AlertOps vs. BMC Helix ITSM: Help Desk Solution Comparison 2025

Overview: AlertOps and BMC Helix ITSM as Help Desk Category solutions.

AlertOps and BMC Helix ITSM both serve as help desk solutions with distinct strengths. AlertOps is tailored for large enterprises, emphasizing workflow and collaboration with features like custom reports and security. BMC Helix ITSM, suitable for a broader range of businesses, supports helpdesk management and scalability with robust integration capabilities.

AlertOps: AlertOps is focused on being the best incident management platform for ITOps, NOC, and DevOps teams. It offers flexible on-call schedules and tool integrations.

BMC Helix ITSM: BMC Helix ITSM delivers predictive IT service management for modern enterprises. Enhanced efficiency and proactive problem-solving are provided by BMC Software's solution.

AlertOps and BMC Helix ITSM: Best Use cases based on the customer satisfaction data

Key Capabilities Supported

AlertOps supports workflow management, collaboration, and communication, which is ideal for structured team coordination. read more →

BMC Helix ITSM focuses on helpdesk and knowledge management, suited for businesses needing comprehensive service management. read more →

Business Goals

AlertOps aims to help improve efficiency and stakeholder relations, with a focus on scaling best practices. read more →

BMC Helix ITSM facilitates customer acquisition and efficiency enhancement, supporting strategic growth and product launches. read more →

Core Features

AlertOps offers integration, custom reports, and security features, catering to users requiring extensive data handling. read more →

BMC Helix ITSM provides strong integration and compliance capabilities, appealing to users focused on comprehensive data import/export. read more →

Vendor Support

AlertOps offers 24/7, phone, chat, and email support, meeting the diverse support preferences of users. read more →

BMC Helix ITSM extensively supports via email, phone, chat, and 24/7 availability, which is crucial for maintaining consistent service levels. read more →

Segments and Industries

AlertOps is widely used by large enterprises in IT, software, and internet industries. read more →

BMC Helix ITSM is favored by various sectors like IT, telecommunications, and education among different business sizes. read more →

Operational Alignment

AlertOps aligns effectively with large enterprise workflows, emphasizing structured operational frameworks. read more →

BMC Helix ITSM aligns with diverse organizational structures, accommodating varying operational scales and complexities. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

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low

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Security & Privacy Risk

low

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medium

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Integration Risk

low

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low

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Migration Risk

medium

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medium

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IT and Other Capabilities

Low
Medium
High

Ease of migration

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Data

Data Import

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Data Export

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Support

24/7 Support

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Phone Support

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Chat Support

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Email Support

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Others

Custom Reports

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Analytics

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AI Powered

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Most deployed common Use Cases for AlertOps and BMC Helix ITSM

Why is AlertOps and BMC Helix ITSM the best choice for Workflow Management?

Both Alertops and BMC Helix ITSM offer workflow management capabilities. Alertops excels in automating notifications and integrations, allowing for custom workflows to manage alerts, tickets, and data from integrated systems. BMC Helix ITSM, on the other hand, focuses on comprehensive workflow tracking and process management with customizable user interfaces. However, BMC Helix ITSM faces limitations in simplifying complex workflows and streamlining user settings.

"...The tool allows users to create custom workflows for sending alerts to stakeholders and lets ticketing software automate callbacks, close/open tickets, and fetch data from other integrated systems...." Peer review

"...The only thing I see development wise still remaining is for SmartIT to support all customizations and workflows. . ...." Peer review by Richard E.

Why is AlertOps and BMC Helix ITSM the best choice for Helpdesk Management?

AlertOps and BMC Helix ITSM both offer help desk management capabilities. AlertOps prioritizes integrations with various tools to facilitate collaboration and streamline incident management, while BMC Helix ITSM focuses on automating processes and providing comprehensive IT help desk solutions. Alertops offers pre-built integrations for popular monitoring and help desk systems, simplifying integration processes. BMC Helix ITSM addresses scalability challenges and offers reporting features to enhance user experience. Both tools are limited in that they require user intervention for certain tasks.

"...FreshService ITSM software for your service desk and help desk automation tool. ..." Resolve Major IT Incidents & Automate Real-time Operations

"...They have resolved with the new versions what complaints I had about scalability between multiple help desks and user groups, and the reporting required...." Peer review by Robert V., Manager ASU SkySong Site Helpdesk, Education

What makes AlertOps and BMC Helix ITSM ideal for Communication Management?

Alertops and BMC Helix ITSM are both tools for managing communication related to IT incidents. Alertops allows for real-time call routing, tracking of interactions, and integration with monitoring tools. It also provides features for sending rich-text notifications, managing outage communication, and assigning user roles. BMC Helix ITSM focuses on logging, tracking, and monitoring incidents, changes, and problems. It also supports cross-vendor communication, integrates with other tools, and offers reminders and progress notifications. However, BMC Helix ITSM is slower than Alertops and has limitations in sending emails to customers.