Compare BMC Helix ITSM vs. SCSM

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BMC Helix ITSM Logo
13,981 views|8,575 comparisons
SCSM Logo
Read 13 SCSM reviews.
2,972 views|1,802 comparisons
Most Helpful Review
Find out what your peers are saying about BMC Helix ITSM vs. SCSM and other solutions. Updated: September 2020.
438,944 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 reporting is very good.""The most valuable feature is the reporting of incidents.""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.""The most requested feature from our customers is the helpdesk ticketing system.""Many more features than other comparable products.""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."

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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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"The configuration could be easier.""We would like to see a web-based interface that works on mobile devices.""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.""The user interface needs to be improved.""They need more integration with open-source products.""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."

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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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"The price should be lower.""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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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: The most requested feature from our customers is the helpdesk ticketing system.
Top Answer: The solution does charge for add-ons and third party installations most of the time.
Top Answer: There is some difficulty when it comes to deploying this solution. The user interface needs to be improved. One of our customers has complained to say that the workflow needs to be more customizable.
Ranking
Views
13,981
Comparisons
8,575
Reviews
3
Average Words per Review
520
Avg. Rating
9.3
Views
2,972
Comparisons
1,802
Reviews
13
Average Words per Review
674
Avg. Rating
6.7
Popular Comparisons
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Also Known As
Remedy ITSM, Remedy, Helix RemedySystem Center Service Manager
Learn
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 Firm24%
Comms Service Provider12%
Government12%
Manufacturing Company12%
VISITORS READING REVIEWS
Computer Software Company46%
Government8%
Comms Service Provider8%
Media Company6%
VISITORS READING REVIEWS
Computer Software Company27%
Government16%
Construction Company10%
Wholesaler/Distributor10%
Find out what your peers are saying about BMC Helix ITSM vs. SCSM and other solutions. Updated: September 2020.
438,944 professionals have used our research since 2012.
BMC Helix ITSM is ranked 6th in IT Service Management (ITSM) with 3 reviews while SCSM is ranked 4th in IT Service Management (ITSM) with 13 reviews. BMC Helix ITSM is rated 9.4, while SCSM is rated 6.6. 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 SCSM writes "Good flexibility and integration abilities but the interface needs improvement ". BMC Helix ITSM is most compared with ServiceNow, BMC Remedyforce, JIRA Service Desk, ManageEngine ServiceDesk Plus and Assyst, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Desk, BeyondTrust Remote Support and Freshdesk. See our BMC Helix ITSM vs. SCSM report.

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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.