BMC Helix vs. SysAid

Brenda Gratas March 8, 2022
- 18 min read

Navigating the IT Service Management (ITSM) space can be a daunting task, especially when faced with a variety of options, such as BMC Helix vs. SysAid. As organizations seek to optimize IT service delivery and meet the diverse needs of their business, choosing the right platform becomes a critical decision.

In this blog post, we’ll compare BMC Helix and SysAid, two prominent contenders in the field of ITSM. 

However, no two organizations are alike, and one-size-fits-all solutions may not be the best fit for everyone. That's why we’ll introduce an alternative solution that holds great promise: InvGate Service Desk. This robust service desk software is crafted to streamline service delivery and empower organizations with a compelling array of features tailored to their requirements.

Get ready to embark on this ITSM tools comparison and discover the ideal match to elevate your IT Service Management to new heights!


Table of Contents


  • BMC Helix is praised for its features, customization, customer support, and cloud hosting. However, some users have concerns about the outdated interface, unpredictable licensing costs, and challenges with reports and dashboards.
  • SysAid is a cloud-based ITSM platform for mid-sized teams and established IT departments. It offers a well-organized knowledge base, global customer support, and customization options. However, users have complained about outdated interface, slow support responses, challenging system changes, and high prices.
  • InvGate Service Desk excels in ITSM and ESM with its powerful ticketing system, user-friendly options, extensive reporting, and unmatched cost-effectiveness.
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We tried to be as thorough as possible, but if you don't have enough time to read it through and through, here's (another) TL;DR: InvGate Service Desk can do everything we say here, and you can test it right away for free for 30 days.


Most looked-at features by buyers

When evaluating IT Service Management options, potential purchasers focus on specific functionalities that align with their organization's requirements. It is crucial to comprehend these desired features to make well-informed choices. 

Let's explore the primary considerations that prospective buyers commonly take into account when comparing ITSM tools.

  1. User experience and interface - Ease of use and a well-designed interface are essential factors for buyers. They value a user-friendly platform with an intuitive interface that enhances user adoption and productivity. Mobile accessibility is also crucial for organizations with remote or mobile workforces.

  2. Customization and adaptability - Buyers appreciate software solutions that offer flexibility in personalizing the platform according to their business needs. This adaptability ensures the software aligns with their unique workflows and processes, resulting in higher user satisfaction and overall effectiveness.

  3. Streamlined IT service catalog - Organizations often seek a simplified IT service catalog that provides a centralized platform for users to request specific IT services or resources. This feature simplifies service requests, improves visibility, and aids in effective Service Delivery Management.

  4. 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.

  5. Ticket Management system - A comprehensive system for managing tickets within the help desk software is highly valued by buyers. This feature allows for efficient tracking, assignment, and resolution of customer inquiries and support requests.

  6. Cost and support - Buyers consider the cost-effectiveness of the solution, including licensing models, subscription plans, and additional costs for features or users. The availability of reliable customer support, comprehensive documentation, and accessible training resources also influence the decision-making process.

  7. Efficient IT Asset Management - Users give importance to software that provides robust IT Asset Management (ITAM) capabilities. This ensures accurate inventories and optimized resource utilization within their organizations.

  8. Scalability and personalization - Organizations with evolving needs seek solutions that can adapt to their growth and allow customization. Buyers look for a solution that enables them to create custom fields, workflows, and extensions/plugins to cater to their specific business requirements.

  9. ITIL compliance - Many organizations prioritize adhering to ITIL best practices. Hence, buyers may favor solutions that support ITIL processes, such as Incident Management, Problem Management, Change Management, and Asset Management.

  10. Seamless integration capabilities - The ability to integrate with other systems and applications is a critical requirement for buyers. This ensures smooth data flow and automated processes, adding value by connecting with existing tools and platforms to improve efficiency and provide a unified user experience.

  11. Informative reporting - Buyers seek help desk software with powerful reporting tools, such as dashboards and reports, to gain valuable insights into their IT operations and performance. This data-driven approach facilitates informed decision-making and continuous service improvement.

  12. 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. These automation features contribute to increased efficiency and productivity.


What is BMC Helix?

BMC Helix ITSM, developed by BMC Software, is as a Service Management platform designed to assist organizations in addressing their IT Service Management challenges. With a diverse array of features and capabilities, the platform aims to streamline IT processes and enhance user experiences effectively.

