BMC Helix ITSM vs ConnectWise PSA comparison

BMC Helix and ConnectWise are both solutions in the Help Desk Software category. BMC Helix is ranked #9 with an average rating of 7.8, while ConnectWise is ranked #15 with an average rating of 8.0. BMC Helix holds a 4.8% mindshare in HDS, compared to ConnectWise’s 1.3% mindshare. Additionally, 87% of BMC Helix users are willing to recommend the solution, compared to 100% of ConnectWise users who would recommend it.

BMC Helix ITSM

Read 78 BMC Helix ITSM reviews

7,034 Views
5,838 Comparison Views

87% willing to recommend

ConnectWise PSA

Read 21 ConnectWise PSA reviews

2,275 Views
1,706 Comparison Views

100% willing to recommend

BMC Helix ITSM

ConnectWise PSA

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

BMC Helix ITSM and ConnectWise PSA are competitive products in the IT service management category. ConnectWise PSA might have an advantage in terms of simplicity and automation, especially for small to medium enterprises.

Features: BMC Helix ITSM offers robust incident and change management, comprehensive ITIL processes, and strong integration capabilities. ConnectWise PSA stands out with end-to-end integration from sales to delivery, effective ticketing, and comprehensive project management features.

Room for Improvement: BMC Helix ITSM needs to improve its user interface and ease of customization, often requiring extensive effort which can slow agile development. It also has outdated reporting features. ConnectWise PSA could enhance its interface, workflow reliability, and customization options for third-party integrations. Faster performance and simplified setup would also be beneficial.

Ease of Deployment and Customer Service: BMC Helix ITSM offers a variety of deployment options, including on-premise and cloud solutions, but requires strong internal support due to complexity. Customer service varies by support tier. ConnectWise PSA, with a cloud-focused approach, provides easier deployment and more consistent support though technical experiences may vary.

Pricing and ROI: BMC Helix ITSM is high-priced, justified by its extensive features, but may not be suitable for small businesses despite positive ROI when integrated into larger ITSM strategies. ConnectWise PSA provides competitive subscription pricing advantageous for small to medium enterprises, delivering comprehensive functionalities, though licensing restrictions could be an issue for smaller firms.

To learn more, read our detailed BMC Helix ITSM vs. ConnectWise PSA Report (Updated: April 2026).

Buyer's Guide

BMC Helix ITSM vs. ConnectWise PSA

April 2026

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Helped 893,244 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

BMC Helix ITSM

Ranking in Help Desk Software

9th

Average Rating

8.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (8th)

ConnectWise PSA

Ranking in Help Desk Software

15th

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Business Management Software (1st), Professional Services Automation (PSA) (1st)

Mindshare comparison

As of May 2026, in the Help Desk Software category, the mindshare of BMC Helix ITSM is 4.8%, down from 9.8% compared to the previous year. The mindshare of ConnectWise PSA is 1.3%, down from 2.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
BMC Helix ITSM	4.8%
ConnectWise PSA	1.3%
Other	93.9%

Help Desk Software

Featured Reviews

KuldeepNayak

Senior Application Developer BMC at Balfour Beatty

Self-service portal significantly reduces resolution time and transforms service process with advanced features

We initially had a lot of tickets generated via the service desk through calls and emails. Now, we have almost moved out of email creations by introducing the DWP features on the Studio pages, with about 90% of the tickets coming in via our self-service portal. Recent upgrades offer different types of views for particular business lines, which was missing earlier. The new landing pages have allowed us to add banners, images, and internal videos, encouraging most customers to use these DWP self-service features. Resolution time has decreased significantly since implementing the self-service portal. Additionally, the availability of knowledge articles, chatbots, and the new Helix GPT feature has improved service processes.

Read full review

Sivashankar Krishnamoorthie

Associate Director at a outsourcing company with 51-200 employees

Centralized alerts and ticketing have improved SLA compliance and guided infrastructure decisions

For system monitoring and the alert system within ConnectWise PSA, we find it very useful, and its critical alerts are very important for us for ISOs and SOC compliances. The ticketing follow-up system is good, and there are many features that are very good in ConnectWise PSA. We use the time tracking feature with ConnectWise PSA, specifically for SLAs. The time tracking feature helps us improve billing accuracy, as it is really useful in improving the SLA of the tickets. We have different SLAs for different customers, including those who need a response within one hour and those who need a solution in one hour. According to those customer requirements, we have set the SLAs on the platform, and we get alerts if a ticket is going to be nearing the SLA. With the help of that, we improve the turnaround time and achieve the SLAs up to 90 percent maximum. ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers. We can see the number of tickets and analyze server performance to make decisions, so it helps in that way.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"BMC products have been built over the years to make them highly stable and scalable, inline with the ITIL best practice."

