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Most Helpful Review
Find out what your peers are saying about BMC Helix ITSM vs. HEAT Service Management and other solutions. Updated: May 2021.
502,104 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"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.""In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything.""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.""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.""It's a very integrated solution.""We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us.""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 has the power to automatize several different tasks in the ITSM world."

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"This is an excellent alternative to ServiceNow for smaller companies.""The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there.""The solution is easy to use and has a user-friendly interface"

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Cons
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming.""They could be more responsive to feedback from their community board.""In the next release, I would like to see AI used for classification or categorization.""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.""It needs to be more comfortable for the end-user.""Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features.""The reports need improvement, it is not a good functioning tool.""Some parts of the solutions are using the old interface."

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"Configuration requirements are extensive, even in basic Service Desk processes.""Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much.""There's a lack of integration with other products. This needs to be improved."

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Pricing and Cost Advice
"If you are looking for some kind of professional services form the OEM then you would have to purchase that.""It is too expensive for a small business.""It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more.""I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."

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"If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee."

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Questions from the Community
Top Answer: : There is several difference between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
Top Answer: It has the power to automatize several different tasks in the ITSM world.
Top Answer: Some parts of the solution are using the old interface — the contracts and contract management part of the solution. It needs to mature a little further in order to become more user-friendly. BMC has… more »
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Ranking
4th
out of 56 in Help Desk Software
Views
12,003
Comparisons
7,435
Reviews
7
Average Words per Review
541
Rating
7.9
21st
out of 56 in Help Desk Software
Views
1,482
Comparisons
1,068
Reviews
3
Average Words per Review
677
Rating
7.3
Popular Comparisons
Also Known As
Remedy ITSM, Remedy, Helix Remedy
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Overview
BMC Remedy is an innovative service management platform built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. Simple to use and powerful enough to manage the most advanced digital enterprises, Remedy can be delivered from the BMC cloud or your own data center.
HEAT Service Management is a robust, highly flexible IT Service Management (ITSM) application, built on IT best practices that help customers meet the dynamic needs of a growing business and achieve the highest level of service quality, delivery and performance. We offer the best Hybrid IT experience you'll find in the industry, guaranteed.
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Learn more about BMC Helix ITSM
Learn more about HEAT Service Management
Sample Customers
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University
Top Industries
REVIEWERS
Computer Software Company18%
Financial Services Firm18%
Manufacturing Company14%
Retailer14%
VISITORS READING REVIEWS
Computer Software Company39%
Comms Service Provider12%
Government9%
Manufacturing Company6%
VISITORS READING REVIEWS
Computer Software Company25%
Comms Service Provider17%
Manufacturing Company8%
Educational Organization7%
Company Size
REVIEWERS
Small Business22%
Midsize Enterprise19%
Large Enterprise59%
No Data Available
Find out what your peers are saying about BMC Helix ITSM vs. HEAT Service Management and other solutions. Updated: May 2021.
502,104 professionals have used our research since 2012.

BMC Helix ITSM is ranked 4th in Help Desk Software with 8 reviews while HEAT Service Management is ranked 21st in Help Desk Software with 3 reviews. BMC Helix ITSM is rated 7.8, while HEAT Service Management is rated 7.4. The top reviewer of BMC Helix ITSM writes "Lacking report functionality, complex to operate, but useful interactive activity logs". On the other hand, the top reviewer of HEAT Service Management writes "Good incident management and escalation but it is difficult to learn and customize". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Desk, BMC Remedyforce, ManageEngine ServiceDesk Plus and IBM Maximo, whereas HEAT Service Management is most compared with ServiceNow, JIRA Service Desk, Cherwell Service Management, ManageEngine ServiceDesk Plus and TOPdesk. See our BMC Helix ITSM vs. HEAT Service Management report.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.