THE BMC HELIX DIFFERENCE

9 Ways
BMC Helix ITSM
Beats the Competition
 THE BMC HELIX DIFFERENCE

Businesses are operating at unprecedented speeds

and greater rates of change than ever before. As
a result, your choice of an IT service management
(ITSM) solution matters more than ever, too. Service
management excellence in a modern, digitally
transformed (or transforming) enterprise depends
on having the right culture, processes, and technical
solutions in place to maximize success. But not all
ITSM solutions are up to the task.
BMC Helix’s powerful ITSM suite comes with a wealth of features and capabilities.
According to a recent Forrester Total Economic Impact™ (TEI) Report of BMC Helix,
“Customers chose BMC Helix because it enabled them to quickly and effectively
modernize their ITSM operations, facilitating operational efficiency savings,
enhanced user experience and productivity, and business agility for future needs.”
Let’s take a look at nine key differentiators that separate BMC Helix ITSM from
the competition.

Gartner Ranks BMC #1

In 2019, Gartner named BMC a Magic Quadrant Leader for
IT Service Management Tools and ranked BMC Helix

# 1 For 10 of 12 critical capabilities

For 4 of 5 use cases

Sources:
Gartner Magic Quadrant for IT Service Management Tools, Rich Doheny, Chris Matchett, Siddharth Shetty, 29 August 2019
Gartner, Critical Capabilities for IT Service Management Tools, Rich Doheny, Chris Matchett, Siddharth Shetty, 4 September 2019

9 Ways BMC Helix ITSM Beats the Competition | 2

 THE BMC HELIX DIFFERENCE

BMC Helix ITSM: Your Competitive Advantage

Through the latest in digital and cognitive automation technologies, BMC Helix ITSM provides everything service desk
managers need to deliver predictive, industry-leading service management. Nine critical capabilities distinguish it from
the competition.

Persona-based UX increases user productivity

Productive User Experiences
and satisfaction.

Leading Knowledge Robust knowledge management and cognitive

Management Capabilities capabilities help users help themselves.

Powerful Incident Faster incident resolution and higher SLA compliance

and Problem Management improve customer satisfaction.

Intelligent Swarming Streamline and accelerate accurate solutions to

and ChatOps complex incidents.

Cognitive capabilities deliver an industry-leading,

Cognitive ITSM
proactive, and predictive service desk solution.

Efficient Upgrades Faster, more flexible upgrades, deployed at the speed

and Customizations of business and without unnecessary cost.

On-premises, cloud, or hybrid deployment models

Flexible Deployment Models
give you long-term flexibility.

Out-of-the-Box Lower costs and increase IT agility with prebuilt ITOM

ITOM Integrations integrations.

Licensing and The only ITSM platform that offers the pricing and
Pricing Flexibility licensing flexibility to mitigate wasteful spending.

9 Ways BMC Helix ITSM Beats the Competition | 3

 THE BMC HELIX DIFFERENCE

Productive User Experiences

Why it matters Users and agents are more productive when ITSM solutions
are designed with an intuitive UX that adapts to the ways
they work.

The BMC Helix difference Our extensively researched, persona-based UX—including

our predictive, AI-driven Smart Recorder for enhanced
ticket logging—increases agent productivity, satisfaction,
service accuracy, and CSAT.

BMC Helix ServiceNow

How BMC Helix outperforms
User Experience and Flexibility
the competition
Gartner rated BMC Helix ITSM #1 for User Experience and
Flexibility by a significant margin.*

Why a U.S.-based global online Business challenge: Poor agent experience hampering
productivity and lowering CSAT
retailer chose BMC Helix ITSM
The online retailer’s legacy ITSM system was difficult to
navigate and required excessive manual input, slowing time
to resolution and driving up error rates. This frustrated
users and diminished customer satisfaction.

Result
The company boosted its first-call resolution rate to

96% 96 percent after implementing BMC Helix ITSM. More

importantly, users benefitted. “The key driver [for
our investment in BMC Helix] is the customer service
experience. Reducing errors or saving time is a side
first-call resolution rate benefit,” said a spokesperson. “What we’re primarily
focused on is finding the best way to improve the
experience and connect the user for fulfillment as
efficiently as possible.”

* Gartner, Critical Capabilities for IT Service Management Tools, Rich

Doheny, Chris Matchett, Siddharth Shetty, 4 September 2019

9 Ways BMC Helix ITSM Beats the Competition | 4

 THE BMC HELIX DIFFERENCE

Leading Knowledge
Management Capabilities

Why it matters Fast, accurate issue resolution depends on robust

knowledge management capabilities that help users help
themselves and relieve the burden on agents.

