BMC Helix ITSM vs SolarWinds Web Help Desk comparison

Why PeerSpot?

BMC Helix and SolarWinds are both solutions in the Help Desk Software category. BMC Helix is ranked #9 with an average rating of 7.7, while SolarWinds is ranked #30. Additionally, 87% of BMC Helix users are willing to recommend the solution, compared to 85% of SolarWinds users who would recommend it.

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Executive SummaryUpdated on Jun 3, 2026

BMC Helix ITSM and SolarWinds Web Help Desk compete in the IT Service Management domain, with BMC Helix ITSM typically having the upper hand in flexibility and integration, while SolarWinds is favored for its simplicity and cost efficiency.

Features: BMC Helix ITSM is recognized for advanced automation, multi-cloud capabilities, and comprehensive reporting tools, providing a robust platform for managing complex IT environments. SolarWinds Web Help Desk offers intuitive ticket management, asset tracking features, and a simple interface, making it user-friendly and accessible.

Room for Improvement: BMC Helix ITSM could enhance its deployment simplicity and reduce initial setup time. Additional improvements could be made in user interface customization and streamlining integration processes. SolarWinds Web Help Desk would benefit from more advanced integration options, enhanced reporting capabilities, and improved automation features to better manage complex environments.

Ease of Deployment and Customer Service: SolarWinds Web Help Desk is known for its easy deployment with both hosted and on-premise options, ensuring rapid setup and consistent customer support. BMC Helix ITSM offers extensive customization and a cloud-based model but requires more comprehensive initial deployment efforts and time investment.

Pricing and ROI: BMC Helix ITSM involves higher upfront costs but offers significant potential ROI in complex IT settings due to its extensive features. SolarWinds Web Help Desk presents a cost-effective pricing model with quicker returns from lower initial costs and straightforward maintenance, appealing to organizations focusing on effective cost management and swift economic return.

To learn more, read our detailed BMC Helix ITSM vs. SolarWinds Web Help Desk Report (Updated: September 2026).

Buyer's Guide

BMC Helix ITSM vs. SolarWinds Web Help Desk

September 2026

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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KuldeepNayak

Senior Application Developer BMC at Balfour Beatty

Self-service portal significantly reduces resolution time and transforms service process with advanced features

We initially had a lot of tickets generated via the service desk through calls and emails. Now, we have almost moved out of email creations by introducing the DWP features on the Studio pages, with about 90% of the tickets coming in via our self-service portal. Recent upgrades offer different types of views for particular business lines, which was missing earlier. The new landing pages have allowed us to add banners, images, and internal videos, encouraging most customers to use these DWP self-service features. Resolution time has decreased significantly since implementing the self-service portal. Additionally, the availability of knowledge articles, chatbots, and the new Helix GPT feature has improved service processes.

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GANESAN K

Senior Technical Engineer at Safezone Secure Solutions Private Limited

Has supported daily operational workflows and improved approval management across departments

We actually do the reselling. We created a self-service portal for the customers, and this particular function does impact reducing IT staff workload overall. From technical standpoints, comparing SolarWinds Web Help Desk with TeamViewer, we need ease of configuration and ease of allocating, creating new fields or creating new layouts for many specific use cases. An organization can have a number of use cases when it comes to a ticketing tool. It's not a security solution; it's more of a service solution where you will be configuring the needed categories and needed fields for each department. On a scale of 1-10, I rate SolarWinds Web Help Desk an 8.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Other products are more low-code, whereas Automation Anywhere is no-code making it easier to learn and user-friendly."

"It improved the task performance at a team level and improved productivity."

"Overall, this is a great tool because it's easy to maintain and it can reduce hiring costs, leading to reduced overall costs in the future."

"One of the most valuable features is object cloning, the ability to get into websites and do things faster."

"Automation has helped us improve productivity in that it first of all saves time, and because of the automation we are able to eliminate human errors, so it is really good for improving our productivity and has helped us a lot."

"One of the strengths of Automation Anywhere is its user-friendly interface, which makes it accessible even to those without a development background."

"Automation Anywhere has eliminated the manual intervention from us by automating the entire onboarding process and the checking on the new suppliers and tour operators."

"The graphical user interface (GUI) is very useful, since I don't know any coding languages. I have been able to be a developer with Automation Anywhere without knowing the technical background. I am a business user, and not needing the technical knowledge to use the system has been useful for me."

More Automation Anywhere pros

"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."

"It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"

"Helix is stable."

"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."

"It's one of the top solutions on the market for ITSM capabilities."

"The ability to utilise CMDB information is the most valuable feature for us as it helps us to see interlinkages between CIs."

