We performed a comparison between BMC Helix ITSM and IDERA Uptime Infrastructure Monitor based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."It provides a good user experience."
"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."
"The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information."
"Helix is stable."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"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 valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"My organization can leverage IDERA Uptime Infrastructure Monitor to learn more about how clients perform because the solution lets you monitor and optimize devices and apply best practices."
"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
"I would also love to see consistency across all consoles."
"The Approval Central system needs to be refreshed."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"The reports need improvement, it is not a good functioning tool."
"What I want to improve in IDERA Uptime Infrastructure Monitor is the community aspect, where IDERA would provide customers with updates on functionalities, what comes next, what IDERA Uptime Infrastructure Monitor upgrades would be released, etc. I also want the sustainability of IDERA Uptime Infrastructure Monitor to improve."
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BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while IDERA Uptime Infrastructure Monitor is ranked 60th in Network Monitoring Software with 5 reviews. BMC Helix ITSM is rated 8.0, while IDERA Uptime Infrastructure Monitor is rated 8.0. 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 IDERA Uptime Infrastructure Monitor writes "It offers different licensing types that allow you to extend the services to clients; it lets you look into device performance and optimization and helps apply best practices". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas IDERA Uptime Infrastructure Monitor is most compared with Zabbix.
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