Every category where a model named BMC Helix ITSM for a mid-market B2B company. Share is first choices across the direct, paraphrase, budget and scale prompts; rank is within every product named in that category.

Category	Function	Share	Rank	Negative rate	Labels	Quadrant
IT service management	IT operations and endpoint	0%	47 of 48	48%	27	criticized challenger
Incident management and on-call	IT operations and endpoint	0%	49 of 53	67%	3	under 10 labels · led by incident.io at 25%
Observability platforms	IT operations and endpoint	0%	42 of 63	0%	1	under 10 labels · led by Grafana at 29%

Movement

This is the first edition on this tier, so no move can be computed for BMC Helix ITSM yet. From the next edition this section shows, per buyer segment, whether its share moved by more than the measured noise floor.

By model

How each model treated BMC Helix ITSM across every prompt where it was named for a mid-market B2B company. Twelve models, six prompts per category.

Model	Alternative	Mention	Negative	Labels
Claude Haiku 4.5	0	2	0	2
GPT-5.4 mini	0	2	0	2
Gemini 3.5 Flash	1	0	2	3
Perplexity Sonar	0	1	0	1
Grok 4.1 Fast	1	0	2	3
Mistral Small	1	2	1	4
DeepSeek V4 Flash	1	0	2	3
Llama 4 Maverick	0	1	1	2
Qwen 3.7 Flash	1	1	3	5
Kimi K2	0	0	1	1
GLM 4.7 FlashX	1	0	1	2
MiniMax M2.5	0	1	2	3

By framing

Which of the six questions produced the naming. By model says how often; this says asked what. The first-choice count on the right carries the marks of the models that produced it.

FramingLabels by classFirst choices

Direct12 labelsNone

Paraphrase2 labelsNone

Comparative30 labelsNone

Budget-constrained6 labelsNone

Scale-constrained9 labelsNone

Negative37 labels1not counted in share

First choiceAlternativeMentionNegative96 labels in all, every segment counted; 0 of the 1 first choices count toward share, since the comparative and negative framings do not. The bar is one segment per label class, to scale within the framing.

What the models said for it

Verbatim evidence the judge attached to positive labels.

“Focuses on large enterprises with complex IT environments, offering robust ITSM and discovery capabilities” Mistral Small · ITSM · comparative prompt · alternative

“Another legacy enterprise option often cited alongside ServiceNow for highly regulated industries” Qwen 3.7 Flash · ITSM · comparative prompt · alternative

“Best For: Enterprises seeking AI-driven operations and modern cloud architecture” GLM 4.7 FlashX · ITSM · comparative prompt · alternative

“Large enterprise with complex governance → ServiceNow or BMC Helix” DeepSeek V4 Flash · ITSM · comparative prompt · alternative

And against it

Verbatim evidence attached to negative labels. A warning on a product with few labels is a warning; on a product with many, it is one voice among them.

“This platform is frequently mentioned as one to steer clear of due to its complexity, high cost, and reputation for being difficult to implement and maintain.” Mistral Small · ITSM · negative prompt · hard negative

“Avoid: Cherwell (legacy/end-of-life trajectory), BMC Remedy (unless you're already trapped and have dedicated resources)” Kimi K2 · ITSM · negative prompt · hard negative

“This platform receives consistently negative reviews... Users report it complicates tasks rather than helping” MiniMax M2.5 · ITSM · negative prompt · hard negative

“BMC Helix (previously known as Remedy) - According to a Reddit post, it's best to steer clear of it.” Llama 4 Maverick · ITSM · negative prompt · hard negative

Named alongside

The products named in the same answers as BMC Helix ITSM, over the 94 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and BMC Helix ITSM was named but was not.

ProductSame answerTook the first choice insteadHead to head

Jira Service Management75 of 9414Not in the top three

Freshservice68 of 9413Not in the top three

ServiceNow66 of 9420Not in the top three

Ivanti Neurons for ITSM47 of 941Not in the top three

ManageEngine ServiceDesk Plus36 of 941Not in the top three

Zendesk21 of 942Not in the top three

ServiceNow ITSM15 of 948Not in the top three

TeamDynamix13 of 941Not in the top three

SolarWinds Service Desk12 of 940Not in the top three

HaloITSM10 of 941Not in the top three

A head-to-head page exists where both products are in a category's top three. The other rows are the same fact without a page behind them, so they link to the product instead.

What carried it into the answer

The sites and pages cited by the answers that named BMC Helix ITSM. A fact about retrieval, not a lever on the model.

Citations exist only for the models that return a source list, four of the twelve in this edition, so these counts come from 76 of the 94 answers that named BMC Helix ITSM and are not a share of its labels.

Domains cited

gartner.com55

motadata.com29

virima.com29

expertinsights.com27

xurrent.com26

blog.invgate.com25

reddit.com22

console.com19

deskday.com18

atlassian.com16

266 of the 266 domain citations in answers naming BMC Helix ITSM came from somebody else's page.

Pages cited

gartner.com/reviews/market/it-service-management-platforms53

virima.com/blog/top-itsm-software-platforms-compared-2026-buyers-guide25

motadata.com/blog/best-itsm-tools24

expertinsights.com/it-management/the-top-it-service-management-itsm-solutions23

console.com/blog/best-itsm-tools19

xurrent.com/blog/top-itsm-tools19

deskday.com/best-itsm-tools18

guideflow.com/blog/it-service-management-tools15

Pages are listed as the models cited them.

Names read as BMC Helix ITSM

What the judge wrote, as written, with how often. The vendor table decides that these count as BMC Helix ITSM; a claim can dispute any of them.

BMC Helix 14BMC Helix (formerly Remedy) 2BMC Software 2BMC 1BMC Remedy / BMC Helix 1BMC Remedy / BMC Helix ITSM 1Legacy BMC Remedy (On-Premises) 1

Is this your product?

Claim this page

Claiming is free and changes nothing in the data. A claimed page shows a verified contact who is told when each edition publishes and when BMC Helix ITSM's standing changes by more than the noise floor; the right to propose corrections to the vendor table, meaning names the judge wrote that should or should not read as BMC Helix ITSM, applied by version and listed in the change log; and a one-line description supplied by the vendor and marked as such.

It does not get any change to labels, shares or verdicts, any preview, or any say over which quotes appear. A verification link goes to your work email; an address at bmc.com is approved on the spot, any other address is reviewed by hand.

Your name and company appear on the claimed page, or the company alone if you ask below. A title and a LinkedIn address appear there too if you give them, and are left off if you do not. Your email address is never published.