There are many IT Service Management (ITSM) options available, and today, we'll explore two contenders: BMC Helix vs. ManageEngine. With this complete ITSM tools comparison in hand, we assure you that you'll be ready to make an informed decision and find the platform that aligns seamlessly with your organization's needs.
In this blog post, we’ll look into the key aspects of both BMC Helix and ManageEngine. Plus, we’ll introduce you to InvGate Service Management as an alternative solution.
Picking a new tool can be a great opportunity to enhance your ITSM experience. We'll focus on all the functionalities you'll need in modern service desk software, to reach your digital transformation goals.
Let's start!
Table of contents
- TL;DR
- What is BMC Helix?
- What is ManageEngine?
- Considering InvGate Service Management as an ITSM solution alternative
TL;DR
- BMC Helix is valued for its stable cloud hosting and adaptability. However, it faces challenges like feature gaps in updates and integration issues.
- Although recognized for its broad IT solution range and competitive pricing, there are concerns about ManageEngine security vulnerabilities, limited integrations, and innovation gaps in areas like AI/ML.
- On the other hand, distinguished in ITSM, InvGate offers robust ticketing, user-friendly features, cost-effectiveness, and Spanish support, underscoring its commitment to excellence.
Most looked-at features by buyers
When comparing IT Service Management options, prospective buyers tend to prioritize specific features that meet their organizational needs. Identifying these key aspects helps teams make sound choices in selecting ITSM software.
Consider these main features often reviewed by buyers when evaluating ITSM tools:
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Ticket management - A well-structured ticketing system is central to help desk software. This feature enables streamlined tracking, assignment, and resolution of support requests, enhancing overall efficiency.
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Scalability and customization - Organizations with changing needs value solutions that grow with them and support custom fields, workflows, and plugins to address unique business demands.
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Support automation and workflow management - Buyers actively look for software solutions that offer automation capabilities to streamline routine tasks, like ticket routing, approvals, and escalations, contributing to increased efficiency and productivity.
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Integration with other tools - Buyers often need software that connects seamlessly with other systems and applications, enabling smooth data flow and supporting integrated processes.
- ITIL compliance - Many organizations prioritize solutions that adhere to ITIL best practices, including Incident Management, Problem Management, Change Management, and Asset Management.
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IT Asset Management - Users prefer software with robust IT Asset Management (ITAM) capabilities to maintain accurate inventories and optimize resource utilization.
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User experience - An intuitive interface, easy navigation, and mobile access capabilities are significant considerations for a user-friendly experience, especially for mobile and remote teams.
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Data reporting and insights - Another key point for users is having advanced analytics tools, such as dashboards and reports, to gain valuable insights into their IT operations and performance for informed decision-making.
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Cost and support services - Buyers consider pricing, including licensing and subscription options, and value reliable customer support and accessible training resources.
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Self-service portal and knowledge base - Buyers highly value a self-service portal that empowers end-users to independently resolve common issues and find relevant information without direct assistance.
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IT service catalog - Organizations often prefer an IT service catalog that consolidates available IT services and resources in one place, simplifying service requests and improving transparency.
What is BMC Helix?
BMC Helix ITSM, developed by BMC Software, is a Service Management platform crafted to assist organizations in effectively managing their IT services. The platform has many features and capabilities dedicated to streamlining IT processes.
BMC Software, an American multinational IT company established in 1976 and headquartered in Houston, Texas, specializes in delivering software solutions and services for IT operations management.
Their product portfolio includes IT Service Management, IT Asset Management, IT Operations Management (ITOM), and DevOps solutions. By leveraging these products, BMC empowers organizations to automate processes, handle assets, and optimize IT performance.
What users like about BMC Helix
Users have shared positive feedback on BMC Helix in reviews on Gartner. Here’s what stands out:
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Customer-centric, user-friendly interface - The Helix Remedy Platform focuses on customer satisfaction with an intuitive, modern interface. The Digital Workplace portal makes it easy for users to navigate and interact smoothly with the platform.
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Responsive support - Users appreciate BMC’s responsive support and customer success teams. The proactive approach to implementation and guidance helps users get the most from the tool, enhancing their experience.
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Rich features and customization - BMC Helix frequently introduces new features and integrates well with third-party tools. The platform’s customization options make it adaptable to specific company needs, offering a tailored experience.
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Stable cloud hosting - BMC Helix provides a stable cloud hosting environment with consistent performance and uptime, giving users a smooth, uninterrupted experience.
What users don’t like about BMC Helix
Despite its strengths, users have pointed out some areas for improvement:
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Complexity and training needs - While customization options are a plus, some users find BMC Helix complex and challenging to navigate without extensive training, especially those less familiar with the platform.
