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

OTRS and BMC Helix ITSM cater to the helpdesk category with distinct strengths. OTRS focuses on enhancing customer relationships and features strong security and privacy options, making it popular in IT and services. BMC Helix ITSM excels in workflow management and integration, appealing to a broader range, including telecommunications and education sectors. Both offer 24/7 support, with mid-large enterprises favoring BMC Helix for its greater ease of migration and comprehensive custom reporting.

OTRS: OTRS solutions are individually configured for flexibility and customization. They enable efficient work, convenient performance measurement, and easy 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.

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

Key Capabilities Supported

OTRS supports helpdesk management, focusing on knowledge and communication, ensuring smooth operation within customer feedback loops. read more →

BMC Helix ITSM covers helpdesk and workflow management, enhancing operation with social media capabilities for broader engagement. read more →

Business Goals

OTRS aims to enhance customer relationships and internal communication, aligning with firms focusing on customer-centric improvements. read more →

BMC Helix ITSM helps scale best practices and improve efficiencies, suiting businesses aiming to streamline operations. read more →

Core Features

OTRS features robust integration and custom reporting, with a standout focus on security and privacy, ideal for secure environments. read more →

BMC Helix ITSM provides extensive custom reporting and integration options, alongside easy data migration, attracting varied industries. read more →

Vendor Support

OTRS offers dependable 24/7 support with multiple channels including chat and email, catering to diverse user preferences. read more →

BMC Helix ITSM provides comprehensive 24/7 support through email, chat, and phone, ensuring user satisfaction. read more →

Segments and Industries

OTRS suits IT and services sectors, utilized by small to large enterprises, reflecting its adaptability across scales. read more →

BMC Helix ITSM is popular in telecommunications and education, with diverse segment use from small organizations to enterprises. read more →

Operational Alignment

OTRS integrates well into IT operations, suitable for those seeking security while maintaining customer engagement. read more →

BMC Helix ITSM fits more complex environments, supporting operations at various scales with its broad feature set. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

medium

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low

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Security & Privacy Risk

medium

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medium

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Integration Risk

medium

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low

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Migration Risk

high

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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

Phone Support

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Chat Support

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24/7 Support

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Email Support

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Others

Analytics

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Custom Reports

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AI Powered

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Most deployed common Use Cases for OTRS and BMC Helix ITSM

What solutions does OTRS and BMC Helix ITSM provide for Helpdesk Management?

OTRS is an open-source helpdesk tool that helps manage service functions and automate communication with customers and employees. BMC Helix ITSM focuses on IT helpdesk enablement and automation of communication and documentation. Both tools handle helpdesk tickets and workflows, but OTRS provides statistical reporting and process management features. BMC Helix ITSM offers scalability between help desks and user groups. One limitation of both tools is that they can require additional effort to complete tasks, such as filling out forms.

"...I've been using OTRS for quite a few years now, and it's an excellent piece of software that makes my life as a sysadmin/support desk guy easier...." Peer review by Verified Reviewer

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

Why is OTRS and BMC Helix ITSM the best choice for Knowledge Management?

Both OTRS and BMC Helix ITSM offer knowledge management features. OTRS provides a knowledge base that can be accessed through a self-service portal, allowing users to find information without needing to create a ticket. BMC Helix ITSM also offers knowledge management capabilities, but it has a more complex interface and may require administrators to streamline knowledge updates. OTRS provides a wider range of self-service features, including the ability to create a separate service catalog.

"...We create FAQs and SOPs and add it to OTRS which makes it a great internal Knowledge Base...." Peer review by Annie M., IT Service Desk

"...The suite is bundled with Incident Management, Change Management, Release Management, Problem Management, Knowledge Management, Asset Management et where you can take control of all your infrastructure...." Peer review by Eva L., Independent Consultant

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

Both OTRS and BMC Helix ITSM provide workflow management capabilities. OTRS excels at creating customizable workflows for various departments, automating processes, and integrating with external systems. BMC Helix ITSM focuses on comprehensive workflow tracking, simplifying incident management, and allowing for UI customization. However, BMC Helix ITSM suffers from limitations in customization and can have complex workflows that may require simplification.

"...Great software to create cases, workflows, ticket validation and changes...." Peer review by Administrator

"...Great interface powerful backend and workflow engine...." Peer review by Agency

How does OTRS and BMC Helix ITSM facilitate Communication Management?

Both systems, OTRS and BMC Helix ITSM, manage communication effectively by automatically creating tickets from emails and providing email integration for notifications. OTRS excels in automation by facilitating recurring tasks such as sending emails and managing ticket fields, whereas BMC Helix ITSM focuses on tracking incidents, calls, and changes in a centralized location. However, BMC Helix ITSM struggles with email sending within the software itself.

"...Any users facing the issue, send an Email to us and the OTRS automatically converts it into a ticket which the admin can see and resolve all the issues...." Peer review by Mukhtiyar A, Associate-IT, Information Technology and Services

"...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