BMC Helix Remedy vs Bomgar Remote Support

BMC Helix Remedy is ranked 3rd in IT Service Management (ITSM) with 15 reviews vs Bomgar Remote Support which is ranked 5th in IT Service Management (ITSM) with 17 reviews. The top reviewer of BMC Helix Remedy writes "Full-featured, gave us incident/event management, based on monitors in our environment". The top reviewer of Bomgar Remote Support writes "Secure remote support without requiring permanent client agent on the end user's Desktop or mobile device. Cloud and on-prem solutions". BMC Helix Remedy is most compared with ServiceNow, Micro Focus Service Manager and JIRA Service Desk. Bomgar Remote Support is most compared with TeamViewer, LogMeIn Pro and Microsoft Remote Desktop Services. See our BMC Helix Remedy vs Bomgar Remote Support report.
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Quotes From Members Comparing BMC Helix Remedy vs Bomgar Remote Support

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
Pros
Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues.Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time.The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier.MyIT is simple to use and its mobility is a big plus for our on the go users.The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline.Improved our organization with better customer experience and reporting abilities.The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great.The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly.

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We rarely need support for anything, but when we do, they are on it and always helpful.I personally like the ability to share files with other machines.Bomgar has given us the ability to manage the majority of our calls from a remote location making response times quicker and more efficient.Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer.It has allowed us to quickly address the needs and issues of our end users.We are able to be more effectively connected to computers and servers all over the world.This product "just works" (without fail) and is dead-easy for clients to connect with.This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk).

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Cons
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.Support could be more skilled. We are wasting too much of our time debugging.​The amount of software issues are still too big, even considering the complexity of the tool.Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years.SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT.

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I would like to see more integration with iOS devices along with better connectivity and communication with these devices.I would have picked an internal team member who was going to stay on the team for more time. Shortly after we went live, we had a change of staff and lost the main implementer.This product has a lot of features that we do not currently use, so there may be some things that cause bloat and confusion.I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application.Static notes for hosts: If I could enter notes on a Jump Client and have them appear every time I connect to that Client, it would be a huge benefit.The screen annotation tools could be expanded. I would like to see a text/typing annotation tool.There were a few employee devices that failed during the initial deployment, which required a second deployment.The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance.

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Pricing and Cost Advice
It is costly, but it is well worth it.Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed.Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings.While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper.If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost.

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It is not the most cost effective solution on the market.We believe for the money, it is worth what you pay.I would like to order more licenses. This would allow us to support more end users concurrently.I highly recommend using the tech team properly trained by Bomgar. This will help the tool be more useful.Although the upfront cost is a bit overwhelming, the appliance will pay for itself in less than two years.The setup is complex. Purchase the remote implementation service and make them slow down and work with you.Bomgar has a very fair pricing structure.Pricing is reasonable for what the service is offering. If it is looked at from a purely remote control perspective then it might appear expensive, but it is the wider functionality that should be considered too.

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Ranking
RANKING
Views
17,948
Comparisons
8,406
Reviews
15
Followers
981
Avg. Rating
8.7
Views
3,707
Comparisons
1,964
Reviews
16
Followers
407
Avg. Rating
9.4
Top Comparisons
Top Comparisons
Compared 46% of the time.
See more BMC Helix Remedy competitors »
Compared 45% of the time.
Compared 13% of the time.
See more Bomgar Remote Support competitors »
Also Known As
Also Known AsRemedy ITSM, Remedy
Website/Video
Website/VideoBMC
Bomgar Corporation
Overview
OverviewBMC 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.Bomgar Remote Support Software is the only remote tool you need. Most support organizations have multiple remote tools because no single tool works across all their operating systems or across all their networks. Bomgar is different. One company used Bomgar to replace 12 remote desktop software tools! Simplify support, improve security, and increase efficiency with one remote solution.
OFFER
Learn more about BMC Helix Remedy
Learn more about Bomgar Remote Support
Sample Customers
Sample CustomersBrookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford UniversityInterContinental Hotels Group, Williams-Sonoma Inc., eBay, Carbonite, Computer Sciences Corporation
Top Industries
Top Industries
REVIEWERS
Financial Services Firm
27%
Government
13%
Comms Service Provider
13%
Manufacturing Company
13%
VISITORS READING REVIEWS
Software R&D Company
11%
Pharma/Biotech Company
11%
Financial Services Firm
10%
Manufacturing Company
7%
REVIEWERS
Consumer Goods
17%
University
17%
Financial Services Firm
11%
Manufacturing Company
11%
VISITORS READING REVIEWS
University
22%
Financial Services Firm
17%
Manufacturing Company
11%
Consumer Goods
9%
Company Size
Company Size
REVIEWERS
Small Business
18%
Midsize Enterprise
20%
Large Enterprise
63%
VISITORS READING REVIEWS
Small Business
29%
Midsize Enterprise
17%
Large Enterprise
54%
REVIEWERS
Small Business
26%
Midsize Enterprise
22%
Large Enterprise
52%
VISITORS READING REVIEWS
Small Business
32%
Midsize Enterprise
8%
Large Enterprise
60%
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288,073 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.

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