OTRS vs. BMC Helix ITSM
A side-by-side comparison based on G2 review data.
| Metric | OTRS | BMC Helix ITSM |
|---|---|---|
| Overall rating | 4.4 | 3.7 |
| Review count | 38 | 301 |
| Ease of use | 9.3 | 7.6 |
| Ease of setup | 8.2 | 7.5 |
| Quality of support | 9.1 | 7.8 |
| Meets requirements | 9.3 | 8.3 |
| NPS | 56.756757 | 10.452962 |
| Small Business | 7.9% | 4.7% |
| Mid-Market | 31.6% | 20.3% |
| Enterprise | 60.5% | 75.0% |
| Total page views | 82 | 548 |
| Total LLM citations | 362 | 5,396 |
OTRS
OTRS is a flexible IT service management (ITSM) and service desk platform that helps organizations manage tickets, incidents, service requests, workflows, assets, and support operations from one centralized system. Built for organizations that need more than basic ticketing, OTRS supports ITIL-based service management processes, workflow automation, self-service, knowledge management, SLA management, reporting, and configuration and asset management.
- Tracking Ease
- Ticket Management
- Organization
- Ease of Use
- Management Centralization
- Customizability
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