"The mobile features are the best part of the new version, as it is easy to be notified and update your work from a mobile, which is great."

"It's easy to customize and provides a range of features you can customize with practically no exceptions unlike its competing products like ServiceNow, etc. which have many limitations."

More BMC Helix ITSM pros

"It is easy to use."

"A person who is not in IT, but has some good ITSM knowledge will be able to configure it directly on SolarWinds, and Manage Engine."

"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."

"SolarWinds is scalable as far as adding devices and servers."

"The solution scales well; currently is working for 60 help desk technicians (IT and non-IT) for over 2,000 users."

"SolarWinds is a very good application that provides you with a detailed monitoring capability of your network and assets."

"The most valuable feature of this solution is the assets management module."

"Once installed, it runs like a charm and doesn't ever crash."

More SolarWinds Web Help Desk pros

Cons

"They have a ridiculously expensive bot licensing structure, especially for the Asian region."

"There are many bots available on the Bot Store. However, my developer told me that he was unhappy with the quality of the bots available."

"The licensing model could be a lot less complex, mainly due to their different structures, which are not straightforward."

"Automation Anywhere should add a couple of commands which will help most developers not to always use a script, a good example is in String operations."

"Looking at the POC's requirements and use cases, our customers are asking us for the OCRing of handwritten documents."

"As far as stability is concerned, there have been some challenges."

"The Insight feature could be improved. I don't think there's a lot of information about how to use Insight, so you have to try different scenarios to understand that feature better."

"One thing with the bot that we are always struggling with is the memory management."

More Automation Anywhere cons

"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."

"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."

"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."

"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."

"In the next release, I would like to see AI used for classification or categorization."

"It has created more layers of bureaucracy."

"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."

"All products can be improved. For this solution, the customization could be improved."

More BMC Helix ITSM cons

"The technical team is not competent, or available, and they do not know the product."

"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."

"It would be good if there were training and tutorial videos on the Web Help Desk."

"This solution needs to have mobile application support added."

"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."

"This is a good solution, but the GUI is really old-fashion and needs to be updated."

"Dashboards need some amount of work to be done. Ease of customization is desired."

"The program seems buggy to me. Not infrequently, when I click to add a Note, the Notes section disappears instead of opening a box to add a Note."

More SolarWinds Web Help Desk cons

Pricing and Cost Advice

"Pricing is affordable and I would recommend beginning with the Starter Package."

"The cost is high for small-scale businesses but it is fine for medium and large enterprises. Its high licensing cost may affect small-scale businesses. Reducing licensing costs would benefit many users."

"There are some additional costs beyond the standard licensing fees. There are a couple of add-ons we've looked at: The IQ Bot for OCR and machine-learning were add-ons, as well as the Bot Insights - the analytics."

"It's cheapest among the competition, although bargaining is a must."

"Our pricing a year ago was $600 per license."

"I don't know exactly what the pricing schemes are for the product as this type of negotiation is not my responsibility, but I think the basic pricing comes to $15,000."

"The initial setup and licensing fees are high, and although it saves costs in the long run, reaching the break-even point can take at least six months."

"We're on a license package with Automation Anywhere (AA), paid yearly. What would be better is for them to have different packages for different types of organization."

More Automation Anywhere pricing and cost advice

"If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost."

"Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed."

"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."

"The price of BMC Helix ITSM is expensive."

"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."

"The cost is relatively high, especially for the BMC Controller application. However, the expense is justified by the standard and reliable features it offers. This product's reputation in the market is strong, providing assurance in terms of data and other considerations."

"If you are looking for some kind of professional services form the OEM then you would have to purchase that."

"There are licenses to use this solution."

More BMC Helix ITSM pricing and cost advice

"They charge by the technician. It costs $117 per technician per year."

"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

12%

Manufacturing Company

11%

Financial Services Firm

10%

Manufacturing Company

10%

Construction Company

Outsourcing Company

15%

Financial Services Firm

10%

Construction Company

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	86
Large Enterprise	562

By reviewers
Company Size	Count
Small Business	20
Midsize Enterprise	14
Large Enterprise	54

By reviewers
Company Size	Count
Small Business	5
Midsize Enterprise	1
Large Enterprise	3

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

What needs improvement with BMC Helix ITSM?

Although BMC Helix ITSM is a strong enterprise platform, there are areas where it could be improved. One key area is ...

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What is your primary use case for BMC Helix ITSM?

My main use case for BMC Helix ITSM is validating and automating core ITSM workflows, such as incident, change, and s...

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What is your experience regarding pricing and costs for BMC Helix ITSM?

My thoughts on the pricing and licensing cost of BMC Helix ITSM are that it is flexible.

