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)."The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"I like the single sign-on and that administrators can customize."
"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"The solution can scale."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"The most important feature, from our perspective, is the integration with our ticketing system. That eliminates wasted motion and time in drafting and sending and finding the right distribution list."
"The system has a lot of great features and they keep adding to it."
"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."
"I personally love VCC because I just think there needs to be more data to support it so we can be more proactive and easily assess the impact. So, I appreciate the visual aspect, but it has to have the data to support it. It has proved very useful, particularly because we have a GSOC that's not technically 24/7. We do have an 800 number that people call 24/7. If something happens, they can easily send Everbridge a notification to activate the team off hours. It is useful in that respect too. We use it in conjunction with teams, but off-hours and for additional people outside of the core team, we use Everbridge, which is useful."
"Our performance showed us that, for major incidents, we spent over 40 minutes just making manual call-outs. That is why we implement the tool in the first place and that time has been cut down to two or three minutes."
"The rules option has been helpful, as we can adjust the conditions in the template."
"It's very customizable. For instance, if you're going on vacation this week, you go to your calendar and say, "I'm off this week, make the secondary the primary." And that's done on-the-fly. It's very responsive. It's very user-friendly."
"The most valuable feature is automated escalation, as it eliminates a manual process which is prone to errors."
"The amount of software issues are still too big, even considering the complexity of the tool."
"The dashboard can be better."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"Some parts of the solutions are using the old interface."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"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."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency."
"The company would like to have super detailed analytics, as we integrate this with our security software."
"Lacks ability to customize messages."
"They still have a limitation due to their partner, I believe it's Twilio, where, if you're on an incident call, there is a four-hour time limit. We often have calls that go over four hours in length so people have to drop and rejoin to reset their four-hour timer. It's a minor inconvenience, but it's not ideal."
"One thing that could be improved would be to enable the mobile app to more easily display published calendars via the Member Portal. Currently, it is quite difficult."
"The feature that xMatters has that Everbridge doesn't have, or has in a limited way, is a method of funneling some alerts, as an FYI, to other stakeholders who are not necessarily prime actors in an incident."
"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."
"An incident management feature would be nice because, as it stands now, you select different items when you're filling out a form to launch a notification. If those were more conditional it would help. Right now it just puts out whatever you put into the form, whereas, if you could specify a "yes" or "no" and it would input a different verbiage, that would be nice to have, instead of having to spell out all the verbiage."
"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."
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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