BMC Helix Remedy vs ManageEngine ServiceDesk Plus

BMC Helix Remedy is ranked 3rd in Help Desk Software with 15 reviews vs ManageEngine ServiceDesk Plus which is ranked 7th in Help Desk Software with 8 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 ManageEngine ServiceDesk Plus writes "I use it in a Fortune 1000 company to show physical topologies of software to hardware relationships. It helps eliminate confusion of what hardware/software/users are impacted in DR or maintenance". BMC Helix Remedy is most compared with ServiceNow, Micro Focus Service Manager and JIRA Service Desk. ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Desk and SCSM. See our BMC Helix Remedy vs ManageEngine ServiceDesk Plus report.
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Quotes From Members Comparing BMC Helix Remedy vs ManageEngine ServiceDesk Plus

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 not only handle tickets, but also requests from many departments. All are easy to manage.ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests.Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install.

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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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For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates.The product needs to allow for implementation for other departments besides the IT help desk.

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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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The prices are attractive. Customer can use a subscription if they do not have enough budget.

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Ranking
RANKING
Views
17,948
Comparisons
8,406
Reviews
15
Followers
981
Avg. Rating
8.7
Views
7,909
Comparisons
4,642
Reviews
8
Followers
496
Avg. Rating
8.4
Top Comparisons
Top Comparisons
Compared 46% of the time.
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Also Known As
Also Known AsRemedy ITSM, Remedy
Website/Video
Website/VideoBMC
ManageEngine
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.

ServiceDesk Plus is comprehensive help desk software with integrated asset and project management capabilities built on ITIL framework. ServiceDesk Plus is trusted by more than 100,000 organizations across 186 countries and is available in 29 different languages. With ServiceDesk Plus, IT organizations can leverage ITIL processes while unifying their help desk, asset management and project management activities in a single pane of glass.

It is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction.

Features

ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below.

Incident management: Gain control of your help desk

With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident!

Problem management: Go beyond firefighting

Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem.

Change management: Manage changes with precision

Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes.

Asset management: Track and manage assets with ease

Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance.

IT project management: Deliver IT projects on time

You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success!

Purchases and contracts management: Track IT purchases and contracts

Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry.

Self service portal: Deflect tickets from your service desk

Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets.

Service catalog: Showcase your IT services

Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request.

CMDB: Get the bigger picture

ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making.

Service level agreement: Ensure timely service delivery

Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met.

Reports: Derive decisions with the right data

Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance!

Extensions and integrations: Collaborate easily with other IT systems

Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT!

OFFER
Learn more about BMC Helix Remedy
Learn more about ManageEngine ServiceDesk Plus
Sample Customers
Sample CustomersBrookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford UniversityTranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Top Industries
Top Industries
REVIEWERS
Financial Services Firm
27%
Comms Service Provider
13%
Manufacturing Company
13%
Government
13%
VISITORS READING REVIEWS
Software R&D Company
11%
Pharma/Biotech Company
11%
Financial Services Firm
10%
Manufacturing Company
7%
VISITORS READING REVIEWS
Financial Services Firm
25%
Manufacturing Company
12%
Recruiting/Hr Firm
8%
Engineering Company
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
50%
Midsize Enterprise
25%
Large Enterprise
25%
VISITORS READING REVIEWS
Small Business
36%
Midsize Enterprise
33%
Large Enterprise
31%
Find out what your peers are saying about BMC Helix Remedy vs ManageEngine ServiceDesk Plus and others in Help Desk Software.
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287,741 professionals have used our research since 2012.
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