Compare BMC vs Zendesk | IT Central Station

BMC Based on 129 reviews.	Zendesk Based on 51 reviews.
Overview
BMC Software, Inc. is an American company specializing in business service management software. Headquartered in Houston, Texas, BMC develops, markets and sells software used for multiple functions, including IT service management, data center automation, performance management, virtualization lifecycle management and cloud computing management. The name "BMC" is taken from the surnames of its three founders Scott Boulette, John Moores, and Dan Cloer.	Information Not Available
Sample Customers
BMC Helix Remedy: Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University BMC FootPrints Service Core: Cast & Crew BMC Remedyforce: Design Within Reach, Dex Media, DHHS, News UK, Pervasive Software, Mitchell International, Sysmex Corporation, Ameritas, Lumen 21	Zendesk: Shopify, Adroll, Redfin, Moo, Foursquare, Modcloth, We Pay, Republic Wireless, Wharton Univeristy of Pennnsylvania
Popular Solutions
Control-M 29 reviews BMC Helix Remedy 15 reviews BMC TrueSight Operations Management 8 reviews	Zendesk 3 reviews
Top Comparisons
ServiceNow vs. BMC Helix Remedy Compared 49% of the time. ServiceNow vs. BMC Remedyforce Compared 38% of the time. BMC Helix Remedy vs. BMC FootPrints Service Core Compared 27% of the time.	ServiceNow vs. Zendesk Compared 29% of the time.
Top Industries
Financial Services Firm 23% Marketing Services Firm 11% Healthcare Company 9% Comms Service Provider 7%	Financial Services Firm 15% Media Company 9% Consumer Goods 8% Marketing Services Firm 6%

Quotes From Member Reviews

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Most Helpful Reviews

Matt Lambie
Technical Consultant - Service Assurance & Automation at a tech services company
What is our primary use case?: We use the tool to deliver our Configuration Management service - asset discovery...
Read full review of BMC Helix Discovery »
Anonymous User
Staff CTO at a financial services firm
What is our primary use case?: We use the product to verify daily the correct sizing of the server farm, from the...
Read full review of BMC TrueSight Capacity Optimization »
PankajSoni
Sr. Consultant at a tech services company
What is most valuable?: Simplest application for network automation with all the automation features. • What...
Read full review of BMC BladeLogic Network Automation »
Anonymous User
User at a government
What is our primary use case?: Automate maintenance of servers Patching Compliance and remediation Auditing...
Read full review of BladeLogic Automation Suite »
In8392cOn
Consultant / Project Manager at a tech consulting company
What is our primary use case?: The primary use case was basic ITIL/ITSM. • How has it helped my organization?: ...
Read full review of BMC Helix Remedy »

Review 1 of 5

Marina Abarca-Hislop
Customer Support/Retail Division at a Consumer Goods
What is most valuable?: In Views there are lists of all unsolved tickets, recently updated tickets, pending...
Read full review of Zendesk »

