2013 & higher.
Read more
I'm interested in how others have implemented it and uses that may be beneficial to our company.
1 Comment
BU
We have implemented this as the full cloud solution. We have an on Perm Server for Patch Management as well.
Read more
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