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 50% of the time. ServiceNow vs. BMC Remedyforce Compared 39% 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 27% Marketing Services Firm 17% Manufacturing Company 10% Healthcare Company 8%	Financial Services Firm 26% Marketing Services Firm 15% Newspaper 8% Retailer 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

PankajSoni
Sr. Consultant at a tech services company
What is most valuable?
Simplest application for network automation with all the automation features.
What needs
…
Read full review of BMC TrueSight Network Automation »
Stefan Timmermann
CEO at a tech services company
How has it helped my organization?
We do work as independent consultants, but mainly the focus is on a crisp and…
Read full review of BMC TrueSight Operations Management »
Jasmin Kooiman
Technology Process Analyst at a tech vendor
What is our primary use case?
BMC Remedyforce is our incident/problem/change management system which manages all…
Read full review of BMC Remedyforce »
Dean Tuson
Control-M Developer at a retailer
What is most valuable?
Control-M has a huge number of features and utilities that assist users in monitoring their…
Read full review of Control-M »
Anonymous User
Lead Programmer Analyst at a financial services firm
What is our primary use case?
We use this to track assets in our environment to use for reporting and ticketing. This…
Read full review of BMC Atrium CMDB »

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 tickets,…
Read full review of Zendesk »

Review 1 of 1

Customer Service

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 BMC TrueSight Server Automation »
Sagar Mehta
Technical Consultant at Atgen Software Solutions LLP
Customer Service: 4/10 Technical Support: BMC provides good technical support and I would give it an 8 out of 10 rating.
Read full review of Control-M »
Bradley Murphy
Senior Developer Technical Lead at a tech vendor
Customer support is always fantastic and willing to help. No matter what time of day we have a problem. We always get...
Read full review of BMC Helix Remedy »
Anonymous User
Staff CTO at a financial services firm
We use this solution in ICT offices.
Read full review of BMC TrueSight Capacity Optimization »
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 »
Vineeta Jayasimhan
Systems Engineer - Senior Control M Admin at a tech services company
Technical support is excellent. They have a great support team. Also their AMIGO program is great, where you can...
Read full review of Control-M »
Stefan Timmermann
CEO at a tech services company
Customer Service: People buy from people. If your account rep is a good one, all goes well. You cannot answer that...
Read full review of BMC TrueSight Operations Management »
Paul Clinton
Consultant, Production Control Services at a tech services company
Customer Service: BMC service was excellent. Technical Support: Excellent.
Read full review of Control-M »
Sumit Vasudev
Remedy Consultant at a tech services company
Customer Service: 10/10 Technical Support: 10/10
Read full review of BMC Helix Remedy »
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 »
Oscar Omar Posada Sanchez
Business Service Management Architect at a tech consulting company
Customer Service: Customer service is the best. Technical Support: Technical support is the best.
Read full review of Control-M »
Dean Tuson
Control-M Developer at a retailer
Technical support is sufficient. BMC have a group of specialists in Tel Aviv who will advise on the best solution to...
Read full review of Control-M »
Anonymous User
BMC Remedy/ITSM Administrator and Consultant at a tech services company
Customer Service: Customer Service does vary. It all depends on your Account Manager. The good ones can be a real...
Read full review of BMC Helix Remedy »
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 »
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
Senior Consultant at a tech services company
Customer service and technical support is exceptionally good in some cases and will certainly need improvements in...
Read full review of BMC Helix Remedy »
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
User at a comms service provider
Customer Service: Customer service is excellent. Technical Support: Technical support is excellent.
Read full review of Control-M »
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 »
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 »
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 »
SrConsultant730
Senior Consultant at a tech consulting company
Technical support is 10 out of 10; support is available around the clock, 24/7.
Read full review of Control-M »
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
BMC ITSM Remedy Administrator / Developer / Architect
The first level is not so skilled . If you manage to go to second level they are good.
Read full review of BMC Helix Remedy »
Anonymous User
ITSM Configuration Manager
Customer Service: 7/10 Technical Support: 7/10
Read full review of BMC Helix Remedy »
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
Senior Technical Consultant at a tech services company
The technical support is good. I've used them many times for technical issues. So far, their support has been good...
Read full review of Control-M »
Anonymous User
BMC Remedy Consultant at a tech services company
Customer Service: It's very good. Technical Support: It's very good.
Read full review of BMC Helix Remedy »
Anonymous User
Remedy Consultant at a tech consulting company
Customer Service could use some improvement – while they are technically very good, some of the agents have poorer...
Read full review of BMC Helix Remedy »

Review 1 of 30

John Appel
Director of IT at a software R&D company
It's stellar.
Read full review of Zendesk »
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 »
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 »
Marina Abarca-Hislop
Customer Support/Retail Division at a Consumer Goods
The level of technical support is very good and they are very helpful.
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
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
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
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 »
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
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
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
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
Team Lead - CSM Nordics at a marketing services firm
It is rarely needed.
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
Senior Sales Engineer at a software R&D company
During the early years, we were not viewed as a very large (or important) customer, but as we started to grow and...
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 Consultant/System Adminstrator at a tech company
Customer Service: 6/10 Technical Support: 6/10
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
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
HR Source Specialist at a software R&D company
Customer Service: I have never had to contact customer service in regards to Zendesk, which I would say that's a good...
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
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
Sr Director of Channel Sales and Customer Service at a tech services company
Service and Support are excellent. Whilst the knowledge base leaves a lot to be desired and the push to use the...
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
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
Consultant / Public Speaking / Writing
8/10
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
Operations Intelligence at a transportation company
Customer Service: Never talk to them, we talk to our global IT. Technical Support: Never talk to them, we talk to our...
Read full review of Zendesk »

Review 1 of 30

Technical Support

No Data Available

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BMC vs Zendesk

What is most valuable?

What needs

How has it helped my organization?

What is our primary use case?

What is most valuable?

What is our primary use case?

What is most valuable?