We performed a comparison between BMC Helix ITSM and Motadata ServiceOps based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."With service requests, we have been able to give visibility to the business users."
"I like the single sign-on and that administrators can customize."
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"It provides a good user experience."
"The solution can perform well for large-sized companies."
"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."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"It has centralized all work orders and help desk ticket tracking."
"The documentation for beginners is easily available online and very useful."
"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency."
"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."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."
"The reports need improvement, it is not a good functioning tool."
"We have noticed that sometimes we have a delay in action on technical support issues due to time differences."
Earn 20 points
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while Motadata ServiceOps is ranked 36th in IT Service Management (ITSM). BMC Helix ITSM is rated 8.0, while Motadata ServiceOps is rated 6.0. 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 Motadata ServiceOps writes "Responsive technical support and an easy initial setup but needs better asset management". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Motadata ServiceOps is most compared with ServiceNow.
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