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)."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."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"I like the single sign-on and that administrators can customize."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
"It provides a good user experience."
"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."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"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."
"Support could be more skilled. We are wasting too much of our time debugging."
"Some parts of the solutions are using the old interface."
"It has created more layers of bureaucracy."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"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 interface isn't that great."
"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."
"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 61st 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 .
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