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Integration and cross-platform issues - Some users report challenges with integration and cross-platform compatibility, suggesting room for improvements in these areas.
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Support limitations and SLAs - Users express frustration with slow resolution times and back-end support teams. The lack of clear Service Level Agreements (SLAs) in the SaaS environment is also a common concern.
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Missing features and limitations - Certain limitations, particularly in SmartIT and newer versions, affect customization and functionality. Users find these gaps hinder their ability to fully tailor the platform.
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Outdated interface - Many users feel the interface is outdated and difficult to use, especially the mid-tier experience, which impacts usability and efficiency.
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Unpredictable licensing costs - Users mention licensing costs as unpredictable and rigid, making it harder to plan budgets and resources effectively.
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Challenging report and dashboard creation - Users find creating reports and dashboards complicated, which can limit their ability to analyze data effectively and gain insights from the platform.
What’s BMC Helix’s argument over ManageEngine?
While both BMC Helix and ManageEngine have their respective strengths and weaknesses, BMC Helix seeks to differentiate itself from ManageEngine through several key arguments.
- User-focused, modern interface - BMC Helix emphasizes its intuitive, customer-oriented interface. The Digital Workplace portal is especially noted for its ease of navigation, allowing users to interact with the platform smoothly and efficiently.
- Dedicated support and proactive customer success - BMC Helix’s customer success team stands out for its proactive guidance, ensuring users gain the most from the tool throughout its implementation and use. Users report high satisfaction with BMC’s support for being responsive and offering reliable follow-through, which enhances user experience and minimizes downtime.
- Ongoing improvements and integration flexibility - BMC Helix continually rolls out new features and expands integration with other popular tools, adding value to its ITSM offerings. Customization options further allow companies to adapt the platform to specific needs, which is appealing to organizations with more complex or evolving requirements.
- Reliable cloud hosting - Cloud hosting with BMC Helix is designed for stability and reliability, with high-performance uptime that helps teams work without disruption. This consistent availability ensures that users can access critical IT services without worrying about downtime or interruptions.
What is ManageEngine?
ManageEngine, previously known as AdventNet Inc., underwent a rebranding in 2009 and currently operates under Zoho Corporation. This company specializes in delivering comprehensive IT Management solutions tailored to businesses of different sizes, focusing on small to midsize enterprises.
Headquartered in Pleasanton, California, ManageEngine serves over 180,000 clients worldwide.
Its primary product, ServiceDesk Plus, offers flexible deployment options—both cloud-based and on-premises—to fit a variety of IT management needs. Recognized as a Challenger in Gartner’s Magic Quadrant, ManageEngine has made a significant impact on the market with a user-friendly approach to IT service and Asset Management.
What users like from ManageEngine
According to reviews and ratings on platforms like Gartner, ManageEngine receives positive feedback on several aspects of its product suite. Here’s what users particularly value:
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Broad product range - ManageEngine offers a diverse suite of tools covering endpoint management, network monitoring, application monitoring, and active directory management, to name a few. This variety gives users access to a comprehensive IT toolkit that can address a range of IT needs from a single provider. Leveraging the Zoho ecosystem, ManageEngine uses low-code development and built-in integrations to provide a unified platform.
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Strong growth and flexibility - ManageEngine’s flexible deployment options and growth potential, especially in the midmarket, stand out. The company saw impressive revenue growth in 2021, particularly with enterprise customers. This flexibility, coupled with its scalable solutions, makes ManageEngine an appealing choice for both growing businesses and larger enterprises.
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Competitive pricing - ManageEngine’s pricing strategy is particularly attractive, with options for various budgets. The tiered pricing model allows customers to choose the level of service that best fits their needs, making it accessible for midmarket companies and larger organizations looking for cost-effective ITSM solutions.
What users don’t like about ManageEngine
Despite numerous strengths and positive aspects, ManageEngine has not been exempt from criticism and customer concerns in certain areas of its platform. These concerns have been identified through analysis of reputable sources like Gartner.
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Limited integrations outside Zoho - ManageEngine’s integration capabilities work best within the Zoho ecosystem. Companies looking to integrate with other major ITOM tools sometimes face compatibility issues, often requiring custom API configurations to link with non-Zoho solutions.
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Security concerns - In 2023, two serious vulnerabilities affected 24 ManageEngine products, earning a high-risk rating due to the potential for remote malicious code execution. While ManageEngine responded quickly with security patches, the incident raised concerns about overall security practices.
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Slow product innovation - Some users feel ManageEngine is more focused on process improvements and basic customization than on developing new features or breakthrough innovations. While it has introduced some AI/ML capabilities, it lags behind other platforms with more advanced offerings in this area.
