We performed a comparison between BMC Helix ITSM and Everbridge IT Alerting based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"In general, for incident management, it's okay."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"Our Change Management and Incident Management processes have been greatly improved."
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"Initial, out-the-box setup was easy with no problems."
"I manage the platform, and I don't really use it. The scheduling aspect of it is valuable where you create your groups and then either manually or via API call, you can initiate an alert. It'll look at the schedule and only contact those people who are on-call. So, it takes the guesswork out."
"With SaaS, we can implement in other regions without having to physically go to there."
"By leveraging Everbridge, with a few clicks of a mouse, we are able to go in and request as many teams as we require to respond to an incident and bring them together to collaborate much faster."
"The system has a lot of great features and they keep adding to it."
"It's mainly for mass notification and pooling of contacts. Pooling of customers is valuable."
"The most valuable feature is automated escalation, as it eliminates a manual process which is prone to errors."
"The rules option has been helpful, as we can adjust the conditions in the template."
"Valuable features include incident management and ease of integrations."
"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."
"It takes a long-time to plan and deploy the on-premise solution."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"It has created more layers of bureaucracy."
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."
"The dashboard can be better."
"It needs to be more comfortable for the end-user."
"The amount of software issues are still too big, even considering the complexity of the tool."
"The ability for members to change their schedules, and change the person their swapping with, could use improvement. The GUI is a little tough to navigate. It's not very straightforward when someone is trying to change schedules."
"I swapped two people's weeks, and at least from what I saw, I had to do each day individually. It would be nice if I could swap two people's weeks without having to do it each day."
"I would like to have a little bit more flexibility in the member portal."
"The company would like to have super detailed analytics, as we integrate this with our security software."
"What I would like to see is vendor alerting. It's not structured to take into account that users outside of our environment, users outside of IT, may not be in the group. IBM is an outside vendor for us, and we have IBM CEs who come in on a regular basis. If there's a problem, we call those vendors in. That should be tied into the system where we can say that vendors A, B, and C have these users and we want them available to come into the office when there's an issue. We want to be able to alert them in the same way we alert internally."
"The incident templates can get complex and hard to troubleshoot, so it helps to focus on keeping it simple."
"Explanations are limited to 500 characters in description fields."
"I've worked closely with Everbridge teams in my previous positions too, and the one thing I would like to see is the distance. You have to measure it, and it's not really accurate. If we could have a general distance within the alert itself to tell us where the closest asset is, it would be useful. That's one thing I'd like to see."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while Everbridge IT Alerting is ranked 9th in IT Alerting and Incident Management with 22 reviews. BMC Helix ITSM is rated 8.0, while Everbridge IT Alerting is rated 8.8. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of Everbridge IT Alerting writes "We have seen substantial savings with its usage as it drives down our MTTR". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Everbridge IT Alerting is most compared with PagerDuty Operations Cloud, ServiceNow, OnSolve Platform for Critical Event Management, xMatters and Opsgenie.
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