We performed a comparison between BMC Helix ITSM and PagerDuty Operations Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"The solution can perform well for large-sized companies."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"Technical support has been fine."
"Notification is the most valuable feature."
"It reduces the amount of white noise. If something comes through, then it will alert somebody. However, if it's a bit of white noise that comes through at night, then it gets dealt with the next day. Everything is visible to everybody. It's not just a single person getting an SMS, then going, "Oh, I'm not going to worry about that." The visibility to everybody on the team is one of the great things about it because it reduces the white noise."
"PagerDuty let us set up rosters based on our shifts. We could assign a hierarchy for how the calls should be escalated and the number of times the call will be transferred between people before it is answered. It makes it easy to access an agent via mobile phone."
"The inbound integrations that PagerDuty provides with most of the DevOps tools are valuable."
"The SMS pages and the mobile application are pretty much the top two features."
"PagerDuty's notification process is the most valuable feature."
"Alert deduplication and noise reduction for alerts are the major features that I found useful."
"The product easily integrates with other solutions."
"It needs to be more comfortable for the end-user."
"Log in process is unnecessarily complicated."
"They could be more responsive to feedback from their community board."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
"Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"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."
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."
"PagerDuty can improve the integration with Terraform."
"I would like the UI to be more intuitive. I would like to be able to group or color-code the discoveries. When you create a system, you have a listing of all the different configurations. You can list them by teams, but some additional color coding would be helpful. I would break it down by incident controls. In other words, it should be broken down it into response teams and engineering divisions."
"They could include incident merging and alert grouping features in the product."
"The user interface could be more intuitive."
"Something that needs to be improved, is adding multilingual support."
"The product can be improved by including out-of-the-box integration with other standard tools used in our fields such as Confluence, and Jira."
"The On-Call Teams feature could be better in terms of levels of conditions related to which team or member should get the responsibility of handling a matter or incident."
"PagerDuty's webhooks need some improvement."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while PagerDuty Operations Cloud is ranked 1st in IT Alerting and Incident Management with 35 reviews. BMC Helix ITSM is rated 8.0, while PagerDuty Operations Cloud is rated 8.8. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of PagerDuty Operations Cloud writes "Effectively generates alerts for incidents, making it suitable for 24/7 monitoring of infrastructure". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IFS Cloud Platform, whereas PagerDuty Operations Cloud is most compared with Opsgenie, ServiceNow, JIRA Service Management, Everbridge IT Alerting and ManageEngine ServiceDesk Plus.
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