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Top Review
Find out what your peers are saying about ServiceNow, Atlassian, Atera and others in IT Service Management (ITSM). Updated: September 2021.
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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.""In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything.""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.""Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets.""It's a very integrated solution.""We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us.""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.""It has the power to automatize several different tasks in the ITSM world."

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"​The ability to notify teams and monitor those notifications in real-time is valuable. Time-based escalation of notifications helps us resolve issues much more quickly.""It has improved our time to respond. Prior to the use of xMatters, it might take hours or even a day to get someone involved on a problem. Now, it's down to minutes.""Probably the most important one is that it persists in attempting to contact to someone until someone is engaged on the event.""It reduces the amount of oversight required, and consequently, the amount of time to assign and get a response on a ticket."

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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.""They could be more responsive to feedback from their community board.""In the next release, I would like to see AI used for classification or categorization.""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.""It needs to be more comfortable for the end-user.""Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features.""The reports need improvement, it is not a good functioning tool.""Some parts of the solutions are using the old interface."

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"Beyond the typical grouping, xMatters has what is referred to as dynamic teams. Dynamic teams are criteria for setting up and targeting a group of people that meet specific criteria. The bad thing about this setup is that you cannot alter those criteria through the typical xMatters import/export process. The attributes that create the criteria for dynamic teams can only be altered via the Web UI. So, if you want to create a new dynamic team in a mature xMatters environment (one that is already populated with hundreds of users), and you want to add, say, 100 users to that dynamic team, you have to do it manually.""If you want to alter a custom field, you can do so via import/export. But you can't have an unlimited number of custom fields, so in a large environment with a lot of teams, team provisioning becomes more difficult.""We would like to see the ability to support custom devices. We have a lot of users who use Slack, which is another tool for communication. xMatters currently does not support Slack as a communication method. It can't send events to Slack and respond to them.""The data validation and verification need to be enhanced so that when data is changed, it reviews it in an automated manner and catches all of the anomalies."

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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.""It is too expensive for a small business.""It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more.""I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."

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"Licensing varies widely, depending on usage. It can be cheap or quite expensive, depending on volume and features.""It is worth the cost. You need to know the number of users that are going to use it, which is usually pretty easy to calculate. It's on a per-user license.""This is a subscription-based, SaaS solution."

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Questions from the Community
Top Answer: The digital workplace is appealing.
Top Answer: One of the issues with the solution is the requirement to provide a lot of information in order to log a request. I'm not talking about end users, technicians or engineers need to provide too much… more »
Top Answer: I'm a service management specialist and I'm in partnership with BMC.
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Ranking
Views
10,295
Comparisons
6,494
Reviews
9
Average Words per Review
481
Rating
7.7
Views
1,173
Comparisons
798
Reviews
3
Average Words per Review
614
Rating
8.3
Comparisons
Also Known As
Remedy ITSM, Remedy, Helix Remedy
xMatters
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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.

xMatters, an Everbridge company, is a service reliability platform that helps DevOps, SREs, and operations teams rapidly deliver products at scale by automating workflows and ensuring infrastructure and applications are always working. The xMatters code-free workflow builder, adaptive approach to incident management, and real-time performance analytics all support a single goal: deliver customer happiness.

To learn more, request a demo.

  • Reliable services, rapid innovation: Automate operations workflows, ensure applications are always working, and deliver remarkable products at scale with the xMatters service reliability platform.
  • Automate on the xMatters service reliability platform: Move faster with confidence. Our no-code and low-code integrations let you build flexible workflows to address issues proactively—even during deployments.
  • Frictionless on-call: Manage on-call seamlessly. Automatically escalate to the right people, schedule with ease, and act on detailed alerts from anywhere.
  • Adaptive Incident Management: Stay resilient in any scenario with our adaptive approach to incident management. Automate resolution, protect customers from disruptions, and learn from each event.
  • Signal Intelligence: Put situations in context and cut through the noise of multiple monitoring tools with filtering and suppression, alert correlation, enriched notifications, and routing based on role or function.
  • Actionable Analytics: Get quick insights into key metrics to understand inefficiencies, boosting collaboration and productivity across engineering and operations teams.

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Sample Customers
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Over 2.7 million users trust xMatters daily at successful startups and global giants including athenahealth, BMC Software, Box, Credit Suisse, Danske Bank, Experian, NVIDIA, ViaSat and Vodafone. xMatters is headquartered in San Ramon, California and has offices worldwide.  Visit our website to see how business like yours found solutions with xMatters.
Top Industries
REVIEWERS
Computer Software Company16%
Manufacturing Company16%
Financial Services Firm16%
Retailer12%
VISITORS READING REVIEWS
Computer Software Company37%
Comms Service Provider14%
Government8%
Financial Services Firm5%
REVIEWERS
Energy/Utilities Company25%
Non Profit25%
Retailer13%
Transportation Company13%
VISITORS READING REVIEWS
Computer Software Company28%
Financial Services Firm15%
Comms Service Provider10%
Manufacturing Company7%
Company Size
REVIEWERS
Small Business23%
Midsize Enterprise19%
Large Enterprise58%
VISITORS READING REVIEWS
Small Business15%
Midsize Enterprise17%
Large Enterprise68%
REVIEWERS
Small Business30%
Large Enterprise70%
Find out what your peers are saying about ServiceNow, Atlassian, Atera and others in IT Service Management (ITSM). Updated: September 2021.
534,057 professionals have used our research since 2012.

BMC Helix ITSM is ranked 8th in IT Service Management (ITSM) with 10 reviews while xMatters IT Management is ranked 4th in IT Alerting and Incident Management with 3 reviews. BMC Helix ITSM is rated 7.6, while xMatters IT Management is rated 8.4. The top reviewer of BMC Helix ITSM writes "Lacking report functionality, complex to operate, but useful interactive activity logs". On the other hand, the top reviewer of xMatters IT Management writes "Automation improves support call efficiency and response time, but the interface needs improvement". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, IBM Maximo and Micro Focus Service Manager, whereas xMatters IT Management is most compared with PagerDuty, Everbridge IT Alerting, Opsgenie, ServiceNow and Send Word Now.

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.