BMC Helix Remedy vs Micro Focus Service Manager

BMC Helix Remedy is ranked 3rd in IT Service Management (ITSM) with 15 reviews vs Micro Focus Service Manager which is ranked 4th in IT Service Management (ITSM) with 21 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 "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". BMC Helix Remedy is most compared with ServiceNow, Micro Focus Service Manager and JIRA Service Desk. Micro Focus Service Manager is most compared with ServiceNow, BMC Helix Remedy and JIRA Service Desk. See our BMC Helix Remedy vs Micro Focus Service Manager report.
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Quotes From Members Comparing BMC Helix Remedy vs Micro Focus Service 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'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.The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation.

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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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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.There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other.

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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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Ranking
RANKING
Views
17,948
Comparisons
8,406
Reviews
15
Followers
981
Avg. Rating
8.7
Views
11,963
Comparisons
4,103
Reviews
22
Followers
1,158
Avg. Rating
7.3
Top Comparisons
Top Comparisons
Compared 46% of the time.
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Also Known As
Also Known AsRemedy ITSM, RemedyHPE ITSM, HPE Service Manager
Website/Video
Website/VideoBMC
Micro Focus
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 Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

OFFER
Learn more about BMC Helix Remedy
Learn more about Micro Focus Service Manager
Sample Customers
Sample CustomersBrookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford Universityresultspositive, Globicon
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%
REVIEWERS
Financial Services Firm
33%
Aerospace/Defense Firm
13%
Pharma/Biotech Company
8%
Comms Service Provider
8%
VISITORS READING REVIEWS
Financial Services Firm
33%
Comms Service Provider
9%
Energy/Utilities Company
6%
Retailer
5%
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
8%
Midsize Enterprise
8%
Large Enterprise
83%
VISITORS READING REVIEWS
Small Business
16%
Midsize Enterprise
13%
Large Enterprise
71%
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