BMC Helix Remedy vs CA Service Desk Manager

BMC Helix Remedy is ranked 3rd in IT Service Management (ITSM) with 15 reviews vs CA Service Desk Manager which is ranked 2nd in IT Service Management (ITSM) with 63 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 CA Service Desk Manager writes "It has helped us to organize a lot of our assets". BMC Helix Remedy is most compared with ServiceNow, Micro Focus Service Manager and JIRA Service Desk. CA Service Desk Manager is most compared with ServiceNow, Micro Focus Service Manager and ManageEngine ServiceDesk Plus. See our BMC Helix Remedy vs CA Service Desk Manager report.
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Quotes From Members Comparing BMC Helix Remedy vs CA Service Desk Manager

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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It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information.It helps when you have an incident or performing a problem change management process.We can search open and closed cases to find what we have done in other incidents.Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable.The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management.the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind.It allows IT to handle users on a personal basis. It allows IT to have a name and a face, and we interact with the end-users.We especially like the look of xFlow. That looks very personal, so they can keep track of how things are going with their ticket, if it has been worked on, what the status of it is. It seems to be a little more user friendly. The user can see more from a distance right away.

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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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The interface for the users is a bit old-fashioned and not user-friendly.We would like the CMDB to be populated automatically. At the moment, everything is manually created.We would like more information about all the configurations that we have on our infrastructure side.Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement).I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half.The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help.Improvements would include simplification in the user interface, being more expandable, better documentation. The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated.Although I wasn't involved in the initial setup I have been involved with upgrades. They have been fairly complex. We've had some issues with upgrades where we had to roll back and get some things fixed. Some things that we ended up tracking back to not following directions right, but then other things we've run into issues.

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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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I think pricing of this model is suitable for growing corporations.Pricing is simple, as it’s per concurrent analysts.It is a bit expensive, but you definitely get what you pay for. It is worth it!

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Ranking
RANKING
Views
17,948
Comparisons
8,406
Reviews
15
Followers
981
Avg. Rating
8.7
Views
9,862
Comparisons
1,857
Reviews
60
Followers
567
Avg. Rating
8.0
Top Comparisons
Top Comparisons
Compared 46% of the time.
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Also Known As
Also Known AsRemedy ITSM, RemedyUnicenter Service Desk, CA SDM
Website/Video
Website/VideoBMC
CA Technologies
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.

Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.

Learn More: https://www.ca.com/us/products...

OFFER
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Learn more about CA Service Desk Manager
Sample Customers
Sample CustomersBrookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford UniversityBanco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
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
Financial Services Firm
23%
Healthcare Company
23%
Government
9%
Consumer Goods
5%
VISITORS READING REVIEWS
Financial Services Firm
16%
Transportation Company
16%
Healthcare Company
11%
Comms Service Provider
8%
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
18%
Midsize Enterprise
15%
Large Enterprise
67%
VISITORS READING REVIEWS
Small Business
21%
Midsize Enterprise
10%
Large Enterprise
69%
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288,186 professionals have used our research since 2012.
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