The BMC Helix difference Embedded knowledge-centered service and cognitive

capabilities help agents and end users leverage their
organizational IQ and external sources—getting the
right information at the right time to improve accuracy
and satisfaction.

BMC Helix ServiceNow

How BMC Helix outperforms
IT Knowledge Management
the competition
BMC Helix ITSM received the highest score of any vendor
in Gartner’s “IT Knowledge Management” category, by a
significant margin.*

Why a major private Business challenge: Consolidating siloed departmental

knowledge to deliver accessible self-service
U.S. university chose
BMC Helix ITSM The university struggled to keep pace with a growing
volume of service requests. Many of the requests could be
solved by rebuilding and optimizing a centralized, curated
knowledge base, which would allow them to create a self-
service portal and run virtual chatbots 24x7.

Result
30 % reduction in
support requests
Through this new knowledge base and self-service portal,
the university reduced support requests by 30 percent,
even as its customer base continues to grow. Users
benefited from proactive, context-aware search capabilities
across articles and docs. At the same time, the university
continually developed new knowledge articles by leveraging
the value of data from BMC Helix ITSM.

* Gartner, Critical Capabilities for IT Service Management Tools, Rich

Doheny, Chris Matchett, Siddharth Shetty, 4 September 2019

9 Ways BMC Helix ITSM Beats the Competition | 5

 THE BMC HELIX DIFFERENCE

Powerful Incident
and Problem Management

Why it matters Incident and problem management capabilities are foundational

to the success of an ITSM solution.

The BMC Helix difference BMC Helix ITSM accelerates incident resolution and improves
service desk efficiency through its innovative cognitive
capabilities, proactive problem management processes, and
extensive integrations. Industry-leading features include AI
for service desk automation, ticket logging that leverages AI
and search, intelligent integration with monitoring solutions,
automated brokering of incidents to external service providers,
and the option to adopt new ways of incident management
such as swarming.

BMC Helix ServiceNow

How BMC Helix outperforms Incident and Problem
the competition Management

Gartner rated BMC Helix ITSM #1 by a significant margin for

Incident and Problem Management.*

Why a European global health Business challenge: Scaling the IT service desk across a
global organization
and nutrition science company
chose BMC Helix ITSM To manage IT service requests efficiently, the company needed
a management solution that could be extended across time
zones, locations, departments, and job functions.

Result
The company chose BMC Helix ITSM for its unified service
desk across the enterprise, including IT, Finance, HR, and
Procurement. The service desk now supports more than
20,000 employees and 530,000 tickets per year—a volume
that continues to increase.

* Gartner, Critical Capabilities for IT Service Management Tools, Rich

Doheny, Chris Matchett, Siddharth Shetty, 4 September 2019

9 Ways BMC Helix ITSM Beats the Competition | 6

 THE BMC HELIX DIFFERENCE

Intelligent Swarming and

ChatOps

Why it matters To keep pace with rising ticket volumes, service desk teams
must find ways to streamline their collaborative processes and
resolve complex cases quickly.

The BMC Helix difference BMC Helix ITSM has rich features to enable the emerging best
practice of intelligent swarming, in which agents “swarm” on a
ticket or incident—collaborating in real time to resolve them
more efficiently. BMC Helix facilitates quick collaboration
sessions with the right experts (no more slow, tiered
escalation) and allows agents to discuss and resolve issues
directly in the ticket. With the integrated virtual chatbot,
agents can also perform ChatOps-type collaboration to
further speed resolution.

BMC Helix ServiceNow

How BMC Helix outperforms
Collaboration
the competition
Ovum designated BMC Helix ITSM as a Leader and noted
BMC’s adoption of intelligent swarming as a key differentiator
and opportunity that can be applied to multiple lines
of business.* Gartner rated BMC Helix ITSM #1 for its
collaboration capabilities.**

Why a U.S. professional services Business challenge: Accelerating ticket resolution

company chose BMC Helix ITSM To resolve service tickets faster, this company turned to BMC
Helix ITSM and at the same time adopted the emerging best
practice of intelligent swarming for its service desk.

Result
The company experienced a significant reduction in backlogs,
which freed up agent time and resources to focus on service
innovations. The team’s mean time to failure (MTTF) rate
improved 25 percent, and customer satisfaction score (CSAT)
increased 10 percent.
* Ovum Market Radar: Employee Support Tools report, 2019
** Gartner, Critical Capabilities for IT Service Management Tools, Rich
Doheny, Chris Matchett, Siddharth Shetty, 4 September 2019

9 Ways BMC Helix ITSM Beats the Competition | 7

 THE BMC HELIX DIFFERENCE

Cognitive ITSM

Why it matters IT organizations continually seek new ways to leverage AI

and automation to improve and proactively manage ITSM
processes—especially larger and more advanced I&O
organizations.

