BMC Helix Remedy vs Freshservice

BMC Helix Remedy is ranked 3rd in Help Desk Software with 15 reviews vs Freshservice which is ranked 11th in Help Desk Software with 2 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 Freshservice writes "The most valuable aspect of the solution is the user experience". BMC Helix Remedy is most compared with ServiceNow, Micro Focus Service Manager and JIRA Service Desk. Freshservice is most compared with Freshdesk, ServiceNow and Samanage. See our BMC Helix Remedy vs Freshservice report.
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Quotes From Members Comparing BMC Helix Remedy vs Freshservice

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 allowed the development team to concentrate on the client’s requirements instead.

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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 reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents.

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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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288,186 professionals have used our research since 2012.
Ranking
RANKING
Views
17,948
Comparisons
8,406
Reviews
15
Followers
981
Avg. Rating
8.7
Views
3,573
Comparisons
1,356
Reviews
1
Followers
850
Avg. Rating
6.0
Top Comparisons
Top Comparisons
Compared 46% of the time.
See more BMC Helix Remedy competitors »
Compared 12% of the time.
Compared 11% of the time.
Compared 10% of the time.
See more Freshservice competitors »
Also Known As
Also Known AsRemedy ITSM, Remedy
Website/Video
Website/VideoBMC
Freshworks
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.

Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 13000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed using ITIL best practice to help IT organizations focus on what’s most important – exceptional service delivery and customer satisfaction. Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software etc. – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

OFFER
Learn more about BMC Helix Remedy
Learn more about Freshservice
Sample Customers
Sample CustomersBrookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford UniversitySinclair Broadcast GroupWestern CarriersJudson UniversityGolf CanadaTravixProxamaPaymentezReady Auto Transport
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%
No Data Available
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%
No Data Available
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288,186 professionals have used our research since 2012.
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