EasyVista vs. BMC Helix

Brenda Gratas August 17, 2022
- 17 min read

Are you deciding between EasyVista vs. BMC Helix for your IT Service Management (ITSM) needs? In today's world of multiple ITSM solutions, organizations are often tasked with selecting the perfect platform to fit their unique needs seamlessly.

In this blog post, we embark on a thorough ITSM tools comparison of these two prominent solutions, each with its strengths and capabilities.

But what if neither of these platforms fully satisfies your specific demands? We'll introduce an alternative solution that might just be the missing piece—InvGate Service Desk. This robust service desk software is designed meticulously to streamline your service delivery and empower your organization.


Table of contents



  • EasyVista's user-friendly interface and robust workflow editor leave users enthralled, but worries emerge regarding the lack of consistent support and the complexity of the platform, resulting in time-consuming endeavors.
  • BMC Helix receives praise for its advanced functionalities, customization options, responsive customer support, and reliable cloud hosting. However, users have concerns about the outdated interface, unpredictable licensing costs, and difficulties with reports and dashboards.
  • InvGate Service Desk sets itself apart in the world of ITSM and ESM with its outstanding ticketing system, user-friendly features, comprehensive reporting capabilities, and unparalleled 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 choices for IT Service Management solutions, potential buyers focus on specific features that match their organization's requirements. It's essential to understand these desired functionalities to make informed decisions.

Now, let's explore the key aspects that prospective purchasers typically take into account when comparing ITSM tools:

  1. User-friendly experience and interface - Ease of use and interface design are critical considerations. Buyers highly appreciate a user-friendly platform with an intuitive interface that promotes user adoption and productivity. Mobile accessibility is crucial, especially for organizations with remote or mobile workforces.

  2. Scalability and customization - Organizations with evolving needs prioritize solutions that can grow with them and offer customization options. Buyers specifically look for the ability to create custom fields, workflows, extensions, or plugins to meet their unique business needs.

  3. Seamless integration capabilities - The ability to integrate with other systems and applications is a fundamental requirement. Buyers seek smooth data flow and automated processes, valuing the capability to integrate with existing tools and platforms to enhance efficiency and provide a unified user experience.

  4. Adaptability - Buyers value software solutions that can be tailored to their business needs. This ensures alignment with unique workflows and processes, ultimately enhancing user satisfaction and operational efficiency.

  5. Ticket Management System - Prospective buyers place significant importance on a comprehensive Ticket Management system integrated into the help desk software. This functionality facilitates efficient tracking, assignment, and resolution of customer inquiries and support requests.

  6. Self-service portal and knowledge base - Including a self-service portal is highly valued, empowering end-users to resolve common issues independently and access relevant information without direct assistance.

  7. Simplified IT service catalog - Organizations often require a straightforward IT service catalog that offers a centralized platform for users to request specific IT services or resources. This simplifies service requests, enhances visibility, and aids in effective service delivery management.

  8. Informative reporting - Buyers actively seek help desk software equipped with robust reporting tools like dashboards and reports. These features provide valuable insights into IT operations and performance, enabling informed decision-making and continuous service improvement.

  9. Support automation and Workflow Management - Buyers look for software solutions with automation capabilities to streamline routine tasks such as ticket routing, approvals, and escalations. These automation features contribute to increased efficiency and productivity.

  10. Efficient IT Asset Management - Users prioritize software with robust IT Asset Management capabilities, helping maintain accurate inventories and optimize resource utilization within their organizations.

  11. Cost and support - Buyers assess the solution's cost-effectiveness, including licensing models, subscription plans, and any additional expenses related to features or users. The availability of reliable customer support, comprehensive documentation, and accessible training resources significantly influences their decision-making.

  12. ITIL compliance - Many organizations prioritize adherence to ITIL best practices. Therefore, buyers may prefer solutions that support ITIL processes, including Incident Management, Problem Management, Change Management, and Asset Management.


What is EasyVista?

Example of EasyVista's interface.

EasyVista is a cloud-based tool that makes IT Service Management tasks easier and better. It includes 11 ITIL PinkVerified processes, which assist organizations in working more efficiently and consistently. 

Originally called Staff & Line Group, EasyVista is a privately owned company that has been influential in the ITSM field since its establishment in 1988. Its recognition in the 2022 Gartner Magic Quadrant™ for ITSM Tools highlights its significance and standing in the ITSM industry.

What users like from EasyVista

EasyVista has received positive user feedback from respected industry sources, including Gartner. To gain a deeper insight into the platform's capabilities, let's explore some of the key strengths highlighted in these reviews.