BMC Software is an established American multinational IT company, founded in 1976, and headquartered in Houston, Texas. The company specializes in delivering software solutions and services tailored for IT operations management. Their product portfolio encompasses IT Service Management, IT Asset Management, IT Operations Management (ITOM), and DevOps solutions. These offerings enable organizations to automate processes, manage assets, and optimize IT performance, facilitating greater efficiency and effectiveness in their operations.

What users like from BMC Helix


BMC Helix has received commendable user feedback, as evident from positive Gartner reviews. Let's delve deeper into the specific benefits it offers.

  • Enhanced features and customization - The continuous evolution of BMC Helix impresses users as it brings in new features and improved integration with third-party vendors. The platform's flexibility allows for easy customization, making it adaptable to specific company requirements and providing a seamless and tailored user experience.
  • Stable and reliable cloud hosting - BMC Helix ensures a stable and dependable cloud hosting environment, resulting in consistent performance and uptime for users. This reliability contributes to a smooth and uninterrupted experience when utilizing the platform's services.
  • Customer-centric and user-friendly interface - BMC Helix emphasizes customer satisfaction, reflected in its user-friendly experience. The Helix Remedy Platform, particularly its modern and intuitive Digital Workplace portal, stands out for its excellent interface. This design makes navigation and interaction with the platform effortless for users.
  • Responsive support - Users highly appreciate the responsiveness and helpfulness of BMC Helix's SAAS group, which promptly provides support when needed. The customer success team plays a proactive role in ensuring a successful implementation and smooth usage of the tool, further enhancing the overall user experience.

What users don’t like from BMC Helix

While BMC Helix has several strengths, reputable sources like Gartner have brought forth criticisms raised by customers. Let's delve into some of these concerns to gain a better understanding.

  • Unpredictable licensing costs - Users have noted that licensing costs can be unpredictable and inflexible, posing challenges in budgeting and resource allocation. Clear and transparent licensing policies would be beneficial in this regard.
  • Outdated UI and mid-tier user experience - The user interface has been deemed outdated and not user-friendly. Additionally, the mid-tier user experience has been reported as unsatisfactory, negatively impacting usability and overall efficiency.
  • Complicated report and dashboard creation - Creating reports and dashboards has been described as a complicated process by users. Simplifying this process is vital to enable effective data analysis and reporting, facilitating meaningful insights from the platform.
  • Integration and cross-platform challenges - Though not specified in detail, users have reported experiencing difficulties with integration and cross-platform functionality. Addressing these issues is crucial to ensure a smoother and more seamless user experience.
  • Limitations and missing features - Users have mentioned limitations in customization with SmartIT and certain missing capabilities in newer versions of BMC Helix. These gaps hinder users' ability to tailor the platform to their specific needs, requiring attention and improvements.
  • Complexity and training requirements - While customization is appreciated, some users find the tool overly complex and require extensive training. Addressing this complexity will help improve adoption and efficiency, particularly for users who may not be well-versed in the platform's intricacies.
  • Support issues and lack of SLAs - Customers have expressed frustration over the time-consuming process of issue resolution and challenges in dealing with back-end teams. Concerns have been raised about unclear Service Level Agreements (SLAs) in the SAAS environment, indicating the need for more robust support policies.

What’s BMC Helix’s argument over SysAid?

BMC Helix and SysAid are two prominent players in the ITSM market, each offering a unique set of features and capabilities to cater to the needs of businesses and IT departments. BMC Helix, as a robust ITSM platform, presents its argument against SysAid, emphasizing its competitive advantages and key differentiators.

  1. Modern and intuitive user interface - BMC Helix emphasizes its commitment to customer satisfaction through a user-friendly experience. Its modern and intuitive Digital Workplace portal stands out, providing a seamless navigation experience for users.

  2. Reliable cloud hosting and performance - BMC Helix ensures a stable and dependable cloud hosting environment, resulting in consistent performance and uptime for users. 

  3. Proactive and responsive support - BMC Helix's customer-centric approach shines through its SAAS group, which promptly provides responsive and helpful support when needed. The proactive customer success team takes an active role in ensuring successful implementation and smooth usage of the platform, enhancing the overall user experience.


What is SysAid?

Example of SysAid's interface.

SysAid, provided by SysAid Technologies Ltd. and accessible through the cloud, is an IT Service Management platform designed to empower mid-sized teams and mature IT departments. Its main focus lies in granting users greater control over their service desk operations. The platform's key attributes include automation, an emphasis on user experience, and comprehensive functionality, all of which enable IT professionals to streamline processes, boost productivity, and effectively prioritize critical tasks for the success of their business.

