Guiding you to choose between BMC Helix ITSM vs. SysAid: 2024

Comparison Summary

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: Customer Satisfaction Data

Most deployed common Use Cases for BMC Helix ITSM and SysAid

How does BMC Helix ITSM and SysAid facilitate 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.

"...We use Remedy as a ticketing system for our IT help desk...." Peer review by Brittany W, Human Resources Assistant, Non-Profit Organization Management

"...Help-desk staff is responsible for distributing the corresponding tickets to each resolving entity in the IT area...." Peer review by Jose V, Telecommunications Administrator

How can BMC Helix ITSM and SysAid optimize your Workflow Management Workflow?

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.

"...Workflows can be defined to track the request/ incident management process. ...." Peer review by Sachin D., Senior Consultant, Banking

"...Clear interface, Good training, Easy to use and customise clear ticketing and workflows...." Peer review by Lieven E, certified expert, Information Technology and Services

How does BMC Helix ITSM and SysAid facilitate Knowledge Management?

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

"...Our end users can enter tickets and then check on/read the notes that we enter, we have a pretty good Knowledge Base now, and we keep track of our inventory with it...." Peer review by Tracy V

Why is BMC Helix ITSM and SysAid the best choice for 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.

"...Decent Service desk tool for logging, tracking and monitoring of incident, change and problem tickets in a IT service management environment. ...." Peer review by Adnan L., Project manager, Computer Software

"...The main improvements of the latest version is the mobile device management and business intelligence which facilitates the monitoring and tracking service...." Peer review by Administrator