  • User-friendly interface - EasyVista boasts a user-friendly interface that caters to customers, IT staff, and administrators alike. Its integration of all ITIL modules further enhances its value. Users have observed that EasyVista contributes to smoother service processes and improved service quality, prioritizing user needs.
  • Enhanced efficiency - EasyVista excels in boosting work efficiency by supporting agile services and consistently delivering high-quality results. These features contribute to increased overall productivity and performance.
  • Simplified configuration and customization - EasyVista's codeless configuration simplifies the customization process. Users find that the groups, roles, and domains provided by the platform streamline ticket assignment, leading to increased efficiency. Regular updates, driven by customer feedback, ensure that the platform stays up-to-date and responsive to evolving requirements.
  • Comprehensive ITSM features - EasyVista offers a comprehensive range of IT Service Management features, including robust service catalog management. Users emphasize the platform's exceptional flexibility, especially in automating business processes. This facilitates centralization, traceability, and visibility of actions, ultimately improving overall ITSM capabilities.
  • Impressive workflow editor - A standout feature of EasyVista is its workflow editor, which translates documented processes into practical steps. Users appreciate its low-code options and extensive customization capabilities, making it a versatile tool for tailoring workflows to specific needs.

What users don’t like from EasyVista

While EasyVista has several strengths and positive qualities, there have been reservations and negative feedback from users regarding specific platform aspects. These insights are based on reviews conducted by sources like Gartner. Here are some of the issues that have been highlighted:

  • Usability and interface - Some users have pointed out that EasyVista requires too many clicks to perform routine tasks, leading to inefficiencies. The platform has been criticized for not being very intuitive, making it challenging to locate specific features. Users have noted that the default back-office setup is complex and often needs customization to streamline the interface.
  • Functionality and customization - Users have reported that configuring all the functionalities they desire within EasyVista can be time-consuming. They have also expressed frustration with limited customization options for screen elements, which restrict their ability to tailor the platform to their specific needs. Additionally, there have been complaints of slowness, especially when dealing with a large number of users.
  • Complexity - Some users have found that fully utilizing EasyVista's features requires a strong understanding and vision for the platform, which can be a barrier for some users. The application builder is perceived as not very user-friendly, particularly for administrators who may struggle to navigate and use it effectively.
  • Integration and modern technologies - EasyVista has faced criticism for not keeping up with modern technologies and falling short of expectations with its SaaS version and integration capabilities with other tools. Users often desire more advanced integration features and a smoother experience when working with external tools.
  • Support and documentation - Concerns have been raised about inconsistent vendor support, seen as a significant drawback. Users have also noted that vendor documentation is insufficient and outdated, hindering their ability to effectively use the platform. Furthermore, applying updates can be challenging due to a lack of robust vendor quality assurance and quality control (QA/QC) processes.

What’s EasyVista’s argument over BMC Helix?

EasyVista presents distinct advantages over BMC Helix, positioning itself as an attractive option for organizations in search of a versatile and user-centric ITSM solution:

  1. User-friendly interface - EasyVista's intuitive interface, integrating all ITIL modules, enhances service quality.

  2. Enhanced efficiency - EasyVista offers streamlined processes, agile services, and consistent, high-quality results, boosting productivity.

  3. Simple configuration and customization - EasyVista's codeless customization and regular updates based on user feedback provide a smooth experience.

  4. Comprehensive ITSM features - EasyVista's ITSM features contribute to smoother service processes and improved service quality, demonstrating its commitment to prioritizing user needs. 

  5. Powerful workflow editor - EasyVista's flexible workflow editor, with low-code options, allows users to customize workflows.


What is BMC Helix?


BMC Helix ITSM, developed by BMC Software, is a Service Management platform designed to assist organizations in addressing the challenges they face when dealing with their IT services. This platform offers a range of features and functionalities to simplify IT procedures and improve user experiences.

BMC Software is an American multinational IT company founded in 1976 and headquartered in Houston, Texas. The company specializes in delivering software solutions and services for IT operations management. Their product lineup encompasses IT Service Management, IT Asset Management, IT Operations Management (ITOM), and DevOps solutions. Through the provision of these products, BMC aids organizations in automating processes, overseeing assets, and enhancing the overall performance of their IT operations.

What users like from BMC Helix

BMC Helix has garnered favorable user feedback, as evidenced by Gartner's reviews. Now, let's explore these advantages in more detail:

  • Enhanced features and customization - Users appreciate the platform's continuous improvement, introducing new features and enhancing its compatibility with third-party vendors. It also allows for customization to adapt to the specific needs of each company, resulting in a tailored and streamlined user experience.
  • Customer-centric and user-friendly interface - The Helix Remedy Platform highly emphasizes customer satisfaction and provides an intuitive and user-friendly interface. The Digital Workplace portal, in particular, stands out for its contemporary and easy-to-use design.
  • Stable and dependable cloud hosting - BMC Helix offers a consistently stable and reliable cloud hosting environment, ensuring uninterrupted performance and uptime for users.
  • Responsive support - Users have found the SAAS group to be highly responsive and helpful, offering timely support. The customer success team takes a proactive approach to ensure successful tool implementation and usage.

What users don’t like from BMC Helix

While BMC Helix has several strengths, it has not been immune to criticism from its users, as evidenced by sources such as Gartner. Let's look at some of the concerns that have been raised.