Founded in 2002 and headquartered in Toronto, Canada, SysAid Technologies Ltd. is an ITSM company boasting a team of over 100 professionals. They specialize in offering effective solutions for IT Incident Management, problem-solving, Change Management, and service requests, with the primary objective of assisting organizations in optimizing their IT operations.

What users like from SysAid

SysAid has received positive feedback from users, as evidenced by Gartner's reviews. Let's take a closer look at the benefits highlighted by these users.

  • Knowledge base organization - The knowledge base is thoughtfully designed, making information organization more efficient and ensuring easy accessibility to relevant data for users.
  • User-friendly interface - The software has an intuitive and user-friendly interface, enabling users to navigate effortlessly and fully utilize its capabilities without unnecessary complexities.
  • Responsive GUI - SysAid's Graphic User Interface (GUI) is highly responsive, promptly addressing any issues and ensuring a smooth and seamless user experience.
  • Reporting capabilities - With robust reporting features, SysAid offers comprehensive insights into ticket performance, allowing users to make data-driven decisions and optimize their service desk operations for better results.
  • Customization options - Users highly value the wide array of customization features offered by SysAid, which empower them to tailor the software to their specific needs and preferences. This flexibility includes the ability to incorporate knowledge base articles, promoting knowledge sharing within the organization.
  • Email integration - SysAid seamlessly integrates with email systems, facilitating effective communication with end users. This integration promotes collaboration for quicker and more efficient issue resolution.
  • Global customer support - SysAid provides extensive global customer support, displaying a customer-centric approach by actively seeking and incorporating user feedback, thus ensuring that user needs are met effectively.
  • SSO and AD integration -  By integrating Single Sign-On (SSO) and Active Directory (AD), SysAid simplifies user authentication and access management, enhancing both security and user convenience.

What users don’t like from SysAid

SysAid IT Service Management, while having notable strengths, has faced criticism from customers, as reported by reputable sources like Gartner. Let's explore some of the concerns raised by users.

  • Incomplete features - Certain features, such as the Configuration Management Database (CMDB) and license tracking, are reported to be incomplete or not fully functional, failing to meet user expectations and impeding optimal IT management practices.
  • Outdated and inconsistent user interface - The user interface has faced criticism for being outdated and inconsistent, exhibiting varying styles within the same product. This inconsistency undermines the user experience and creates difficulties in terms of ease of use.
  • Integration and automation limitations - Users have found SysAid's integration capabilities to be limited, which hinders seamless integration with other systems. Additionally, the absence of advanced AI capabilities and automation features restricts efficiency and productivity gains.
  • Restricted customization options - In specific areas of the software, some users feel limited by the lack of customization options available, hindering their ability to tailor SysAid according to their specific needs and preferences.
  • Challenges with ticket updates and landing page customization - Users encounter difficulties when updating tickets, causing inefficiencies in the workflow. Similarly, customizing the landing/login page proves to be challenging, impeding desired branding and personalization efforts.
  • Pricing and feature reliability concerns - Some users express dissatisfaction with the pricing, considering it unreasonably high. Moreover, they encounter features that do not perform as expected, leading to a lack of reliability and causing frustration.
  • Slow support response and challenging system change - Users report experiencing delays in issue resolution due to slow response times from the support team. Additionally, system changes are described as frustrating and cumbersome, resulting in a negative user experience.
  • Limitations on administrators and reporting options - The software imposes restrictions on the number of administrators allowed, which can be limiting for organizations with larger teams. Furthermore, the lack of comprehensive reporting options hampers users' ability to effectively gather and analyze data.
  • Difficulty in modifying settings - Users find it challenging to modify settings without unintentionally disrupting other configurations, leading to disruptions and complexities in the system setup and administration process.

What’s SysAid’s argument over BMC Helix?

SysAid presents its compelling argument against BMC Helix, emphasizing its unique strengths and advantages over its competitor.

  1. Extensive customization and tailored user experience - SysAid takes pride in its comprehensive customization options, allowing organizations to tailor the software to their specific needs and preferences. 

  2. Seamless integration - SysAid has a seamless integration process, facilitating effortless connections with third-party systems and vendors. 