"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."

"The most valuable feature is the ability to have ITIL Out Of The Box (OOTB) functionality that can be readily customised to fit the specific needs of any given business organisation."

"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."

"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."

"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."

"So far this is the best tool that I have used."

"In general, for incident management, it's okay."

More BMC Helix ITSM pros

"It handles ticketing pretty well, and it's not something I have many critiques for."

"Pretty much our whole company runs through ConnectWise Manage."

"The initial setup isn't too difficult."

"Contact integration to customers faster way to update the ticket searching for tickets when it is needed."

"The most valuable feature is the management of projects from start to finish, starting with sales and going right to project delivery, with automation and integration with our other systems and really good usability supported by a very thorough knowledge base."

"I have used other ticketing systems and they have not been as solid as ConnectWise."

"All the features of ConnectWise Manage are valuable. However, ticketing, customer management, customer communication, technician efficiency, calendars, coding, billing, invoicing, and contract management are available. It's a complete solution. Additionally, the company is responsive with the ability to progress or make necessary changes happen."

"I've talked to other MSP owners and I still have the opinion that it's the best solution out there."

More ConnectWise PSA pros

Cons

"Customer Service could use some improvement – while they are technically very good, some of the agents have poorer communication skills than others."

"The user experience could be better."

"In the next release, I would like to see AI used for classification or categorization."

"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."

"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."

"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."

"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."

"BMC Helix ITSM should have an easy-to-use user interface."

More BMC Helix ITSM cons

"It needs to be easier to share tickets between users who need to work together."

"The speed could be better, and the reporting could be a lot better."

"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."

"It would be nice if ConnectWise gave us more flexibility when using customized fields in the interface."

"ConnectWise Manage can improve third-party integrations and the UI."

"It would be nice if ConnectWise gave us more flexibility when using customized fields in the interface. You can set up a user-defined field, but those don't port over to tables. It's really inconvenient."

"The UI needs a lot of improvement. ConnectWise has a very outdated 90s interface and it's difficult to access from the mobile app because of the limited number of features you can access."

"All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous."

More ConnectWise PSA cons

Pricing and Cost Advice

"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."

"If you are looking for some kind of professional services form the OEM then you would have to purchase that."

"The cost is relatively high, especially for the BMC Controller application. However, the expense is justified by the standard and reliable features it offers. This product's reputation in the market is strong, providing assurance in terms of data and other considerations."

"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."

"It is costly, but it is well worth it."

"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."

"While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper."

"The price of BMC Helix ITSM is expensive."

More BMC Helix ITSM pricing and cost advice

"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."

"The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."

"The pricing of ConnectWise Manage is reasonable."

"The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's pretty good."

"There are some different add-ons and benefits that are optional and come at an additional cost."

"We're paying $940 a month for 14 users."

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Top Industries

By visitors reading reviews

Financial Services Firm

12%

Manufacturing Company

10%

Computer Software Company

Government

Construction Company

11%

Performing Arts

10%

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	14
Large Enterprise	55

By reviewers
Company Size	Count
Small Business	18
Midsize Enterprise	3
Large Enterprise	1

Questions from the Community

What needs improvement with BMC Helix ITSM?

Although BMC Helix ITSM is a strong enterprise platform, there are areas where it could be improved. One key area is usability and simplification of configuration, especially for new administrators...

See all answers

What is your primary use case for BMC Helix ITSM?

My main use case for BMC Helix ITSM is validating and automating core ITSM workflows, such as incident, change, and service request management. I focus on ensuring that these workflows function cor...

See all answers

What is your experience regarding pricing and costs for BMC Helix ITSM?

My thoughts on the pricing and licensing cost of BMC Helix ITSM are that it is flexible.

See all answers

What is your experience regarding pricing and costs for ConnectWise Manage?

We are purchasing 1,000 seats per year, so I am aware of the pricing and we are getting it at a dealer's price. The pricing of ConnectWise PSA is affordable, although the only part where I find the...

See all answers

What needs improvement with ConnectWise Manage?

The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help from support or raise a ticket with to get it forwarded. The configuration part...

See all answers

What is your primary use case for ConnectWise Manage?

