BMC Helix Remedy vs. Micro Focus Service Manager

As of May 2019, BMC Helix Remedy is ranked 3rd in IT Service Management (ITSM) with 14 reviews vs Micro Focus Service Manager which is ranked 6th in IT Service Management (ITSM) with 9 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 Micro Focus Service Manager writes "It's strong, there's no doubt about it. I wouldn't want to go replacing it with any of the other tools. ". BMC Helix Remedy is most compared with ServiceNow, JIRA Service Desk and BMC Remedyforce. Micro Focus Service Manager is most compared with ServiceNow, BMC Helix Remedy and IBM Maximo. See our BMC Helix Remedy vs. Micro Focus Service Manager report.
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Most Helpful Review
Find out what your peers are saying about BMC Helix Remedy vs. Micro Focus Service Manager and other solutions. Updated: May 2019.
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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:

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 gives us better understanding and control of service management.It's pretty well-structured in modules.It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature.Service Manager gives us a single system where everything is centralized in one base.A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure.It helps to register things, to see the changing parts, and to correlate incidents.Technical support is pretty good.We can have all our requests and incidents registered in one system.

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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.‚ÄčThe 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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Pure cloud-based native functionality is lacking.It needs good integration with the configuration database, that's lacking at the moment, It's not that good.It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well.The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky.It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases.There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications.I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless.The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months.

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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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Compared 71% of the time.
Compared 5% of the time.
Also Known As
Remedy ITSM, RemedyHPE ITSM, HPE Service Manager
Micro Focus
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.

Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

Learn more about BMC Helix Remedy
Learn more about Micro Focus Service Manager
Sample Customers
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford Universityresultspositive, Globicon
Top Industries
Financial Services Firm27%
Manufacturing Company13%
Comms Service Provider13%
Manufacturing Company25%
Software R&D Company13%
Financial Services Firm9%
Pharma/Biotech Company7%
Financial Services Firm33%
Aerospace/Defense Firm13%
Pharma/Biotech Company8%
Company Size
Small Business17%
Midsize Enterprise22%
Large Enterprise61%
Small Business25%
Midsize Enterprise23%
Large Enterprise52%
Small Business8%
Midsize Enterprise8%
Large Enterprise84%
Find out what your peers are saying about BMC Helix Remedy vs. Micro Focus Service Manager and other solutions. Updated: May 2019.
340,467 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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