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Unclear differentiation in the ITSM market - Users report that ManageEngine’s market messaging can sometimes lack clarity on unique benefits. With a focus on low-code, data privacy, and deployment flexibility, the company’s marketing approach can make it harder for buyers to see distinct advantages over other ITSM providers.
What’s ManageEngine’s argument over BMC Helix?
ManageEngine is one of the main BMC software competitors, and these are some of the aspects where it differentiates:
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Diverse offerings and extensive support - ManageEngine’s range of products covers essential IT management areas, including network monitoring, endpoint management, and active directory solutions. With the support of Zoho, it offers a comprehensive, interconnected platform that lets businesses manage multiple IT operations without third-party tools.
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Growth and adaptability - ManageEngine is rapidly expanding and has proven scalability, especially in midmarket and enterprise sectors. This adaptability allows it to effectively support businesses at different stages, making it a suitable choice for companies expecting growth.
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Cost-effective pricing - Competitive pricing is a major advantage for ManageEngine, which caters to a wide range of budgets without compromising on essential ITSM functions. The affordability makes it attractive to midmarket businesses and larger organizations alike, who value flexibility without excessive costs.
Considering InvGate Service Management as an ITSM solution alternative
While BMC Helix and ManageEngine are formidable competitors in the ITSM industry, exploring alternatives that closely align with your organization's specific needs is essential. InvGate Service Management is worthy of careful consideration due to its comprehensive features tailored to meet your ITSM requirements.
Let's explore some of the capabilities of InvGate Service Management:
Exceptional user experience
InvGate Service Management delivers an exceptional user experience through meticulous design and adherence to UI/UX best practices. Its intuitive interface promotes quick adoption and minimizes the need for extensive training, ensuring a user-friendly design that maximizes productivity.
Cost-effectiveness
InvGate Service Management offers great value for money without sacrificing features. Its competitive pricing includes a broad set of ITSM capabilities, making it a strong choice for budget-conscious organizations. Compared to BMC Helix and ManageEngine, InvGate Service Management provides a better balance between cost and functionality.
Robust ticketing and Incident Management
IInvGate Service Management is excellent for ticket tracking, collaboration, and resolution. It offers powerful features such as automated ticket routing, customizable workflows, and SLA management. These tools help IT teams handle and prioritize incidents efficiently.
Strong self-service capabilities
InvGate Service Management empowers end-users with robust self-service functionalities, including a user-friendly portal, an extensive IT service catalog, and a knowledge base. These features enable users to independently resolve common issues, access various IT services, and utilize self-help resources, reducing the workload on IT staff.
Simplified configuration and setup
InvGate Service Management offers a user-friendly configuration process utilizing a no-code/low-code approach, making it accessible to both new and experienced users. With minimal technical expertise required, organizations can swiftly implement the system and harness its powerful ITSM capabilities.
ITIL-certified readiness
InvGate Service Management has been ITIL4 certified by PeopleCert, demonstrating its commitment to ITSM excellence. Whether organizations are starting their ITIL journey or managing complex operations, InvGate Service Management offers a user-friendly and feature-rich experience aligned with industry best practices.
Customization and flexibility
InvGate Service Management offers flexibility with the option to choose between on-premise or cloud-based solutions, catering to various sectors and industries with specific requirements.
Comprehensive Asset Management
By integrating with InvGate Asset Management, InvGate Service Management provides a holistic view of the IT ecosystem, leading to improved service delivery and reduced downtime. IT Asset Discovery, Inventory Management, Software License Management, and maintenance schedules are among the features offered by InvGate Asset Management.
ITSM focus with ESM extension
InvGate Service Management focuses primarily on ITSM but seamlessly extends its capabilities to Enterprise Service Management (ESM). This allows operational departments to enhance their processes and embrace digital transformation, streamlining workflows across all departments.
Comprehensive reporting and analytics
InvGate Service Management provides extensive reporting and analytics functionalities, enabling organizations to gain valuable insights into their IT operations and performance. The platform offers ready-to-use reports and customizable dashboards, empowering IT teams to analyze data and make informed decisions to enhance their services.
Fast ROI and ongoing innovation
InvGate Service Management ensures a fast return on investment through efficient implementation processes, allowing organizations to experience its robust ITSM solution benefits within weeks. Regular feature updates keep users at the forefront of technology without incurring additional costs.
Next steps
We've taken a close look at BMC Helix and ManageEngine, and it's clear that each has its own set of advantages and areas where they could improve.
However, when searching for the perfect ITSM solution, it's important to explore all your options. One standout alternative is InvGate Service Management. This software takes a fresh approach to ITSM, making user experience a priority alongside robust features and a focus on customer satisfaction.
If you want to see what InvGate Service Management can do for your organization, we invite you to request our 30-day trial. We believe in the power and efficiency of our tool, and we think you might too!
