BMC Helix ITSM vs. Freshservice
A side-by-side comparison based on G2 review data.
| Metric | BMC Helix ITSM | Freshservice |
|---|---|---|
| Overall rating | 3.7 | 4.6 |
| Review count | 301 | 1,366 |
| Ease of use | 7.6 | 9.3 |
| Ease of setup | 7.5 | 9.0 |
| Quality of support | 7.8 | 9.1 |
| Meets requirements | 8.3 | 9.0 |
| NPS | 10.452962 | 75.644917 |
| Small Business | 4.7% | 18.0% |
| Mid-Market | 20.3% | 60.9% |
| Enterprise | 75.0% | 21.1% |
| Total page views | 548 | 3,143 |
| Total LLM citations | 5,396 | 28,238 |
BMC Helix ITSM
BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations. BMC Helix ITSM is a low-/no-code solution for enterprises to build, deploy, and manage IT assets and applications. It does this in three ways. First, BMC Helix ITSM is built upon the BMC Helix for ServiceOps platform, which unifies service and operations management with common data stores.
- Ease of Use
- Ticket Management
- Navigation Ease
- Efficiency
- AI Integration
- Workflow Management
Freshservice
Freshservice by Freshworks is an AI-powered, unified service operations platform built for agile enterprises that need to move fast without sacrificing control. Freshworks is named a Leader in the 2026 Gartner® Magic Quadrant™ for IT Service Management Platforms, recognition we believe reflects our strategic platform investments, product enhancements shaped by customer feedback, and strong visibility among ITSM buyers.
- Ease of Use
- Features
- Automation
- Ticketing System
- Ticket Management
- User Interface