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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: July 2020.
431,790 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
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.In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything.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.

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The solution is easy to use and has a user-friendly interfaceThe 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.This is an excellent alternative to ServiceNow for smaller companies.

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Cons
In the next release, I would like to see AI used for classification or categorization.They could be more responsive to feedback from their community board.To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming.

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There's a lack of integration with other products. This needs to be improved.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.Configuration requirements are extensive, even in basic Service Desk processes.

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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.

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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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431,790 professionals have used our research since 2012.
Ranking
8th
out of 55 in Help Desk Software
Views
13,938
Comparisons
8,558
Reviews
3
Average Words per Review
520
Avg. Rating
9.3
17th
out of 55 in Help Desk Software
Views
1,428
Comparisons
1,073
Reviews
3
Average Words per Review
677
Avg. Rating
7.3
Popular Comparisons
Compared 71% of the time.
Compared 5% of the time.
Compared 5% of the time.
Also Known As
Remedy ITSM, Remedy, Helix Remedy
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BMC
Ivanti
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.
Offer
Learn more about BMC Helix ITSM
Learn more about HEAT Service Management
Sample Customers
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford UniversityAFS 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
Financial Services Firm24%
Comms Service Provider12%
Government12%
Manufacturing Company12%
VISITORS READING REVIEWS
Computer Software Company46%
Government8%
Comms Service Provider7%
Media Company6%
VISITORS READING REVIEWS
Computer Software Company30%
K 12 Educational Company Or School9%
Comms Service Provider9%
Healthcare Company9%
Find out what your peers are saying about BMC Helix ITSM vs. HEAT Service Management and other solutions. Updated: July 2020.
431,790 professionals have used our research since 2012.
BMC Helix ITSM is ranked 8th in Help Desk Software with 3 reviews while HEAT Service Management is ranked 17th in Help Desk Software with 3 reviews. BMC Helix ITSM is rated 9.4, while HEAT Service Management is rated 7.4. The top reviewer of BMC Helix ITSM writes "Good knowledge management features in this highly scalable product". 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, BMC Remedyforce, JIRA Service Desk, ManageEngine ServiceDesk Plus and Cherwell Service Management, whereas HEAT Service Management is most compared with ServiceNow, JIRA Service Desk, Cherwell Service Management, ManageEngine ServiceDesk Plus and Zendesk Guide. See our BMC Helix ITSM vs. HEAT Service Management report.

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