The BMC Helix difference BMC Helix ITSM offers a broader set of advanced cognitive
capabilities than other vendors: automated ticket routing and
email replies; a cognitive insights search engine; the BMC Helix
Chatbot, which leverages powerful AI and natural language
processing (NLP) to resolve issues; cognitive chat routing and
summarization; and more. In addition, BMC’s vendor-agnostic
approach to AI platforms gives you greater flexibility and
choice, today and tomorrow.

BMC Helix ServiceNow

How BMC Helix outperforms
Cognitive ITSM
the competition
Gartner rated BMC Helix ITSM #1 for AITSM by a significant
margin.* Ovum designated BMC Helix ITSM a Leader and
called out the BMC Helix Chatbot capabilities as a competitive
strength.** In contrast, ServiceNow’s AI capabilities have
limitations and less flexibility, and have not kept pace with the
latest innovations in AI.

Why a European insurance Business challenge: Increasing service desk efficiency

by solving tickets with AI
company chose BMC Helix
A European insurance company needed a more efficient
procedure to resolve tickets, and sought new ways to push
information to help users solve their own request.

Result
Automated custom email responses through BMC Helix ITSM
helped the company improve its service desk efficiency and
reduce ticket queues. Once trained to identify typical sender
intent, the AI could then send the correct email response—
including knowledge article links—based on the sender’s inquiry.
* Gartner, Critical Capabilities for IT Service Management Tools, Rich
Doheny, Chris Matchett, Siddharth Shetty, 4 September 2019
** Ovum Market Radar: Employee Support Tools report, 2019

9 Ways BMC Helix ITSM Beats the Competition | 8

 THE BMC HELIX DIFFERENCE

Efficient Upgrades
and Customizations

Why it matters Businesses can’t afford to lose any production. Yearly

forced upgrades and app customizations can cause service
costs to skyrocket and productivity to plummet due
to downtime.

The BMC Helix difference Minimize your total cost of ownership with efficient,
customized reconciliation and faster, more flexible upgrades.
Deploy at the speed of business and work with the latest
innovations without unnecessary cost or complexity.

BMC Helix ServiceNow

How BMC Helix outperforms Change and Release
the competition Management

Gartner rates BMC Helix ITSM #1 for Change and Release

Management.* Compared to other tools, BMC Helix ITSM
requires less time and resources for upgrades. Ovum notes
that BMC Helix ITSM’s use of containers dramatically improves
the speed of upgrades.**

Why a European worldwide Business challenge: Managing upgrades and

customizations to contain costs
insurance company chose
BMC Helix ITSM The insurance company’s ITSM solution was not scalable and
customizations were difficult to add. Version upgrades took
up to six months.

Result
The insurance firm chose BMC Helix ITSM for its scalability
and ability to modify deployments quickly and cost-
effectively. “It has been really easy for us to update [BMC
Helix ITSM] because we moved to the cloud,” said a company
representative. “Now, [BMC Helix ITSM] technicians update
the cloud [with] only two conference calls and one person’s
week of work.”

* Gartner, Critical Capabilities for IT Service Management Tools, Rich

Doheny, Chris Matchett, Siddharth Shetty, 4 September 2019
** Ovum Market Radar: Employee Support Tools report, 2019

9 Ways BMC Helix ITSM Beats the Competition | 9

 THE BMC HELIX DIFFERENCE

Flexible Deployment Models

Why it matters Being locked into a single, monolithic platform can be costly
and restrictive. Modern enterprises require flexibility, scalability,
and choice to meet their business goals.

The BMC Helix difference A major advantage of BMC Helix ITSM is its deployment
flexibility, allowing customers to choose their own providers
and deployment models, from on-premises and cloud to
hybrid. BMC Helix ITSM gives you the long-term flexibility
necessary to adapt as your needs evolve, maximizing your ROI
and TCO efficiencies in the process. The Forrester TEI report
found a three-year risk-adjusted ROI of 354 percent with a
payback period of less than six months.

BMC Helix ServiceNow

How BMC Helix outperforms
Deployment Flexibility
the competition
BMC Helix ITSM is the only provider that delivers this level
of flexibility in how and where customers deploy their
instance. Ovum highlighted this customer choice as a key
strength of BMC Helix ITSM, enabled by its use of containers.*
ServiceNow hosts only on its own cloud and does not
provide choice—a major limitation that can heavily impact a
customer’s TCO.

Why a U.S.-based Business challenge: Managing legacy on-premises

worldwide online retailer technology with hybrid and cloud investments

chose BMC Helix ITSM The retailer needed to balance two decades of legacy
technology investments with the flexibility to evolve and
extend its environment across hybrid infrastructure and multi-
cloud platforms.

