BMC Helix ITSM Pricing—Does It Offer Value for Money?

Overview of BMC Helix ITSM 

BMC Helix ITSM is a cloud-based IT service management tool that utilizes AI, machine learning, and cognitive email analysis and automated actions to enhance service delivery. It’s an ITIL® 4-certified SaaS and low-/no-code solution for enterprises to quickly build, deploy, and manage IT assets and applications.

The tool offers reporting features enabling users to create custom reports and convert them into dashboards. It also offers a self-service application that is connected with social media and provides virtual and live chat help for resolving customer queries.

Some of the top features include:

• Incident and problem management to create and resolve incidents faster and gain direct visibility into business priorities through integration with a single configuration management database (CMDB)
• Knowledge management to provide key information to customers, right where they need it, and deliver fast and accurate service and support. The tool also offers external knowledge integrations to bring in multiple and disparate sources to help resolve issues.
• Multi-cloud service management to enable effective collaboration with service vendors to troubleshoot and resolve issues. Incident, problem, and change management are tightly integrated with leading agile dev solutions.
• Smart reporting allows the creation of custom reports and dashboards, and users can get automated insights based on the relevance of data.
• Change management allows documentation and coordination of activities for change requests across your entire IT landscape. The tool boasts a 33% reduction in L1 ticket costs as a result of reduced help desk calls.‍
• Release management to track and manage change and deployment activities‍
• BMC Helix Digital Workplace enables intelligent, omnichannel self-service experiences, for example, users can have conversational chatbot experiences that extend to Slackbot, SMS, and Skype.‍
• Asset management enables complete management of IT assets, from procurement to end-of-life.‍
• Configuration management to allow an improved user experience with a modern, persona-based UI.‍
• Service request management: The tool provides a centralized catalog of requests (including price, service-level targets, approval rules) to automate and monitor standard requests.‍
• Service level management: With this feature, enterprises can monitor targets, performance, and compliance with dashboards for the business and IT. Plus, they can analyze trends to spot issues early, prioritize by urgency, and monitor progress toward continuous service improvements.

Several factors must be considered when choosing an ITSM solution for your organization. One of them is pricing. However, after picking an appropriate ITSM solution for your business, you might be confused about which plan would be the best.

In this guide, you’ll learn in-depth about BMC Helix ITSM pricing, its plans and features, and determine whether they meet your business needs and requirements.

BMC Helix ITSM Pricing: Overview of Plans

Pricing is not publicly available on the website. We’ve gathered insights from credible customer review sites to give you a detailed breakdown. For exact pricing information, please contact BMC Helix.

Our research shows:

1. Mid-market customers report BMC Helix ITSM is 21% more expensive than the average ITSM tools, while enterprise customers say it’s 18% more expensive than the average ITSM tools. In fact, several users on Peerspot expressed that BMC Helix ITSM is priced higher than other vendors, and the pricing should come down.
2. As per Salesforce AppExchange, BMC Helix ITSM costs $114.75 per named user, per month for help desk analysts, asset inventory owners, and administrators, with self-service users included at no additional charge.
3. According to a Digital Marketplace pricing sheet

• Service Desk Concurrent User License (per concurrent user — SaaS): £218.15 per month 
• Service Desk User License (per named user — SaaS): £72.70 per month
• Service Optimization Concurrent User License (per concurrent user — SaaS): £231.00 per month
• Service Optimization User License (per named user — SaaS): £77 per month
• Suite Concurrent User License (per concurrent user — SaaS): £395.70 per month
• Suite User License (per named user — SaaS): £131.90 per month

BMC Helix ITSM Customer Support

BMC Helix ITSM for Service Desk Excellence

Consumer demands are rising, while employees are expected to accomplish more with fewer resources. With a more distributed workforce than ever, service desks face immense pressure to boost service levels and efficiency, knowing it directly impacts productivity and employee satisfaction.

In today’s workplace, Digital Employee Experience (DEX) is crucial for enhancing productivity, improving self-service, and driving business success. While business units aim to deliver impactful services, effective collaboration across the company remains a challenge. The urgency for organizations to automate, tailor, and provide essential tools and information for their employees has never been greater.

That’s where a tool like BMC Helix ITSM comes in. Intelligent, configured, multichannel engagements are delivered through a one-stop shop providing business users access to services, knowledge, and policies offered across IT, HR, Facilities, and more.

Some of BMC Helix ITSM’s key features include:

1. Multichannel Self-Service

Intelligent self-service options using AI and machine learning ensure the correct information is received faster and more accurately. Users can converse in the way they prefer and fully resolve issues in the language and channel of choice anytime, anywhere, in any manner with virtual or live agents.

These services are accessible from anywhere, anytime and on any device. Designed for all lines of business with ease of curation, simple, powerful authoring, and KCS® v6 verified knowledge management.

