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

BMC Helix ITSM and SysAid serve the Help Desk category with distinctive strengths. BMC Helix ITSM excels in integration and migration with broad compatibility. SysAid stands out with robust helpdesk management and comprehensive data handling. Both products offer extensive vendor support, catering to diverse industries, including IT and education. However, BMC Helix is preferred by smaller enterprises, while SysAid is favored by larger organizations, demonstrating their alignment with different business scales.

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.

SysAid: SysAid delivers automated IT service through a comprehensive, AI-powered next-gen ITSM platform. Exceptional service and advanced features are provided.

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

Key Capabilities Supported

BMC Helix ITSM focuses on helpdesk, workflow, and knowledge management with additional support for communication and social media. read more →

SysAid emphasizes helpdesk and workflow management with strong engagement and communication features. read more →

Business Goals

BMC Helix ITSM aids in scaling best practices and improving efficiency, along with customer acquisition and relationship-building. read more →

SysAid helps scale best practices, enhance customer relationships, and improve internal communication and ROI. read more →

Core Features

BMC Helix ITSM shines in integration, custom reports, and analytics, providing easy data migration and security measures. read more →

SysAid excels in offering extensive custom reports, data integration, and export capabilities, emphasizing security and privacy. read more →

Vendor Support

BMC Helix ITSM offers 24/7 support, with options for email, chat, and phone assistance. read more →

SysAid provides comprehensive 24/7 support through emails, chat, and phone, catering to varied customer preferences. read more →

Segments and Industries

BMC Helix ITSM attracts small to mid-sized enterprises and is prevalent in IT, telecommunications, and education sectors. read more →

SysAid largely serves enterprises and large enterprises, finding popularity in IT, healthcare, and education. read more →

Operational Alignment

BMC Helix ITSM is well-suited for small to medium operations, providing ease in integration and support for scaling. read more →

SysAid fits well with larger operations, offering versatile data and resource management capabilities. 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

medium

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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

Email Support

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Chat Support

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Phone Support

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24/7 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 BMC Helix ITSM and SysAid

What makes BMC Helix ITSM and SysAid ideal for Helpdesk Management?

Both Bmc Helix Itsm and Sysaid help manage helpdesk requests. Bmc Helix Itsm enables automation of documentation and communication within the helpdesk. Sysaid helps track helpdesk tickets, including IT purchases, and generates reports on service quality. Bmc Helix Itsm provides advanced features like identity management and change management, while Sysaid focuses on ease of use and affordability. Both tools have limitations; Bmc Helix Itsm has a dated user interface, and Sysaid lacks customization options.

"...This tool is used in the IT Service desk environment that support more than 10,000 employees...." Peer review by User

"...Customer support was very helpful, even on the free version to any questions I had...." Peer review by Christopher Deal

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

Both BMC Helix ITSM and Sysaid provide workflow management capabilities. BMC Helix ITSM offers a comprehensive, customizable workflow engine that allows for intricate process tracking and user-defined rules. Sysaid provides a more streamlined workflow experience with pre-built templates for common ITIL processes. However, Sysaid lacks the same level of customization as BMC Helix ITSM, limiting its ability to cater to complex or highly specific workflows.

"...It's easy to report any problem to service Desk , they receive the incident and start the workflow until the problem has been finally solved...." Peer review by Consultant

"...A lot of applications force you to modify workflows and processes to work with their application...." Peer review by Jason C.

How does BMC Helix ITSM and SysAid address your Knowledge Management Challenges?

Bmc Helix Itsm and Sysaid both support knowledge management, enabling users to store and share information. Bmc Helix Itsm is specifically designed to manage incidents, problems, changes, and assets, while Sysaid focuses on service requests, asset inventory, and knowledge base management. Bmc Helix Itsm's knowledge management tool is praised for its integration with other features and ability to analyze data, but some users have noted its limitations in user interface simplicity and keyword functionality. Sysaid's knowledge base functionality is lauded for its ease of use and integration with service requests, but users have pointed out challenges related to speed and picture upload.

"...The best part of remedy is the use of it and you can use it to start knowledge bases...." Peer review by Administrator

"...Branding with your company logo is a 2 minute job, and the knowledge base is great for those rare incidents that only occur now and then...." Peer review by Stephen S, Mr

How efficiently Does BMC Helix ITSM and SysAid manage your Communication Management?

Both Bmc Helix Itsm and Sysaid are used to manage communication in IT service management environments. Sysaid offers features for email integration, enabling users to easily create tickets and track responses. Bmc Helix Itsm provides tools for tracking incidents, managing changes, and sending notifications. Bmc Helix Itsm integrates with IBM Notes for improved record keeping, while Sysaid focuses on routing and prioritizing tickets. A limitation of both tools is the potential for automatic replies to reopen tickets, resulting in unwanted notifications.

"...I have used it also for tracking call center tickets, but I feel SAP CRM is more robust for doing so...." Peer review by Administrator

"...ease of opening tickets for our end users - simply sending an email and then setting up routing rules for ticket classification or assignment...." Peer review by Maura K., IT Helpdesk Supervisor, Manufacturing