  3. Intuitive user interface and ease of use - SysAid prioritizes user experience, providing an intuitive and user-friendly interface that enables users to navigate the platform effortlessly. 

  4. Comprehensive knowledge base and information organization - SysAid's thoughtfully designed knowledge base allows for efficient information organization and easy accessibility to relevant data for users. 

  5. Strong reporting options - SysAid provides organizations with robust reporting options, catering to businesses with larger teams and complex IT environments. 

  6. Responsive support - SysAid takes pride in its responsive customer support, promptly addressing user concerns and providing timely assistance. 


Considering InvGate Service Desk as an ITSM solution alternative

While BMC Helix and SysAid remain prominent contenders in the ITSM industry, it's essential to explore other alternatives that closely align with your organization's specific needs. One such compelling option worth careful consideration is InvGate Service Desk.

Now let's explore the comprehensive features of InvGate Service Desk that make it a compelling option to meet your IT Service Management needs.

Simplified configuration and setup

InvGate Service Desk offers a user-friendly configuration process using a no-code/low-code approach. This allows both newcomers and experienced users to implement the system without extensive technical expertise, enabling organizations to leverage its powerful ITSM capabilities quickly.

Robust Ticketing and Incident Management

InvGate Service Desk stands out with powerful features for efficient ticket tracking, collaboration, and resolution. The platform offers automated ticket routing, customizable workflows, and SLA management, empowering IT teams to handle and prioritize incidents effectively.

Example of a Ticket Management view on InvGate Service Desk.

Cost-effective solution

InvGate Service Desk provides a cost-effective solution without compromising functionality. It offers a comprehensive range of ITSM features at a competitive price point, making it an appealing choice for organizations seeking affordability without sacrificing capabilities. It strikes a balance between cost and functionality compared to alternatives like BMC Helix and SysAid.

Strong self-service capabilities

InvGate Service Desk provides robust self-service functionalities, including a user-friendly portal, an extensive IT service catalog, and a knowledge base. These features empower end-users to independently resolve common issues, access various IT services, and utilize self-help resources, reducing the workload on IT staff.


Comprehensive Asset Management

Through integration with InvGate Insight, InvGate Service Desk offers a holistic view of the IT ecosystem, leading to improved service delivery and reduced downtime. InvGate Insight provides features such as IT Asset Discovery, IT Inventory Management, Software License Management, and maintenance schedules.




Customization and flexibility

Organizations can choose between on-premise or cloud-based solutions with InvGate Service Desk, providing the flexibility to cater to various sectors and industries with specific requirements.

Exceptional user experience

InvGate Service Desk prioritizes delivering 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.


Comprehensive reporting and analytics

InvGate Service Desk provides extensive reporting and analytics functionalities, offering valuable insights into IT operations and performance. The platform includes ready-to-use reports and customizable dashboards, empowering IT teams to analyze data, identify patterns, and make informed decisions to enhance their services.

InvGate Service Desk's customizable dashboard view.

ITSM focus with ESM extension

InvGate Service Desk is specifically designed for ITSM but seamlessly extends its capabilities to Enterprise Service Management (ESM). This enables operational departments to enhance their processes and embrace digital transformation, streamlining workflows and digital initiatives across all departments.

ITIL best practice compliance

InvGate Service Desk has earned the prestigious PinkVERIFIED Certified certification, demonstrating its commitment to upholding ITSM excellence. Whether organizations are starting their ITIL journey or managing complex operations, InvGate Service Desk offers a user-friendly and feature-rich experience aligned with industry best practices.

Fast ROI and ongoing innovation

With efficient implementation processes, InvGate Service Desk ensures a fast return on investment. Within weeks, organizations can start experiencing the benefits of this robust ITSM solution. Additionally, regular feature updates keep users at the forefront of technology without incurring additional costs.

Next steps

In the search for the ideal IT Service Management solution, the comparison of BMC Helix vs. SysAid has highlighted the unique strengths and benefits of each platform. Both offer compelling features and capabilities that make them viable contenders for organizations seeking efficient ITSM solutions.

However, searching for the perfect ITSM solution doesn't necessarily end with these two contenders. There are other alternatives worth considering, and one such option is InvGate Service Desk. With a refreshing approach to ITSM and a promise of power and efficiency, this platform can potentially transform how IT services are delivered, propelling business success to new heights.

Download our free ITSM implementation checklist to help you map your next steps. This resource will help you ensure a well-organized and seamless integration of the chosen ITSM solution into your business operations.

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