BMC Helix ITSM vs Freshservice
Compare BMC Helix ITSM and Freshservice on features, pricing, and buyer fit using the same researched criteria.
BMC Helix ITSM
Enterprise ITSM (Helix / Remedy lineage) — no BMC.com list; AppExchange signal ~$114.75/named user/mo. Always RFP. Does not outrank ServiceNow 8.7.
Best for
- • Remedy-lineage estates moving to Helix ITSM
- • Enterprise RFP buyers comparing BMC Helix to ServiceNow and Ivanti
- • ITIL-mature shops that will not self-serve a $19 agent tile
Starting from $115.00/user/mo
No free plan
VS
Our verdict
No universal winner. Choose based on which criteria matter most for your team.
BMC Helix ITSM is better for
- ✓ AI features
- ✓ Integrations
Freshservice is better for
- ✓ Ticketing depth
- ✓ Live chat
- ✓ Knowledge base
- ✓ Omnichannel inbox
Choose BMC Helix ITSM if: Remedy-lineage estates moving to Helix ITSM
Choose Freshservice if: IT teams needing ITIL-style incidents, changes, and asset management
Freshservice
Freshworks ITSM service desk — Starter $19, Growth $49, Pro $99 agent/mo annual. ITSM landscape; no cross-cluster comparisons.
Best for
- • IT teams needing ITIL-style incidents, changes, and asset management
- • Employee service desk and internal support portals
- • Freshworks customers wanting ITSM separate from Freshdesk
Starting from $19.00/user/mo
No free plan
Feature comparison
Grouped feature support from verified product research for BMC Helix ITSM and Freshservice.
Capabilities
| Feature | BMC Helix ITSM | Freshservice | Winner |
|---|---|---|---|
| Incident management | Strong | Not evidenced | — |
| Change & problem management | Strong | Not evidenced | — |
| Service catalog | Strong | Not evidenced | — |
| Infrastructure monitoring | Moderate | Not evidenced | — |
| APM & distributed tracing | Limited | Not evidenced | — |
| Log management | Moderate | Not evidenced | — |
| Source control & repos | Limited | Not evidenced | — |
| CI/CD & automation | Moderate | Not evidenced | — |
| Hosting control panel | Limited | Not evidenced | — |
| Managed hosting platform | Limited | Not evidenced | — |
| Cloud PaaS / app platform | Limited | Not evidenced | — |
| Proxy / web data network | Limited | Not evidenced | — |
| ITSM AI assistance | Strong | Not evidenced | — |
| Developer AI assistance | Limited | Not evidenced | — |
| On-call & paging | Strong | Not evidenced | — |
| Enterprise security & SSO | Strong | Not evidenced | — |
| Analytics & reporting | Strong | Not evidenced | — |
| Ticketing | Not evidenced | Strong | — |
| Shared inbox | Not evidenced | Strong | — |
| Live chat | Not evidenced | Moderate | — |
| Knowledge base | Not evidenced | Strong | — |
| Omnichannel inbox | Not evidenced | Moderate | — |
| SLA & routing | Not evidenced | Strong | — |
| Macros & automation | Not evidenced | Strong | — |
| Self-service portal | Not evidenced | Strong | — |
| CSAT / satisfaction surveys | Not evidenced | Strong | — |
| Helpdesk reporting | Not evidenced | Strong | — |
| Ecommerce helpdesk | Not evidenced | Limited | — |
| ITSM / service desk | Not evidenced | Strong | — |
| Chatbot / AI agent | Not evidenced | Strong | — |
| Agent copilot | Not evidenced | Strong | — |
| Phone support | Not evidenced | Limited | — |
| Helpdesk integrations | Not evidenced | Strong | — |
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