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
Pros & cons
A balanced look at where each product shines — and where it falls short.
BMC Helix ITSM
Strengths in greenPros
- Stronger on ai features
- Stronger on integrations
Cons
- Trails on ticketing depth
- Trails on live chat
- Trails on knowledge base
Best for
Remedy-lineage estates moving to Helix ITSM
Freshservice
Trade-offs in redPros
- Stronger on ticketing depth
- Stronger on live chat
- Stronger on knowledge base
- Stronger on omnichannel inbox
Cons
- Trails on ai features
- Trails on integrations
Best for
IT teams needing ITIL-style incidents, changes, and asset management
Choose if…
Choose BMC Helix ITSM if
- 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
Choose Freshservice if
- IT teams needing ITIL-style incidents, changes, and asset management
- Employee service desk and internal support portals
- Freshworks customers wanting ITSM separate from Freshdesk
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