Today's IT teams are increasingly vocal about their frustrations with legacy software.
Take BMC Remedy, for instance. Their outdated interface, extensive customization requirements, and scalability issues have become increasingly painful for IT teams as evident in this Reddit thread.
The pent-up frustrations also arise from the explosive adoption of AI in other software, which has led service teams to naturally expect similar capabilities in their ITSM solutions.
Good news: 2025 is the perfect time to explore new, AI-driven alternatives. The ITSM market is slowly, yet steadily, moving towards native AI solutions that simplify service management, rather than relying on legacy platforms that patch outdated architectures with new features.
Instead of settling for BMC's limitations, you now have modern options that align with the expectations of today's IT teams and needs.
BMC Helix is a comprehensive service management solution with powerful features for incident resolution, change management, and asset tracking. On paper, it is the safe choice.
But safe doesn't always mean suitable.
The current version of BMC Helix faces several key challenges that might make alternatives worth exploring:
Newer platforms are now built specifically to address these pain points, leveraging modern technologies like generative and agentic AI. Whether you're looking for simpler interfaces, easier implementations, better scalability, or more cost-effective solutions, the following BMC alternatives bring unique strengths to help transform your IT operations in 2025.
Atomicwork is an AI-native service management platform that delivers comprehensive ITSM through agentic AI explicitly designed for modern enterprises seeking to move beyond legacy systems like BMC Helix.
Unlike BMC's process-oriented approach, Atomicwork uses AI to create faster, more intelligent, and self-improving systems. The platform provides instant end-user support across multiple channels, including Slack, Microsoft Teams, email, and web browsers, allowing employees to get IT help without needing to switch applications.
The platform consolidates incident management, asset tracking, and change management in one place, using AI to intelligently identify and handle incidents, manage service catalogs, and route requests to appropriate team members.
What sets Atomicwork apart is its simple and intuitive interface, which contrasts sharply with BMC's complex UI, which many IT admins find time-consuming and challenging. This user-friendly design significantly reduces the learning curve for both administrators and end-users.
We were able to deploy Atomicwork and replace a number of incumbent solutions within 6 weeks. We have already seen significant improvements across ticket deflection, self service and most importantly employee experience. Moving across to the Atomicwork solution also reduced our TCO by consolidating 3 different solutions into one platform. - Ryder Hampton, Head of Technology at PepperMoney
Compare Atomicwork vs. BMC in detail here.
EasyVista delivers AI-powered IT service management with an ITIL-based platform combining ITSM, ITOM, remote support, and automation capabilities. The system focuses on eliminating IT silos while providing comprehensive support through dedicated customer experience management. EasyVista leverages LLM-based automation and conversational AI to enhance productivity and simplify IT management processes across service delivery lifecycles.
Freshservice delivers cloud-based ITSM with an intuitive interface, making it particularly suitable for small to mid-sized businesses. The platform's strength lies in its customization capabilities, which allow IT admins to tailor workflows to specific team requirements. It also provides customizable reporting features for real-time insights at affordable prices for businesses looking for cost-effective alternatives to BMC.
Ivanti Neurons for ITSM leverages AI to streamline operations and improve service delivery across complex IT environments. The platform excels in security integration, combining service management, endpoint security, and user experience management. Key features include intelligent automation for routine tasks, predictive analytics to prevent service disruptions, and advanced knowledge management for sharing critical information. Ivanti's self-healing capabilities automatically detect and resolve common end-user issues before they impact productivity.
Jira Service Management is ideal for organizations already using Atlassian products. It streamlines business processes and provides incident management, change management, problem management, and service request handling in one platform. The system offers a robust ticketing system with request summaries that let users track their submissions.
ManageEngine ServiceDesk Plus offers a breadth of ITSM features at affordable pricing that are suitable smaller IT teams. The solution combines help desk functionality with integrated asset management and project management capabilities, creating a unified approach to IT operations. The platform stands out with its codeless customization capabilities, allowing teams to modify workflows, forms, and fields without programming knowledge. ManageEngine's AI assistant helps technicians with ticket analysis and solution recommendations, improving resolution times.
NinjaOne offers a unified IT operations platform that combines endpoint management, monitoring, and IT service management (ITSM) capabilities. Unlike traditional ITSM tools, NinjaOne approaches service management from an endpoint-first perspective, making it ideal for distributed workforces. The platform offers seamless remote access, automated patch management, and a robust asset inventory tracking system. NinjaOne's lightweight agent provides consistent performance, regardless of device location, and supports remote and hybrid work environments effectively.
OpenText ITSM (formerly Micro Focus/HP Service Manager) provides enterprise-grade service management with comprehensive capabilities for incident, problem, and change management. The platform supports complex IT environments with configuration management database (CMDB) integration and detailed service asset management.
OpenText's strength lies in its compliance features and flexible deployment options (cloud, on-premise, or hybrid), making it suitable for organizations with specific hosting requirements or regulatory constraints.
ServiceNow offers a comprehensive ITSM solution that competes directly with BMC Helix across various industries. Its AI-based NOW platform unifies IT operations through integrated modules for incident, problem, change, and asset management. ServiceNow offers a self-service portal that allows users to report issues and track their performance. The platform excels at compliance with structured frameworks, aligning with industry regulations that works best for larger enterprises with dedicated resources for implementation and maintenance.
SolarWinds Service Desk provides a cloud-based help desk solution for IT teams and other departments worldwide. The platform integrates service desk and asset management in a SaaS/multi-tenant architecture, streamlining process improvement and increasing productivity. The solution simplifies the management of service requests across departments, such as IT, HR, and finance, creating a unified platform for efficient request handling.
SysAid offers a comprehensive ITSM solution with 360-degree service management, linking tickets, assets, patches, and related items to other organizational systems. The platform excels at asset management, allowing IT teams to integrate IT assets with the support ticketing system. The solution also includes knowledge base capabilities to resolve common problems and a self-service portal for password resets and automating the service desk.
TOPdesk helps organizations improve client communication, manage complex workflows, and track assets for seamless lifecycle management. The platform automates reporting processes, request handling, scheduling, and workload management. TOPdesk's CAFM module enables facility-related tasks, such as work order processing, maintenance scheduling, property registration, and visitor monitoring.
Zluri offers a refreshing alternative to BMC Helix with its Employee App Store (EAS) that replaces traditional ticketing systems. The platform eliminates manual app approval processes through intelligent automation based on job roles and seniority levels. Zluri's integration capabilities connect seamlessly with existing IT tools and monitoring systems to support ITSM processes.
When evaluating these alternatives, consider your current needs, goals, and your future ITSM direction. The right choice should adapt and evolve without extensive customization, working for your team rather than demanding your team work for it. By assessing your specific requirements and long-term service management strategy, you'll find a solution that doesn't just replace BMC but transforms how your organization delivers IT services in 2025 and beyond.