See all answers

What needs improvement with SolarWinds Web Help Desk?

Areas of improvement can be enhanced regarding configuration. We had the deployment metrics and usability, ease of us...

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What is your primary use case for SolarWinds Web Help Desk?

For Zoho, we did OP Manager, Audit Security, AD Security and Asset Management, Patch Management. These things we are ...

See all answers

What advice do you have for others considering SolarWinds Web Help Desk?

We actually do the reselling. We created a self-service portal for the customers, and this particular function does i...

See all answers

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Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

BMC Helix ITSM

October 2026

Download BMC Helix ITSM product report

Buyer's Guide

SolarWinds Web Help Desk

September 2026

Download SolarWinds Web Help Desk product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

Remedy ITSM, Remedy, Helix Remedy, BMC Helix IT Service Management

No data available

Interactive Demo

Automation Anywhere

Demo not available

BMC Helix

Demo not available

SolarWinds

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

BMC Helix ITSM offers advanced IT service management, integrating incident, change, and problem management for streamlined operations. Its ITIL Out Of The Box functionality and strong automation tools enhance service delivery, making it a vital tool for comprehensive IT process oversight.

Designed for diverse business environments, BMC Helix ITSM delivers exceptional customization and integration capabilities. Its automation and self-service features enable efficient incident management and service request handling, all while providing robust reporting tools. The platform scales effectively across businesses, supported by intuitive interfaces, built-in workflows, and APIs for seamless change management. This allows organizations to streamline processes and maintain compliance with ease. However, users have identified improvement areas such as user friendliness, cloud management, and the need for a mobile version. Transitioning between versions should be more fluid, and better customer support responsiveness is needed.

What are the most important features?

Call Logging: Efficiently document and manage support requests.
Escalation Features: Automatically prioritize and handle urgent issues.
Customization: Tailor processes to suit specific requirements.
Integration Capabilities: Connect with other tools to enhance data analysis.
Automation: Streamline workflows to improve service efficiency.
Self-Service: Enable users to resolve issues independently.
Service Request Management: Simplify intake and resolution of service requests.
Reporting Tools: Gain insights and improve IT service operations.

What benefits and ROI should users look for?

Operational Efficiency: Enhance productivity through streamlined workflows.
Scalability: Adapt to growing business demands seamlessly.
Compliance: Maintain regulatory standards effortlessly.
Performance: Achieve rapid issue resolution and improved service levels.
Flexibility: Accommodate diverse IT environments with customizable features.

BMC Helix ITSM is widely used across industries for IT service management and enterprise ticketing systems. Organizations leverage its capabilities to manage internal and external service desks, aligning with ITIL best practices. The platform aids in managing infrastructure, ensuring service assurance, and maintaining network provisioning. Through integration with other tools, companies bolster data analysis and automate workflows, enhancing overall operational efficiency.

BMC Helix

SolarWinds Web Help Desk offers a streamlined approach to technical ticketing and asset management, enhancing departmental operations with efficient asset-user linking and automated scheduling.

Offering an intuitive interface for multiple roles, SolarWinds Web Help Desk enhances ticket management through automated scheduling. Integrating ticketing with remote support provides smooth transitions, while LDAP integration streamlines user permissions. It supports diverse departments, including non-IT sectors, providing detailed case management, reporting, and approval workflows.

What are the standout features of SolarWinds Web Help Desk?

Intuitive User Levels: Customizable interfaces for different roles enhance user experience.
Efficient Ticket Management: Automated scheduling aids in managing tickets effectively.
Comprehensive Asset Management: Links assets to users, improving resource tracking.
Advanced Search: Facilitates easy ticket retrieval and management.
Scheduled Report Generation: Uses Power BI for regular, detailed reports.

What benefits or ROI should users consider?

Streamlined Operations: Automates routine tasks, saving time and resources.
Enhanced Reporting: Detailed reports support data-driven decision-making.
Remote Support Integration: Smooth integration improves support team efficiency.
User and Asset Linkage: Increases asset usage visibility and accountability.

In industries like HR, cybersecurity, and maintenance, SolarWinds Web Help Desk is deployed on-premises, serving as a robust case management tool that supports both IT and non-IT departments' specific needs. It helps maintain departmental efficiency by managing technical tickets and supporting patch management workflows.

SolarWinds

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University

Instacart

Buyer's Guide

BMC Helix ITSM vs. SolarWinds Web Help Desk

September 2026

Free Report: BMC Helix ITSM vs. SolarWinds Web Help Desk

Find out what your peers are saying about BMC Helix ITSM vs. SolarWinds Web Help Desk and other solutions. Updated: September 2026.

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