Compare BMC Helix ITSM vs. Micro Focus Service Manager

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Most Helpful Review
Find out what your peers are saying about BMC Helix ITSM vs. Micro Focus Service Manager and other solutions. Updated: September 2020.
437,168 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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It can adapt to any process in the organization.The design has been revamped in terms of GUI. The current interface is quite easy to read.Its flexibility and ease of customization are its most valuable features.It gives us better understanding and control of service management.

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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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With the new version moving toward the codeless configuration is good, but it's losing flexibility.The solution does not interface well with other products and is difficult to implement.Their end-user interface and technical support features could be improved.Pure cloud-based native functionality is lacking.

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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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Questions from the Community
Top Answer: BMC Helix (Remedy) is not a new product release from BMC. This is a relaunched SaaS offering from BMC under a new Package called as Helix previously known as RemedyOnDemand. Having said that, the… more »
Top Answer: 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… more »
Top Answer: BMC Helis ITSM is a very good tool, can be customized, can be integrated with other tools but still has the scope of improvements from a UI/UX perspective. some of them are listed below: 1. Offline… more »
Top Answer:  It can adapt to any process in the organization.
Top Answer: The reporting is not very strong. it can be improved. Customers need to combine different data from different sources to the same report, but it's quite difficult to do. You have to do it with many… more »
Top Answer: We implement some modules of this solution for our clients, mostly we did the integrations with the MF PPM. They are a medium-size development that focuses on a particular functionality.
Ranking
Views
13,981
Comparisons
8,575
Reviews
3
Average Words per Review
520
Avg. Rating
9.3
Views
2,179
Comparisons
1,378
Reviews
4
Average Words per Review
505
Avg. Rating
7.0
Popular Comparisons
Compared 71% of the time.
Compared 5% of the time.
Compared 5% of the time.
Compared 1% of the time.
Also Known As
Remedy ITSM, Remedy, Helix RemedyHPE ITSM, HPE Service Manager
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BMC
Micro Focus
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.

Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

Offer
Learn more about BMC Helix ITSM
Learn more about Micro Focus Service Manager
Sample Customers
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford Universityresultspositive, Globicon
Top Industries
REVIEWERS
Financial Services Firm24%
Comms Service Provider12%
Government12%
Manufacturing Company12%
VISITORS READING REVIEWS
Computer Software Company46%
Government8%
Comms Service Provider8%
Media Company6%
REVIEWERS
Financial Services Firm32%
Aerospace/Defense Firm12%
Comms Service Provider8%
Government8%
VISITORS READING REVIEWS
Computer Software Company44%
Comms Service Provider15%
Manufacturing Company7%
Government7%
Find out what your peers are saying about BMC Helix ITSM vs. Micro Focus Service Manager and other solutions. Updated: September 2020.
437,168 professionals have used our research since 2012.
BMC Helix ITSM is ranked 6th in IT Service Management (ITSM) with 3 reviews while Micro Focus Service Manager is ranked 13th in IT Service Management (ITSM) with 4 reviews. BMC Helix ITSM is rated 9.4, while Micro Focus Service Manager is rated 7.0. 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 Micro Focus Service Manager writes "A better GUI in place but still not user friendly and quite complex to implement". BMC Helix ITSM is most compared with ServiceNow, BMC Remedyforce, JIRA Service Desk, ManageEngine ServiceDesk Plus and Clarity SM, whereas Micro Focus Service Manager is most compared with ServiceNow, JIRA Service Desk, ManageEngine ServiceDesk Plus, TOPdesk and IBM Maximo. See our BMC Helix ITSM vs. Micro Focus Service Manager report.

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