We performed a comparison between BMC Helix ITSM and PagerDuty based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, Freshworks and others in IT Service Management (ITSM)."The solution can scale."
"It's one of the top solutions on the market for ITSM capabilities."
"It provides a good user experience."
"Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"In general, for incident management, it's okay."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."
"The most valuable feature is the phone app that allows us to send notifications without the additional fees when sending by SMS or phone calls."
"The inbound integrations that PagerDuty provides with most of the DevOps tools are valuable."
"Alert deduplication and noise reduction for alerts are the major features that I found useful."
"The most valuable features of PagerDuty are customization, access, policies, and different rules regarding the path of escalation. Additionally, it's easy to use and create overrides. For example, if you all are on a call for one week each, but somebody wants to go on PTO, the team needs to swap shifts in PagerDuty. This is easy to do by creating overrides to switch up the set schedules. It's very user-friendly in that aspect. It works well for monitoring and alerting."
"The SMS pages and the mobile application are pretty much the top two features."
"It has scaled well for us."
"PagerDuty let us set up rosters based on our shifts. We could assign a hierarchy for how the calls should be escalated and the number of times the call will be transferred between people before it is answered. It makes it easy to access an agent via mobile phone."
"The most valuable feature of PagerDuty is its integration with other tools, such as Amazon AWS, to receive notifications or create automatic instances."
"BMC Helix ITSM should improve its price."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"The user experience could be better."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"The dashboard can be better."
"PagerDuty's webhooks need some improvement."
"PagerDuty should be integrated with other tools, so it can import the IT roster automatically. Our other rules continue to work once they're configured, but the roster must be added manually."
"PagerDuty could improve the event orchestration by enhancing features, such as easier condition setup inside the orchestration."
"I would like the UI to be more intuitive. I would like to be able to group or color-code the discoveries. When you create a system, you have a listing of all the different configurations. You can list them by teams, but some additional color coding would be helpful. I would break it down by incident controls. In other words, it should be broken down it into response teams and engineering divisions."
"I am not a direct end user of PagerDuty. It's hard to consider its shortcomings in that sense."
"PagerDuty can improve the integration with Terraform."
"This solution works best in conjunction with a proper logging system, which can be an additional cost to organizations."
"The On-Call Teams feature could be better in terms of levels of conditions related to which team or member should get the responsibility of handling a matter or incident."
BMC Helix ITSM is ranked 6th in IT Service Management (ITSM) with 23 reviews while PagerDuty is ranked 1st in IT Alerting and Incident Management with 13 reviews. BMC Helix ITSM is rated 7.4, while PagerDuty is rated 8.4. The top reviewer of BMC Helix ITSM writes "Reliable with a good front end and very robust". On the other hand, the top reviewer of PagerDuty writes "Affordable, reliable, API driven, and literally peerless among its competition". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, IBM Maximo and Ivanti Service Desk , whereas PagerDuty is most compared with Opsgenie, ServiceNow, JIRA Service Management, VictorOps and Freshservice.
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