Compare BMC vs Zendesk | IT Central Station

BMC Based on 77 reviews.	Zendesk Based on 3 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 30 reviews BMC Helix Remedy 15 reviews BMC TrueSight Operations Management 8 reviews	Zendesk 3 reviews
Top Comparisons
ServiceNow vs. BMC Helix Remedy Compared 47% of the time. ServiceNow vs. BMC Remedyforce Compared 37% 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 24% Marketing Services Firm 12% Healthcare Company 9% Comms Service Provider 7%	Financial Services Firm 15% Media Company 9% Consumer Goods 8% Comms Service Provider 5%

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

Dean Tuson
Control-M Developer at a retailer
Valuable Features: Control-M has a huge number of features and utilities that assist users in monitoring their...
Read full review of Control-M »
Stefan Timmermann
CEO at a tech services company
Improvements to 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 »
Lars Mahrendorf
Produktionssteuerung at a health, wellness and fitness company
Primary Use Case: MainView is used as a central point of view to control and monitor systems on the mainframe like...
Read full review of BMC MainView »
Anonymous User
Lead Programmer Analyst at a financial services firm
Primary Use Case: We use this to track assets in our environment to use for reporting and ticketing. This includes...
Read full review of BMC Atrium CMDB »
In8392cOn
Consultant / Project Manager at a tech consulting company
Primary Use Case: The primary use case was basic ITIL/ITSM. • Improvements to My Organization: It replaced an...
Read full review of BMC Helix Remedy »

Review 1 of 5

Marina Abarca-Hislop
Customer Support/Retail Division at a Consumer Goods
Valuable Features: 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

Prakash Bendrik
Consultant at a tech services company
Currently technical support is awesome, 100%.
Read full review of Control-M »
Pascale Sterrett
Sr. BMC Remedy Lead Developer (PM) at a transportation company
Customer Service: The Customer service is the same as always. It hasn't changed much. They will always be there to...
Read full review of BMC Helix Remedy »
Mayur Manurkar
Technical Lead at a tech services company
Technical support is very good.
Read full review of Control-M »
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 »
Sid Roy
Vice President - Operations & Client Support
Customer Service: Currently, the service levels offered by BMC for this solution are very poor. Prior to 2012, the...
Read full review of BMC Appsight »
Alastair Majury ACSI
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
Staff CTO at a financial services firm
We use this solution in ICT offices.
Read full review of BMC TrueSight Capacity Optimization »
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 »
Amador Rivera
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 »
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 »
Jose Gisbert
ICT Manager at a logistics company
Customer Service: It's at a high level. They have solved all the issues we had (mainly configuration issues) in a...
Read full review of BMC FootPrints Service Core »
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 »
Alex Miller
Disaster Recovery Specialist at a tech services company
We have a partner for Tier I support, but I have used Tier II BMC support a few times. They were very responsive and...
Read full review of BMC FootPrints Service Core »
Chaithanya Madhyastha
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 »
Rakesh Jajper
BMC Remedy ITSM Admin/Developer at a retailer
Its 50-50, sometimes its great, and other times, not.
Read full review of BMC Helix Remedy »
Mohammed Rashid
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 »
Anonymous User
User at a government
BMC support is great. They usually can answer any of our questions in a short amount of time and solve our most...
Read full review of BladeLogic Automation Suite »
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 »
Anonymous User
Senior ITSM Consultant at Sierra-Cedar
Customer Service: Customer service is a 9 out of 10. Technical Support: Technical support is a 9 our of 10.
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 »
Sravanti Bhandaram
It Consultant at a tech services company
Excellent support from the vendor. Support technicians and developers are all available to help if there is an issue....
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 »
SrConsultant002
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 »
ServerSuppAnalyst347
Server Support Analyst at a government
Customer Service: Most responses are via email support, but the system is quite complex. Technical Support: They're...
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 »
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 »
ControlMAnalyst352
Control-M Analyst at a tech services company
Support has been very good in my experience.
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 »
Anonymous User
Presales Cloud Consultant at a tech services company
It's not so good.
Read full review of BMC Cloud Lifecycle Management »
SrITSMConsultant209
Sr. BMC Remedy ITSM Consultant at a tech services company
Customer Service: Customer service is good. Technical Support: Technical support is good.
Read full review of BMC Helix Remedy »

Review 1 of 30

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 »
John Appel
Director of IT at a software R&D company
It's stellar.
Read full review of Zendesk »
Jack Russell
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 »
John Nair
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 »
Huysamen Engelbrech
Subject Matter Expert at a tech services company
It's excellent.
Read full review of Zendesk »
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 »
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 »
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 »
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 »
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 »
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
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
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
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 »
Milan Matic
Team Lead - CSM Nordics at a marketing services firm
It is rarely needed.
Read full review of Zendesk »
CustomerOnboarding420
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
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 »
Bianda359
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 »
ITConsultant475
IT Consultant/System Adminstrator at a tech company
Customer Service: 6/10 Technical Support: 6/10
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 »
TechSupportTL579
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 »
SrSalesEng046
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
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
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
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
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 »
Lisa025
Consultant / Public Speaking / Writing
8/10
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
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 »

Review 1 of 30

Technical Support

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