I have been working with ConnectWise PSA for the past four years, and we are using the platform for our ticketing system and to automate systems. My main use cases with ConnectWise PSA include taki...

See all answers

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Compared 4% of the time

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Product Reports

Buyer's Guide

BMC Helix ITSM

May 2026

Download BMC Helix ITSM product report

Buyer's Guide

ConnectWise PSA

May 2026

Download ConnectWise PSA product report

Also Known As

Remedy ITSM, Remedy, Helix Remedy, BMC Helix IT Service Management

ConnectWise Manage

Overview

BMC Helix ITSM offers advanced IT service management, integrating incident, change, and problem management for streamlined operations. Its ITIL Out Of The Box functionality and strong automation tools enhance service delivery, making it a vital tool for comprehensive IT process oversight.

Designed for diverse business environments, BMC Helix ITSM delivers exceptional customization and integration capabilities. Its automation and self-service features enable efficient incident management and service request handling, all while providing robust reporting tools. The platform scales effectively across businesses, supported by intuitive interfaces, built-in workflows, and APIs for seamless change management. This allows organizations to streamline processes and maintain compliance with ease. However, users have identified improvement areas such as user friendliness, cloud management, and the need for a mobile version. Transitioning between versions should be more fluid, and better customer support responsiveness is needed.

What are the most important features?

Call Logging: Efficiently document and manage support requests.
Escalation Features: Automatically prioritize and handle urgent issues.
Customization: Tailor processes to suit specific requirements.
Integration Capabilities: Connect with other tools to enhance data analysis.
Automation: Streamline workflows to improve service efficiency.
Self-Service: Enable users to resolve issues independently.
Service Request Management: Simplify intake and resolution of service requests.
Reporting Tools: Gain insights and improve IT service operations.

What benefits and ROI should users look for?

Operational Efficiency: Enhance productivity through streamlined workflows.
Scalability: Adapt to growing business demands seamlessly.
Compliance: Maintain regulatory standards effortlessly.
Performance: Achieve rapid issue resolution and improved service levels.
Flexibility: Accommodate diverse IT environments with customizable features.

BMC Helix ITSM is widely used across industries for IT service management and enterprise ticketing systems. Organizations leverage its capabilities to manage internal and external service desks, aligning with ITIL best practices. The platform aids in managing infrastructure, ensuring service assurance, and maintaining network provisioning. Through integration with other tools, companies bolster data analysis and automate workflows, enhancing overall operational efficiency.

BMC Helix

ConnectWise PSA provides cloud-based features for seamless customer management, efficient ticketing, and enhanced technician productivity. With integration capabilities, it supports contract management, sales operations, inventory tracking, and billing flexibility, meeting diverse needs of users.

ConnectWise PSA addresses core functionalities such as customer relations management and IT issue management. It simplifies operations through critical alerts, SLA management, and comprehensive reporting tools, providing decision-makers with valuable insights. Complex contract support, along with integration capabilities, allows existing systems to function smoothly within the ConnectWise ecosystem. Users benefit from automated procedures, shortcuts, and search functionalities that streamline processes and improve efficiency in project management, financial tracking, and inventory maintenance.

What features define ConnectWise PSA?

Cloud-based Functionality: Ensures easy access and management across platforms.
Ticketing System: Enhances customer management and improves operational efficiency.
SLA Alerts and Reporting: Provides timely insights for better decision-making.
Automation and Shortcuts: Streamlines processes to increase productivity.
Seamless Integration: Works with existing systems, improving resource management.

What benefits should be expected?

Improved Technician Efficiency: Facilitates quick service delivery and task management.
Enhanced Customer Management: Provides vital tools for maintaining strong client relations.
Decision-Making Support: Offers robust reporting tools for strategic planning.
Billing Flexibility: Adapts to varied financial needs.

In industries like IT services, managed service providers utilize ConnectWise PSA for effective ticket management and comprehensive service desk functionalities. The platform facilitates tracking sales and managing endpoints, ensuring swift access to client configurations. Organizations leverage procurement and dispatch scheduling capabilities for streamlined operations. By integrating MSP Help Desk functionalities, they enhance invoice management and bulk ticket management, supporting optimum service delivery.

ConnectWise

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University

IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels

Buyer's Guide

BMC Helix ITSM vs. ConnectWise PSA

April 2026

Free Report: BMC Helix ITSM vs. ConnectWise PSA

Find out what your peers are saying about BMC Helix ITSM vs. ConnectWise PSA and other solutions. Updated: April 2026.

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