Result
With BMC Helix ITSM, the retailer can manage its global
infrastructure from on-premises to hybrid to multi-cloud,
provide support for more than 100,000 users, and service
more than 50 million tickets annually.
* Ovum Market Radar: Employee Support Tools report, 2019

9 Ways BMC Helix ITSM Beats the Competition | 10

THE BMC HELIX DIFFERENCE

Out-of-the-Box
ITOM Integrations

Why it matters ITOM is regarded as a critical capability for service

management excellence. Organizations need to have a clear
view of the infrastructure.

The BMC Helix difference BMC Helix ITSM offers strong links to ITOM tools inside and
outside the BMC portfolio, making it an ideal solution for
large organizations with complex ITSM requirements. A menu
of prebuilt ITOM integrations is available for both BMC and
third-party solutions.

BMC Helix ServiceNow

How BMC Helix outperforms
Integration
the competition
Gartner noted the strength of BMC Helix ITSM’s broad
ITOM software portfolio, ideal for mature organizations
that wish to extend their ITSM tools. In contrast to BMC’s
approach of well-engineered ITOM tools, ServiceNow’s
multitude of connectors do not provide the same level of
seamless integration.

Why a U.K. multinational Business challenge: Control costs and improve visibility
and platform scalability
infrastructure services firm
chose BMC Helix ITSM A U.K. multinational company needed to extend its core
ITSM to include IT operations management (ITOM).

Result
The U.K. firm chose BMC Helix ITSM because of its
efficiencies, flexible and extensible way to support
innovation, and faster time to implementation. A seamless,
single pane of glass provides end-to-end management of
ITSM and ITOM.

9 Ways BMC Helix ITSM Beats the Competition | 11

 THE BMC HELIX DIFFERENCE

Licensing and Pricing Flexibility

Why it matters Choice and flexibility in ITSM licensing and pricing is crucial
to achieve operational ROI and KPI goals.

The BMC Helix difference BMC Helix ITSM offers customers the choice and flexibility
in pricing (perpetual or subscription-based) and licensing
(named and concurrent) flexibility to mitigate wasteful
spending.

BMC Helix ServiceNow

How BMC Helix outperforms
Licensing and Pricing Flexibility
the competition
BMC Helix ITSM is the only solution that lets you choose
subscription or perpetual pricing, as well as named or
concurrent licensing—plus other flexible options to ensure
you pay only for the capabilities you need and use.

ServiceNow does not provide the same flexibility, and

Gartner flags its licensing policies as a “Caution.” * It does
not offer concurrent licensing, which can increase costs for
organizations. In addition, certain reporting and forecasting
capabilities require additional licensing costs. Frequent
changes in ServiceNow licensing policies further complicate
renewals for customers.

Why a U.S.-based worldwide Business challenge: Maximizing cost and operational

efficiencies and lowering TCO
retail pharmacy chain chose
BMC Helix ITSM The pharmacy chain needed a solution with flexible pricing
that avoided waste. This would ensure that they could
achieve their efficiency goals as well as mandates for rapid
innovation and new services.

Result
The company chose BMC Helix’s flexible licensing model that
better mapped to the business’s actual usage behavior and
provided a pathway for future innovations.

* Gartner Magic Quadrant for IT Service Management Tools, Rich

Doheny, Chris Matchett, Siddharth Shetty, 29 August 2019

9 Ways BMC Helix ITSM Beats the Competition | 12

 THE BMC HELIX DIFFERENCE

BMC Helix ServiceNow

User Experience and Flexibility

IT Knowledge Management

Incident and Problem

Management

Collaboration

Cognitive ITSM

Change and Release

Management

Deployment Flexibility

Integration

Licensing and Pricing Flexibility

By choosing BMC Helix ITSM, you’ll have a

solution that meets the needs of today’s
enterprise and gives you tangible advantages
over the competition, from productivity and
customer satisfaction to keeping costs in check
and maintaining your long-term flexibility.

Experience for yourself what makes

BMC Helix the leader in ITSM.

BMC delivers software, services, and expertise to help more than 10,000 customers, including 92% of the Forbes Global, meet escalating
digital demands and maximize IT innovation. From mainframe to mobile to multi-cloud and beyond, our solutions empower enterprises
of every size and industry to run and reinvent their businesses with efficiency, security, and momentum for the future.
BMC – Run and Reinvent www.BMC.com

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Gartner Magic Quadrant for IT Service Management Tools, Rich Doheny, Chris Matchett, Siddharth Shetty, 29 August 2019
Gartner, Critical Capabilities for IT Service Management Tools, Rich Doheny, Chris Matchett, Siddharth Shetty, 4 September 2019

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