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)."The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"It has centralized all work orders and help desk ticket tracking."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"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."
"Some parts of the solutions are using the old interface."
"The documentation could improve in BMC Helix ITSM."
"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."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"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."
"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."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"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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