BMC Helix ITSM Competitors and Alternatives

Get our free report covering ServiceNow, BMC, Atlassian, and other competitors of BMC Helix ITSM. Updated: August 2020.
438,560 professionals have used our research since 2012.

Read reviews of BMC Helix ITSM competitors and alternatives

Abdullah_Smadi
Real User
Business Unit Manager at Magnoos Information Systems
Oct 28 2019

What is most valuable?

There are several excellent features that I find valuable in the product. The self-service portal, knowledge management, and the CMDB from the last version are the best of these. Previously CMDB was the worst feature. Now they improved it… more »

What needs improvement?

Of course, there are features that can be added, improved and enhanced in any product. I would like to see the CMDB feature include federation in the consideration engine. That would be the number one enhancement I would like. Number two… more »

What's my experience with pricing, setup cost, and licensing?

This product is very inexpensive. It is subscription-based on yearly contracts. My current company has a deal. I think the subscription per year is 20K dollars. Per year for the client is really nothing compared to other products and… more »

Which solution did I use previously and why did I switch?

I'm the BMC (Baseboard Management Controller) business unit manager in my company. I know every little thing about my competitors and their products in order to have success selling products. Earlier we were not relying on Remedyforce but… more »

What other advice do I have?

On the cloud, BMC is a leader. Even now they are introducing AI as part of their platform. Any platform that you have in the cloud with them, you'll have IBM Watson built-in with it. The chatbot used in Remedyforce is AI-based using IBM… more »
Makhosonke-Matshoba
Real User
ITSM Specialist at Gijima
Mar 28 2020

What is most valuable?

As of late, I really like the BI functions.

What needs improvement?

The CA products integrate well together but I would like to see better integration with third-party solutions. An example of this is with AIOps, where I prefer Splunk over CASDM, so I would have like to see it opened up so that the integration is straightforward. We like the customer to be able to… more »

Which solution did I use previously and why did I switch?

In my company, we have both CASDM and BMC Helix ITSM, and I have worked with both of them. I find the BMC solution easier to deploy than CASDM. Some of my colleagues regularly support BMC and it seems that their deployment is much quicker. Our BMC solution is much smaller and it does not cover all… more »

What other advice do I have?

We are currently two versions behind but we are in a project to upgrade to the latest version, 17.2. It is appealing to me because I will have access to the AIOps modules. I am also interested in moving to the cloud-based solution because it is easier to deploy. There are better technologies… more »
Real User
IT System Administrator at a healthcare company with 1,001-5,000 employees
Sep 11 2019

How has it helped my organization?

It has helped the help desk team. We get our tickets in and are able to support our customers, the end-users, with this solution.

What needs improvement?

The workflow should be made to be more user-friendly. It should also have more granular scalability.

What's my experience with pricing, setup cost, and licensing?

Our costs are well over $250,000.

Which solution did I use previously and why did I switch?

We looked for the problem and where there was inefficiency within the team or company-wide. We are looking into ServiceNow to replace the system. The team that is managing this system did a POC and… more »

What other advice do I have?

I would rate it a seven out of ten.

Which other solutions did I evaluate?

We looked into Remedy and ServiceNow. ServiceNow is more Enterprise and it integrates with other remote tools that we have.
Real User
Information Technology Helpdesk Support at a media company with 10,001+ employees
Jul 06 2020

What is most valuable?

The most valuable feature is the reporting of incidents.

What needs improvement?

The ITSM features have to be improved. We would like to see a web-based interface that works on mobile devices.

What other advice do I have?

This is not a product that I recommend. My suggestion for anybody who is looking for this type of solution is to evaluate ServiceNow and BMC Helix ITSM. I would rate this solution a six out of ten.

Which other solutions did I evaluate?

We are currently evaluating other solutions such as ServiceNow and BMC Helix ITSM. Our intention is to replace this solution with a better one.
Get our free report covering ServiceNow, BMC, Atlassian, and other competitors of BMC Helix ITSM. Updated: August 2020.
438,560 professionals have used our research since 2012.