We performed a comparison between BMC Helix ITSM and xMatters based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."Technical support has been fine."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"In general, for incident management, it's okay."
"It has centralized all work orders and help desk ticket tracking."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"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."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"Simple features create flow sets and build APIs for integrations."
"We use xMatters for alarming infrastructure outages and failures of batch jobs (post-processing)."
"Being SaaS-based is a plus. Regardless of the state of our network or infrastructure, xMatters will still be available via a mobile device."
"It reduces the amount of oversight required, and consequently, the amount of time to assign and get a response on a ticket."
"We saw the value by being able to import everyone's schedule into one common central repository and have one tool for all the operational teams, or any team for that matter. It gave us the technology to find out who is on call. The incident management of xMatters' integration was another key aspect, where we could say, "You can configure this when a high ticket fires.""
"We haven't evaluated any product recently, but from what I can tell, looking around online, what xMatters has that others don't have are the custom forms. That's the big differentiator at the moment because that's something that we heavily use."
"Support has been great. They responded very quickly to all the support cases that I have submitted."
"The automated callouts, without a doubt, are most valuable. They have been a huge gain for our company. Previous to xMatters, there was no real management of the on-call resources or rotas. So, having that centralized and automated has been a huge gain."
"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."
"The search feature and the dashboard could both be improved."
"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."
"It takes a long-time to plan and deploy the on-premise solution."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"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."
"In terms of intuitiveness and flexibility of xMatters when it comes to customizing on-call schedules, rotations, and escalations, for me, as an IT professional, setting it up isn't that big of a deal, but I understand that some people struggle with it because when you get wrapped up into it. You can get lost. It's not super complex, but it's complicated enough to the point where you can say that you should have done it another way. The shift part can be confusing for some people. In that respect, one of the shortcomings my team has found is when we have to add another person, such as a new hire, to xMatters, we can't add them to a group within xMatters without having to put them on a shift. If we put them in a group, they have to be on-call. We can create their account, and then they're just out there in limbo until their team says, "You have to be on this shift." One piece of feedback for xMatters is to figure out how to have manageable groups so that they're contactable from xMatters. They do not necessarily have to be on a shift right from the start or at all for that matter."
"The reporting functionality could be improved, though I know that's something xMatters, inc. is working on. For example, sometimes I need to go into the platform and find users who aren't in groups that have been created recently, haven't logged in and so on. Previously, this was hard work, but they added loads of filters, making it more accessible. Still, the ability to create custom-designated reports that I could run and schedule would be fantastic for me. It would be good if they keep improving the reporting functionality, as it can be somewhat restrictive sometimes."
"It has not improved our organization."
"Additional built-in integrations with other applications would be an area of improvement."
"On-call management scheduling is difficult."
"It took me awhile to get used to whatever was available in the interface. The interface from two years ago was a bit more confusing when looking at where you should go"
"The user interface could be more intuitive. Once you know what you're doing, you're fine. However, if you don't know where to start then it can be a bit difficult to figure out how to make it work and how it will function together with different tools in the Flow Designer."
"We would like to see a greater variety of integrations with ServiceNow. It works fine as it is, but an enhancement would be the ability to interact with the major incident module in ServiceNow... The way our major incident process works, when an incident is elevated from a P1 to a major incident, that is an extra flag in ServiceNow. It would be awesome to have xMatters get notification when something goes from a P1 to a major and then have it go through a different workflow, rather than our regular P1."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while xMatters is ranked 3rd in IT Alerting and Incident Management with 31 reviews. BMC Helix ITSM is rated 8.0, while xMatters 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 xMatters writes "A versatile solution with excellent logging capabilities that reduced our time to resolve ". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas xMatters is most compared with PagerDuty Operations Cloud, Opsgenie, ServiceNow, Everbridge IT Alerting and OnSolve Platform for Critical Event Management.
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