  • Integration and cross-platform challenges - Although not extensively detailed, users have hinted at integration and cross-platform functionality issues, suggesting the need for improvements in this area.
  • Inconsistent user experience and cross-platform integration - Users have expressed dissatisfaction with inconsistent experiences and a lack of smooth integration between various platform modules. This fragmentation leads to a disjointed user journey and hinders productivity.
  • Complexity and training requirements - While customization is appreciated, some users have found the tool complex, necessitating extensive training. This complexity can serve as a barrier to adoption and efficiency for certain users.
  • Support challenges and lack of Service Level Agreements (SLAs) - Addressing issues can sometimes be time-consuming, and collaboration with back-end teams can prove frustrating. Users have raised concerns about support policies and the absence of clearly defined Service Level Agreements in the SAAS environment.
  • Limitations and missing features - Users have cited limitations and the absence of certain features, notably in terms of customization within SmartIT and specific functionalities in newer versions of BMC Helix.
  • Complicated report and dashboard creation - Users have encountered difficulties in creating reports and dashboards, which can impede effective data analysis and reporting.
  • Unpredictable licensing costs - Users have reported that licensing costs can be unexpected and inflexible, creating budgeting and resource allocation challenges.
  • Outdated user interface and mediocre user experience - The user interface is commonly regarded as outdated and not particularly user-friendly. Furthermore, the mid-tier user experience has been reported as subpar, negatively impacting usability and efficiency.

What’s BMC Helix’s argument over EasyVista?

BMC Helix presents a compelling argument compared to EasyVista, its competitor in IT Service Management solutions. Let's delve into the key points of BMC Helix's advantages over EasyVista:

  1. Advanced features and customization - BMC Helix continually improves with new features and better third-party integration, allowing for tailored user experiences.

  2. User-centric design - BMC Helix offers a customer-friendly interface and an intuitive Digital Workplace portal.

  3. Reliable cloud hosting - BMC Helix ensures stable and dependable cloud hosting, guaranteeing consistent performance and uptime.

  4. Responsive support - Users appreciate BMC Helix's prompt support and proactive customer success team.


Considering InvGate Service Desk as an ITSM solution alternative

While EasyVista and BMC Helix are notable contenders in the ITSM sector, exploring alternative solutions that align with your organization's unique needs is essential. In this context, InvGate Service Desk is a compelling option that warrants thorough consideration.

Let's delve into the extensive features of InvGate Service Desk that render it a valuable choice for meeting your organization's ITSM requirements:

Cost-effective solution

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

Robust Ticketing and Incident Management

InvGate Service Desk offers powerful tools for efficient ticket tracking, collaboration, and incident resolution. Features such as automated ticket routing, customizable workflows, and SLA Management empower IT teams to manage and prioritize incidents effectively.

Example of the Ticket Management view on InvGate Service Desk.

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 encourages quick adoption, reducing the need for extensive training and maximizing productivity.


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 address common issues, access various IT services, and utilize self-help resources, reducing the workload on IT staff.


ITSM Focus with ESM extension

InvGate Service Desk is tailor-made for ITSM and seamlessly extends its capabilities to Enterprise Service Management (ESM). This empowers operational departments to optimize their processes and fully embrace the advantages of digital transformation. With a strong focus on ITSM and effective performance in ESM, InvGate Service Desk facilitates streamlined workflows and comprehensive digital transformation initiatives across all departments.

Simplified configuration and setup

InvGate Service Desk streamlines configuration and setup with a user-friendly, no-code/low-code approach. This approach enables both novices and experienced users to implement the system without extensive technical expertise. The platform provides straightforward configuration options, facilitating the rapid harnessing of its potent ITSM capabilities.

Comprehensive Asset Management


By integrating InvGate Service Desk with InvGate Insight, organizations gain a comprehensive view of their IT ecosystem, resulting in improved service delivery and reduced downtime. InvGate Insight offers features such as IT Asset Discovery, Inventory Management, Software License Management,  and maintenance schedules.




Customization and flexibility

InvGate Service Desk offers flexible deployment options, allowing organizations to choose between on-premise or cloud-based solutions. This flexibility ensures that the platform can adapt to the specific requirements of diverse sectors and industries.

Comprehensive reporting and analytics

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

dashboards-customizables-en-invgate-service desk

ITIL best practice compliance

InvGate Service Desk has earned the prestigious PinkVERIFIED Certified certification, affirming its dedication to upholding ITSM excellence. Whether organizations are embarking on 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 continuous innovation

InvGate Service Desk ensures a swift return on investment through efficient implementation processes. Within weeks, organizations can start enjoying 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 dynamic world of IT Service Management, selecting the ideal solution is a choice that can reshape an organization's efficiency and ultimate triumph. As we've pitted EasyVista vs. BMC Helix, both platforms offer compelling features and capabilities that can enhance IT operations.

However, for those on the hunt for an alternative that can genuinely revolutionize their IT Service Management processes, look no further than InvGate Service Desk. This powerful and user-centric solution has the potential to propel your ITSM endeavors to new heights.

Don't miss the opportunity to explore the transformative potential of InvGate Service Desk. Dive into our live demo to take a firsthand look. It's time to experience the future of ITSM.

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