Compare BMC Helix ITSM vs. SCSM

BMC Helix ITSM is ranked 6th in IT Service Management (ITSM) with 3 reviews while SCSM is ranked 5th in IT Service Management (ITSM) with 9 reviews. BMC Helix ITSM is rated 8.6, while SCSM is rated 6.8. The top reviewer of BMC Helix ITSM writes "Full-featured, gave us incident/event management, based on monitors in our environment". On the other hand, the top reviewer of SCSM writes "Good flexibility and integration abilities but the interface needs improvement ". BMC Helix ITSM is most compared with ServiceNow, BMC Remedyforce and JIRA Service Desk, whereas SCSM is most compared with ServiceNow, JIRA Service Desk and ManageEngine ServiceDesk Plus. See our BMC Helix ITSM vs. SCSM report.
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BMC Helix ITSM Logo
13,639 views|8,330 comparisons
SCSM Logo
Read 9 SCSM reviews.
3,017 views|2,068 comparisons
Most Helpful Review
Find out what your peers are saying about BMC Helix ITSM vs. SCSM and other solutions. Updated: January 2020.
397,983 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.Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues.

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We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances.SCSM is easy to learn because all of the material, including training videos, can be found online.A very convenient package like an all-in-one tool but it is actually five or six products acting well together.The solution is quite easy to integrate with other Microsoft products.The call logging is the solution's most valuable feature. It's very easy to use.This solution is easy to use.The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good.This product has helped our organization by allowing people to connect with each other.

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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.We have experienced outages, because some other customers did something on the same cluster that we share.It has created more layers of bureaucracy.Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy.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.

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One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have.Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration.Resources for understanding compliance and relative compliance need to be made available.It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management.The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports.Mobile application integration would be an improvement.It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow.The price of this solution is high and it needs to be cheaper.

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Pricing and Cost Advice
Information Not Available
Licensing can be complex and confusing.It is an expensive solution.It is a lower price vs. other things on the market.

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Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
397,983 professionals have used our research since 2012.
Ranking
Views
13,639
Comparisons
8,330
Reviews
2
Average Words per Review
617
Avg. Rating
8.0
Views
3,017
Comparisons
2,068
Reviews
9
Average Words per Review
747
Avg. Rating
6.8
Top Comparisons
Compared 74% of the time.
Compared 6% of the time.
Compared 5% of the time.
Compared 45% of the time.
Compared 16% of the time.
Also Known As
Remedy ITSM, Remedy, Helix RemedySystem Center Service Manager
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BMC
Microsoft
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.System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.
Offer
Learn more about BMC Helix ITSM
Learn more about SCSM
Sample Customers
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford UniversityFibabanka, UMC Health System
Top Industries
REVIEWERS
Financial Services Firm25%
Comms Service Provider13%
Retailer13%
Manufacturing Company13%
VISITORS READING REVIEWS
Software R&D Company38%
Comms Service Provider9%
Manufacturing Company8%
Financial Services Firm7%
No Data Available
Find out what your peers are saying about BMC Helix ITSM vs. SCSM and other solutions. Updated: January 2020.
397,983 professionals have used our research since 2012.
We monitor all IT Service Management (ITSM) 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.