Choosing an IT Service Management (ITSM) tool isn’t easy. But it gets simpler when you have accurate information.
In this article, we selected and compared two tools that make up the extensive ITSM market: BMC Helix and ServiceNow AI Platform. We also present InvGate Service Management, our own ITSM solution, as a third option.
Methodology
Before we dive in, it’s worth noting that InvGate designs and markets both IT Service Management and IT Asset Management solutions, so we’re active participants in the same market covered in this comparison.
While we do compete with some of the vendors mentioned here, our goal is to offer clear, objective, and reliable insights to help you make an informed choice.
Our evaluation draws from publicly available sources, including vendor websites, product documentation, user feedback on Gartner Peer Insights, G2, and Capterra, as well as industry reports and, when possible, hands-on testing or product demos. We focus on factors such as features, pricing (when available), integrations, usability, and customer support.
This comparison reflects the state of the market as of October 2025 and is periodically reviewed to ensure the information stays up to date.
BMC Helix IT Service Management overview
According to its own datasheet and product page, BMC Helix® ITSM is a low-/no-code enterprise solution designed to boost IT Service Management by agentic AI.
It’s PinkVerify® certified across 18 ITIL® practices and can be deployed in cloud, on-premises, or hybrid environments.
BMC Helix ITSM key features
According to the official BMC Helix ITSM datasheet, the solution includes a set of capabilities aimed at modernizing ITSM through automation, AI, and integration flexibility. The following are five of its most relevant features:
- AI Service Management (AISM): Automates workflows and predicts incidents using AI agents.
- No-code workflow design: Build and automate processes across cloud or on-prem environments with Helix Innovation Suite.
- Asset and Configuration Management: Discover assets and map dependencies within the Helix CMDB.
- Open integrations: Connect with DevOps, SecOps, and CSM tools via Helix iPaaS.
- Self-service and knowledge tools: Enable ticket deflection through virtual agents, ChatOps, and NLP-powered knowledge bases.
BMC Helix ITSM rating & reviews
As of October 2025, these are the platform’s average ratings across major review sites:
- Gartner Peer Insights: 4.3 out of 5 stars.
- G2: 3.7 out of 5 stars.
- Capterra: 4.1 out of 5 stars.
BMC Helix ITSM pricing
BMC Helix ITSM does not have publicly available pricing. Instead, the company provides custom quotes based on factors such as deployment model, selected modules, and organizational requirements.
According to BMC’s official Online Trial Agreement, prospective customers can request access to a guided evaluation environment (usually limited to 30 days) for internal testing and exploration. Trial access requires BMC’s approval and does not automatically transition into a paid subscription.
ServiceNow IT Service Management
According to its own datasheet and product page, ServiceNow® IT Service Management is a solution built on the ServiceNow AI Platform, a foundation that connects data, workflows, and AI capabilities across the enterprise.
Within this ecosystem, ServiceNow ITSM provides organizations with tools to automate Incident, Problem, and Change Management, along with self-service capabilities, Knowledge Management, and predictive analytics.
ServiceNow ITSM key features
According to the official ServiceNow ITSM solution brief, the product includes a broad set of features designed to streamline service delivery through AI and automation. Its main ITSM capabilities include:
- AI Agents: Automate incident triage, summarize tickets, and deliver intelligent recommendations.
- Incident and Problem Management: Accelerate resolution using machine learning and collaboration portals for major incidents.
- Knowledge Management: Use AI to generate and recommend contextual knowledge articles to support self-service.
- Change Management: Balance speed and stability with AI-powered models and DevOps integration.
- Service Operations Workspace: Centralize visibility and collaboration through a single workspace with AI-driven insights.
ServiceNow ITSM ratings and reviews
As of October 2025, these are the platform’s average ratings across leading software review platforms:
- Gartner Peer Insights: 4.3 stars out of 5 stars
- G2: 4.4 stars out of 5 stars
- Capterra: 4.5 stars out of 5 stars
ServiceNow ITSM pricing
ServiceNow does not disclose public pricing for ITSM or its AI Platform. According to Gartner, it’s offered as software with a subscription-based pricing model, typically structured per user per month or per user per year, with different tiers available depending on the features and functionality an organization requires.
InvGate Service Management as your IT Service Management software
Why InvGate Service Management is The Best Help Desk And Ticketing System (DEMO)
InvGate Service Management is a comprehensive IT Service Management platform designed to improve service delivery, efficiency, and collaboration across IT and business teams.
It’s PinkVERIFY® certified in seven ITIL processes, supporting ITIL 4 practices and providing a no-code workflow builder that allows organizations to automate processes, manage requests, and deliver faster resolutions through an intuitive and modern interface.
It’s available for cloud or on-premises deployment, and integrates natively with InvGate Asset Management to provide complete visibility into IT infrastructure. Its unified platform includes modules for Incident, Request, Problem, and Change Management, as well as a self-service portal that centralizes communication between users and support teams.
InvGate Service Management key features
InvGate Service Management offers a wide range of features designed to simplify ITSM implementation and improve efficiency. Its main capabilities include:
- No-code workflow automation: Design and deploy service processes without technical expertise using a visual workflow builder.
- Self-service portal and knowledge base: Empower users to submit requests, track progress, and find solutions independently.
- Service catalog: Centralize and standardize service offerings with customizable templates.
- ITIL 4-aligned modules: Manage incidents, problems, changes, and requests following best practices.
- Native integration with InvGate Asset Management: Link service requests to asset data for faster troubleshooting and accurate impact analysis.
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InvGate Service Management ratings and reviews
As of October 2025, InvGate Service Management holds consistently strong ratings across leading software review platforms:
- Gartner Peer Insights: 4.8 out of 5 stars
- G2: 4.6 out of 5 stars
- Capterra: 4.6 out of 5 stars
InvGate Service Management pricing
InvGate Service Management is available through three pricing tiers, billed annually per agent:
- Starter – $17/agent per month ($999 billed annually): Includes up to 5 agents, simple configuration, a self-service portal, and the essential foundation for IT Service Management.
- Pro – $40/agent per month: Designed for 6 to 50 agents, adds ITIL-aligned workflows, automation, and enhanced support.
- Enterprise – Custom pricing: Tailored for large organizations, offering on-premises hosting, concurrent licensing, advanced security options, and custom agent limits.
A free 30-day trial is available with no credit card required, and organizations can also book a demo or contact our sales team to explore how InvGate Service Management can fit their specific needs.
