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 valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"We have seen year over year customer satisfaction improvement for the last five years."
"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."
"It's a very integrated solution."
"Improved our organization with better customer experience and reporting abilities."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"It has centralized all work orders and help desk ticket tracking."
"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."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."
"They could be more responsive to feedback from their community board."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"Encountered issues with scalability and stability."
"BMC Helix ITSM should have an easy-to-use user interface."
"The amount of software issues are still too big, even considering the complexity of the 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 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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