Review 1 of 1

Customer Service

Suhail Mukadam
Associate Director at a tech services company
Technical support is satisfactory.
Read full review of BMC IT Business Management OnDemand »
Jim Monlea
Workload Automation Wizard at a insurance company
Customer Service: 9/10 - Everything is typically great with customer service. Technical Support: 8/10 - After getting...
Read full review of Control-M »
KamleshMenghani
Senior Specialist
Overall, I would give technical support a rating of 7/10. There is hardly anyone in the BMC CLM support team who can...
Read full review of BMC Cloud Lifecycle Management »
Shaun Smit
Remedy Developer at a tech vendor
Its mostly great. Sometimes, it takes a little while on the more complex issues, but generally it is fast.
Read full review of BMC Helix Remedy »
Rahul Priyadarshy
ITSM Admin & Consultant at a tech services company
Technical support has improved compared to six or seven years ago. Customers are happy.
Read full review of BMC Helix Remedy »
Orwin Lopes
Senior Consultant at a tech services company
Customer Service: In my experience with their customer service, they are excellent. Technical Support: From my...
Read full review of BladeLogic Automation Suite »
Ram Lakshman
Senior Technical Consultant at a financial services firm
Customer Service: 10 out of 9. Technical Support: 10 out of 0
Read full review of Control-M »
Praneetha Kotla
Application Development Analyst at a healthcare company
Technical support is 7/10. I faced an issue in which the connection was lost in the middle of a run. It was a small...
Read full review of Control-M »
RahulRANJAN
Database Security Specialist at a manufacturing company
Technical support was not required much as we had total in-house solution consultants. Though, in times of need, BMC...
Read full review of Control-M »
Arjun Rammohan Nagabandla,ICP,ITIL®
BMC Remedy Technical Specialist at a tech services company
They are quick to respond, but could be a bit more helpful.
Read full review of BMC Helix Remedy »
Jeevan Chaukar
Principal Consultant at a software R&D company
Customer Service: Customer service can vary wildly. With premier support from BMC, which is very expensive I believe,...
Read full review of BMC Helix Remedy »
Kyle Harris
Middleware Analyst at a financial services firm
I find the level of technical support (Blue Turtle Technologies) to be exceptional. Whether it is a small query or a...
Read full review of Control-M »
Anonymous User
Sr System Analyst at a financial services firm
Technical support is 8/10. However, a lot of techies use the online forum. If you are knowledgeable, you can solve...
Read full review of Control-M »
Carl Korody
Operations Specialist at a hospitality company
Customer Service: Customer support is good. The support site, searching, and accessing knowledge modules, and...
Read full review of Control-M »
Anonymous User
Project Manager
Technical support from BMC was good, had to wait a little longer some times for a response which complicated things...
Read full review of BMC TrueSight Operations Management »
Anonymous User
Consultant at a tech services company
Currently technical support is awesome, 100%.
Read full review of Control-M »
Anonymous User
Integration Consultant at a tech services company
Technical support is the best among the biggest software delivery houses.
Read full review of Control-M »
Anonymous User
Senior (Technical) Business Analyst at a financial services firm
I've not had to contact technical support.
Read full review of BMC Helix Remedy »
Anonymous User
Remedy Consultant at a tech consulting company
Customer Service: Fairly good. Much of it is in Asia and as in with most foreign customer support there is that...
Read full review of BMC Helix Remedy »
In8392cOn
Consultant / Project Manager at a tech consulting company
There were times when we needed to talk with BMC service support, and we got good response. It was something that we...
Read full review of BMC Helix Remedy »
Anonymous User
IT Service Management Team Leader at mStart
Support could be more skilled. We are wasting too much of our time debugging.
Read full review of BMC Helix Remedy »
SeniorITSpec239
Senior IT Specialist at a financial services firm
Technical support has a very weak first line of support, but a very good developer team in Israel.
Read full review of Control-M »
Anonymous User
Presales Cloud Consultant at a tech services company
It's not so good.
Read full review of BMC Cloud Lifecycle Management »
Anonymous User
Senior BMC Remedy Consultant at a tech services company
Customer Service: It's excellent. Technical Support: It's excellent.
Read full review of BMC Helix Remedy »
Anonymous User
Technical Lead at a tech services company
Technical support is very good.
Read full review of Control-M »
Anonymous User
Lead Engineer at a tech services company
Support quality is good.
Read full review of BMC TrueSight Operations Management »
Anonymous User
Assistant Director at a financial services firm
I find technical support to be knowledgeable and willing to provide assistance for any and all queries.
Read full review of Control-M »
HeadITPro298996
Head of IT Procurement at a renewables & environment company
Technical support is excellent. We called them two times in a year and there was a reply within 30 minutes, so that's...
Read full review of Control-M »
Anonymous User
Consultant at a financial services firm
10 out of 10.
Read full review of Control-M »
Anonymous User
Production Control Analyst
Technical support was very good, 8/10. I had a minor issue with their online interface for opening problem tickets....
Read full review of Control-M »

