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)."Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"The solution can scale."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"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."
"Encountered issues with scalability and stability."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"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."
"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."
"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."
"There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"It has created more layers of bureaucracy."
"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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