Compare BMC Helix Remedy vs. SolarWinds MSP Manager

BMC Helix Remedy is ranked 3rd in Help Desk Software with 14 reviews while SolarWinds MSP Manager which is ranked 12th in Help Desk Software with 1 review. BMC Helix Remedy is rated 8.6, while SolarWinds MSP Manager is rated 10.0. The top reviewer of BMC Helix Remedy writes "Full-featured, gave us incident/event management, based on monitors in our environment". On the other hand, the top reviewer of SolarWinds MSP Manager writes "Real-time reporting helps determine when the network infrastructure needs review". BMC Helix Remedy is most compared with ServiceNow, BMC Remedyforce and JIRA Service Desk, whereas SolarWinds MSP Manager is most compared with SolarWinds Web Help Desk, JIRA Service Desk and ManageEngine ServiceDesk Plus.
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Most Helpful Review
Find out what your peers are saying about ServiceNow, CA Technologies, BMC and others in Help Desk Software. Updated: August 2019.
360,012 professionals have used our research since 2012.
Quotes From Members

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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This is a premier product and it has been around for a long time.

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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.‚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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What I would like to see is a simplified solution that is packaged better, where you can easily implement or turn on the functionality that you need.

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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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Don't get scared of the price tag because it's definitely worth it.

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Ranking
3rd
out of 44 in Help Desk Software
Views
25,081
Comparisons
7,708
Reviews
14
Average Words per Review
293
Avg. Rating
8.6
12th
out of 44 in Help Desk Software
Views
1,213
Comparisons
611
Reviews
1
Average Words per Review
321
Avg. Rating
10.0
Top Comparisons
Compared 73% of the time.
Compared 5% of the time.
Also Known As
Remedy ITSM, RemedySolarWinds LOGICnow
Learn
BMC
SolarWinds
Overview
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.

SolarWinds MSP Manager key features include:

  • Customer Management
  • Customer Portal
  • Dashboard, Mobile Apps
  • Scheduling
  • Ticketing
  • Billing
Offer
Learn more about BMC Helix Remedy
Learn more about SolarWinds MSP Manager
Sample Customers
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford UniversityLongleaf Systems, ITproMedia, Choice Technology, Halski Systems, Allixo Technologies, Nettech, Concept Technology
Top Industries
REVIEWERS
Financial Services Firm27%
Government13%
Comms Service Provider13%
Manufacturing Company13%
VISITORS READING REVIEWS
Manufacturing Company27%
Financial Services Firm12%
Software R&D Company10%
Pharma/Biotech Company8%
No Data Available
Find out what your peers are saying about ServiceNow, CA Technologies, BMC and others in Help Desk Software. Updated: August 2019.
360,012 professionals have used our research since 2012.
We monitor all Help Desk Software 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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