2. Unified Service Catalog

BMC Helix Digital Workplace Advanced, with BMC Helix Digital Workplace Studio, enables employees to order hardware, software, and services in a single-click manner from an intuitive, consumer-like storefront—all while adhering to enterprise-set security and workflow policies.

3. Immersive Multichannel Journeys

With integrated BMC Helix Knowledge Management, employees can quickly find the information they need, boosting both productivity and job satisfaction.

4. Ease of Administration

Whether it's IT, HR, Facilities, or other service delivery teams, enterprises can easily organize and provide the tools and services employees need to boost productivity and enhance their experience. Customizing the experience is easy, from creating sub-catalogs to scaling service delivery with personalized bundles, banners, virtual marketplaces, and more.

5. Improved Collaboration

Businesses can build experiences and improve engagement and productivity for their employees in different ways, including providing mobile access to platforms and applications. With BMC Helix ITSM integrated real-time knowledge swarming and AI chatbots, employee tickets can be resolved in real-time, delivering accelerated business outcomes.

6. Automated Process and Workflows

Expedite access to needed assistance from the service desk, HR, Facilities, Customer Care, Procurement, and other lines of business.

7. No-Code Authoring

Save time with no-code DEX authoring, progressive web applications, and ‘drag and drop’ tooling.

BMC Helix ITSM Pros and Cons

Like any tool, BMC Helix ITSM comes with its own advantages and drawbacks. We've gathered a list of pros and cons based on user feedback from Software Advice, Gartner, Capterra, and G2.

Pros:

1. Easy Ticket Tracking

Users can view and modify ticket statuses at any time. Automated updates are also available, and notifications keep users informed about ticket progress, enhancing transparency and responsiveness.

2. Good User Experience and Customization Options

BMC Helix ITSM offers a range of customization options, allowing users to personalize the platform to their requirements. These include custom fields, workflows, and business rules.

3. Good Integration Capabilities

BMC Helix ITSM enables rich integrations with homegrown or third-party systems through APIs and no-code integration capabilities. Some of the integrations it offers include Tableau, Power BI, BMC Helix Client Management, Sumo Logic, Splunk, Jira, Azure DevOps, and Microsoft Office.

Cons:

1. Upgrades and Installations Can Be Complex

Transitioning from existing systems, upgrades, and installations can be a complex process that may require additional purchases. It requires careful planning, data mapping, and performance testing to avoid disruptions.

2. Expensive Compared to Other Tools

Many users find BMC Helix to be a high-end and expensive solution to implement and maintain. It may not be suitable for smaller organizations with fewer resources and limited budgets. 

3. Interface is Complex and Outdated

Some G2 users find the interface complex and outdated. Also, implementing the tool can be time-consuming and may require significant planning, resources, and expertise.

Rezolve.ai: The Best BMC Helix ITSM Alternative to Live Up to Your Potential

While BMC Helix ITSM’s features are impressive, they come at a cost. Rezolve.ai is a suitable alternative that offers a cloud-based IT service management tool that provides organizations of all sizes with a flexible and scalable solution that can be easily customized to meet their needs.

Rezolve.ai is a cutting-edge, GenAI-powered employee service desk that integrates seamlessly with Microsoft Teams and over 1,000 other business platforms. Designed to replace traditional service desks and outdated ticketing systems in mid-sized and large enterprises, it offers an innovative solution.

Its GenAI Sidekick, the world’s first agentic AI-based AITSM platform, can automatically resolve up to 65% of employee queries and tickets using documented knowledge.

Some of its key features include:

• GenAI-enabled IT Service Desk for instant employee support
• MS Teams and Slack integration for easy collaboration
• No-code automation allows non-technical employees to access the platform seamlessly
• Conversational ticketing with GenAI to seamlessly create tickets, assign them to the right agent and send notifications
• Modern dashboards and enhanced ITSM insights for complete visibility into service-level agreements (SLAs) and service delivery
• Incident management and auditability 
• Advanced analytics and reporting
• Task and desktop automation

Want to know more? Book a demo today to learn how Rezolve.ai can meet your needs. Its accessibility, GenAI capabilities, MS Teams integration, and cost-effectiveness make it a wise choice compared to other ITSM solutions that may not fit your budget or specific needs.

FAQ

What are the benefits of BMC Helix ITSM?

Some of the benefits of BMC Helix ITSM include:

• Comprehensive service management, including incident management, problem management, and change management, all within a single platform
• Advanced analytics that offer insights into service performance 
• Multi-cloud capabilities that support seamless service management across multiple cloud environments

What is the market share of BMC Helix ITSM?

BMC Helix ITSM has a market share of 0.78% in the service management market. 

Is BMC Helix ITSM cloud-based?

Yes, BMC Helix ITSM  is a cloud-based solution designed to enhance ITSM with features like automation and AI and machine learning integration.