BMC Helix ITSM and Agiloft Service Desk Suite compete in the service management category. BMC Helix ITSM leads in flexibility and automation due to its ITIL-aligned processes, whereas Agiloft Service Desk Suite offers strong customization and integration options, appealing to specific organizational needs.
Features: BMC Helix ITSM offers AI-driven incident management, a comprehensive service catalog, and robust ITIL processes. Agiloft Service Desk Suite provides powerful workflow automation, integration capabilities across various systems, and extensive customization options, meeting unique organizational demands.
Ease of Deployment and Customer Service: BMC Helix ITSM offers cloud-based deployment for scalability and easy updates, complemented by a vast network of support resources. Agiloft Service Desk Suite provides both cloud and on-premises deployment options, along with award-winning customer service, although setup might require more initial effort compared to BMC Helix ITSM.
Pricing and ROI: BMC Helix ITSM is known for higher initial costs that can yield significant ROI in large deployments due to its advanced features. Agiloft Service Desk Suite offers attractive pricing models, delivering quick ROI with its customization and lower initial costs, making it appealing for cost-conscious organizations.
| Product | Market Share (%) |
|---|---|
| BMC Helix ITSM | 7.1% |
| Agiloft Service Desk Suite | 0.7% |
| Other | 92.2% |
| Company Size | Count |
|---|---|
| Small Business | 19 |
| Midsize Enterprise | 14 |
| Large Enterprise | 54 |
Top rated by analysts and users
Awarded “Best Overall Value” three years in a row by Info-Tech Research Group
What we can do for you
Workflow automation guides Help Desk technicians or Support Staff through your preferred processes, tracks performance and proactively escalates issues before they become problems.
Dashboards, reports, and charts show turnaround times, staff productivity and overdue tickets at a glance. So you can plan and respond effectively.
Eliminate errors and duplication of effort by integrating information used by multiple processes in a centralized repository.
With a 24/7 self-service portal, users are able to report issues or request services online. A dynamic knowledge base with FAQ, and full text search, provides answers to common issues.
Provide real-time service for critical issues and convert chat transcripts into tickets with one click. LogMeIn Rescue or Bomgar integration enables fast and effective remote support.
Improve staff productivity with easily customized home pages that allow IT staff to work the way they like and see the information most important to them.
Available via historical snapshots that display the entire record as it existed at any point in time and configurable audit logs.
Through configurable ticket assignment and escalation rules that alert you to blockages and proactively escalate issues when necessary.
With multi-language functionality and follow-the-sun case assignment that can be customized for the working hours of different teams.
“Agiloft is one of the most caring and responsive vendors that I have ever worked with”
— Dave Ross, Cal Poly
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What Makes Us Different
BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.
BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.
Key Features
Some of BMC Helix ITSM’s key features include:
Reviews from Real Users
BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.
A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”
Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.”
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
