TOPdesk vs BMC: an honest ITSM software comparison

Looking for the right ITSM software and debating between BMC vs TOPdesk? In this article, we’ll break down the key differences between BMC Helix ITSM and TOPdesk to help you decide which solution aligns best with your organization’s priorities. We’ll explore how each tool stacks up in terms of set up and implementation, reporting, integrations, customer support, and pricing and licensing — with insights backed by real user reviews from platforms like TrustRadius and G2.

In short: BMC Helix ITSM is a highly customizable ITSM tool designed for large enterprises with complex infrastructures, typically requiring a sizable technical team to implement and maintain. TOPdesk, in contrast, is a plug-and-play ITSM solution, built for mid-sized to enterprise organizations that value quick implementation and easy maintenance without heavy technical overhead.

What is BMC Helix ITSM?

BMC Helix ITSM is an ITSM tool designed for large enterprises with complex IT environments. Like ServiceNow, BMC is a major player in the IT service management space.

Key BMC Helix ITSM features

• Flexible deployment: Offers both cloud and on-premises options.
• Highly customizable: Supports extensive customization for complex IT needs.
• Credibility in compliance: Recognized for security standards and accreditation in enterprise environments.

What BMC Helix ITSM users say

Highly customizable and comes with ISO20K standards that easily manage audits from PWC and KPMG.

What is TOPdesk?

TOPdesk is an ITSM tool designed to help mid-sized to enterprise organizations improve internal support processes. Built on over 30 years of ITSM best practices, it’s known for being easy to implement, simple to maintain, and flexible enough to support IT and non-IT teams alike.

Key TOPdesk features

• Customizable without coding: Make changes and tailor workflows without needing development.
• Local support and consultancy: TOPdesk teams use TOPdesk themselves, making support fast and effective.
• Seamless integration: 100+ pre-built integrations and strong API support.

What TOPdesk users say

I would recommend TOPdesk to all mid to large scale organizations for its user-friendly interface, great options and strong support and consultancy.

BMC vs TOPdesk: key differences

Let’s break down BMC vs TOPdesk across the factors that matter most.

1. Setup and implementation

Because of its extensive customization options, BMC Helix ITSM offers the flexibility that large enterprises often need. But this flexibility also comes with complexity: implementing and maintaining BMC Helix ITSM typically requires a larger technical team, often involving 7–10 application managers with coding expertise. Setup can take longer, with many organizations needing several months to fully deploy and configure the tool. Despite being branded as low-code, some of the tool's features still require manual configuration and scripting.

In contrast, TOPdesk is known for its plug-and-play setup. The tool is built around ITIL-aligned best practices, with pre-built features such as Incident Management, IT Change Management and IT Asset Management, which allow organizations to hit the ground running. You don’t need to write code or hire external developers to tailor the system to your needs: most configurations can be done directly by operators and technicians, right in the interface. This saves both time and money during implementation and reduces the risk of long delays or missed milestones.

2. Reporting

BMC Helix ITSM, while offering a wide range of available data, can be less intuitive when it comes to reporting. Users may find it challenging to extract meaningful insights beyond standard reports.

TOPdesk offers built-in dashboards and intuitive reporting that non-technical users can easily configure. Reports are simple to build, customize, and analyze, making it easy for teams to act on insights without needing external help or additional software.

3. Integrations

Like TOPdesk, BMC Helix ITSM offers API integrations but setting them up can be complex, especially when working outside the BMC ecosystem. As a result, organizations might require extra configuration effort or technical support to achieve smooth integrations.

TOPdesk offers over 100 out-of-the-box integrations and reliable API support. Integrations are designed to be straightforward and typically do not require external consultancy or deep technical resources.

4. Customer support

BMC Helix ITSM support can be difficult to navigate for users. Initial support interactions often start at a basic level, even for complex issues, leading to delays before specialists are involved. Documentation is also noted as an area for improvement, making self-service troubleshooting harder.

TOPdesk is praised for its fast, reliable support. With 75% of support tickets resolved within 24 hours, users appreciate the responsiveness and quality of the assistance they receive.

Even on Friday 5:00 PM, TOPdesk will assist you with any problems.

5. Pricing and licensing

BMC Helix ITSM is priced for large enterprises. It offers many capabilities and a lot of flexibility, but its cost structure can be too high for mid-sized organizations. Licensing often requires a significant upfront investment, and the complexity of the platform can drive additional hidden costs, such as extra consultancy fees.

TOPdesk uses a flexible and transparent pricing model. Organizations can choose from different packages, allowing them to start small and expand as needed. This pay-as-you-grow approach makes it a more accessible option for mid-sized businesses and enterprises looking to control costs without sacrificing functionality.

BMC vs TOPdesk: which should you choose?

Choose BMC Helix ITSM if:

• You’re a large enterprise with a complex infrastructure.
• You want a custom-fit solution for your organization’s very specific ITSM needs.
• You have the time and resources to manage a large, technical ITSM tool.

Choose TOPdesk if:

• You’re a mid-sized to enterprise organization.
• You need a solution that’s quick to set up and easy to use.
• You value ease of customization without technical complexity.
• You want a tool that scales beyond IT to support HR, Facilities, and other service departments.

How other ITSM vendors compare

See how TOPdesk stacks up against other ITSM solutions:

• TOPdesk vs ServiceNow
• TOPdesk vs Freshservice
• TOPdesk vs Jira
• TOPdesk vs Zendesk
• TOPdesk vs Ivanti
• TOPdesk as a ManageEngine alternative
• TOPdesk as an Omnitracker alternative

Final thoughts on BMC vs TOPdesk

The BMC vs TOPdesk comparison shows two different approaches to ITSM: deep customization for complex enterprises versus easy-to-use IT service management for growing organizations.

BMC Helix ITSM is a flexible tool for large enterprises that have the resources to manage a highly customized environment. If your organization requires detailed setups, complex workflows, and has a technical team in place to maintain it, BMC Helix ITSM can be a good fit — though it often comes with higher costs, longer setup times, and heavier maintenance needs.

TOPdesk, in contrast, focuses on simplicity, speed, and flexibility. It’s built for organizations that want an ITSM solution that’s quick to implement, easy to manage, and scalable across departments like HR and Facilities. With TOPdesk, teams spend less time maintaining the tool and more time delivering great service.

We’re not here to convince you that one tool is better for everyone. Every organization’s needs are different. Our goal is to give you the right information to help you evaluate ITSM tools based on what matters most to your team — whether that’s fast setup, ease of use, flexibility, or long-term scalability.

Still exploring your options? Visit TOPdesk's ITSM software page to learn more about how TOPdesk can meet your organization’s IT needs.