Review 1 of 30

Vincent Guibert
Consultant en organisation & chargé de mission à l'international at a consultancy
I would give the technical support a 9/10 rating.
Read full review of Zendesk »
Philip Wess
Chief Solutions Officer at Treehouse Technology Group
BIME has been very responsive thus far and we have been sending in features requests that we would like to see...
Read full review of BIME Analytics »
Dennis Yeh
Institutional Sales Executive (Head of APAC region) at a financial services firm
They have a very good Q&A page/system, I will give them the best rating.
Read full review of Zendesk »
Carsten Høvisch Falborg
Zendesk Specialist at a tech services company
Zendesk support has always been stellar. Most are spot on, some go above and beyond.
Read full review of Zendesk »
John Appel
Director of IT at a software R&D company
It's stellar.
Read full review of Zendesk »
S. Jazib Ahmed
Sales and Data Analyst at a tech services company
8.5/10 - They have a chat feature to answer questions while the user is working on the BIME platform. They respond in...
Read full review of BIME Analytics »
Anonymous User
Senior Operations Manager at a tech services company
It's a solid 7/10 for specific contacts, and it would be higher including my account managers in two different...
Read full review of Zendesk »
Anonymous User
Technical Support Engineer, Team Lead at a software R&D company
Zendesk's support team are available 24/7 for the enterprise-level customers. Though certain bugs are not immediately...
Read full review of Zendesk »
Anonymous User
Google Apps deployment Specialist and Support Manager at a tech services company
Zendesk tech support is done via a forum, but the knowledge base contains most of the technical knowledge.
Read full review of Zendesk »
Anonymous User
Customer Experience Lead at a tech services company
10/10 - they helped me solved my problem and to understand how it works.
Read full review of Zendesk »
Anonymous User
IT Support Technician at a consultancy
We have had excellent response time from Zendesk and issues are usually fixed quickly.
Read full review of Zendesk »
Anonymous User
Client Support Manager – Night Shift at a marketing services firm
Pretty fast, the first-tier agents will sort your tickets within one to two hours.
Read full review of Zendesk »
Anonymous User
VManager, Product Catalog, Quality Control & Customer Service at a retailer
Good. I really wish they had a chat feature - like Olark for example. But I guess it makes sense. Olark is chat...
Read full review of Zendesk »
Anonymous User
Customer Happiness Associate at Indiegogo
Customer Service: Zendesk is always very responsive to our questions and very quick to let us know if there are any...
Read full review of Zendesk »
Anonymous User
Project Coordinator at BlackSquare Inc.
I have never had to use tech support.
Read full review of Zendesk »
Anonymous User
Customer Onboarding at a tech services company
The support is not on chat often which is quite frustrating if you want immediate answers but they do respond to...
Read full review of Zendesk »
Anonymous User
Account Coordinator at a tech vendor
Customer Service: I believe the company had a trial period with SalesForce, but switched to Zendesk because of the...
Read full review of Zendesk »
Anonymous User
Application Support Specialist at a construction company
I personally never had to call Zendesk for tech support or customer service. That was funneled through a different...
Read full review of Zendesk »
Anonymous User
Risk Analyst at a financial services firm
10/10 as they are prompt, courteous, and is available 24/7 via a wide array of channels. Zendesk's team was really...
Read full review of Zendesk »
Anonymous User
EMEA Junior Tracking & Analytics Specialist at a software R&D company
BIME support was fantastic, very competent and useful.
Read full review of BIME Analytics »
Anonymous User
Marketplace Integrity Specialist at a comms service provider
Customer Service: Zendesk has great customer service and there are rarely technical issues. Technical Support: I have...
Read full review of Zendesk »
Anonymous User
Operations Manager at a recruiting/HR firm
Customer Service: Customer Service is non existent. Technical Support: I would give it a 4/10. They have a bar on the...
Read full review of BIME Analytics »
Anonymous User
Helpdesk Technician at a tech services company
Their support group is very kind and responsive. It is one of the better technical teams I’ve had the pleasure of...
Read full review of Zendesk »
Anonymous User
Head of Customer Service at a hospitality company
Customer Service: Mainly it's been good. Technical Support: Mainly it's been good.
Read full review of Zendesk »
Anonymous User
Team Lead - CSM Nordics at a marketing services firm
It is rarely needed.
Read full review of Zendesk »
Anonymous User
Freelance Film Critic/Part-time Social Media Coordinator/Junket and Red-Carpet Personality at a media company
Customer Service: I have no comment on this issue as I never reached out to the Zendesk customer service team....
Read full review of Zendesk »
Anonymous User
Consultant / Public Speaking / Writing
8/10
Read full review of Zendesk »
Anonymous User
Application Support Specialist at a construction company
Customer Service: I never had to call customer service. That was done by the admin person. Technical Support: I...
Read full review of Zendesk »
Anonymous User
IT Specialist at a non-profit
Customer Service: 6/10 – usually helpful but sometimes very slow. Technical Support: 6/10 – usually helpful but...
Read full review of Zendesk »
Anonymous User
IT Consultant/System Adminstrator at a tech company
Customer Service: 6/10 Technical Support: 6/10
Read full review of Zendesk »

Review 1 of 30

Technical Support

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