BMC Helix ITSM vs PagerDuty comparison

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Executive Summary

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).
To learn more, read our detailed IT Service Management (ITSM) Report (Updated: April 2023).
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Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
"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."

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"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."

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"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."

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"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."

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Pricing and Cost Advice
  • "BMC is a little bit cheaper than ServiceNow, but BMC doesn't have the same capabilities in its entry-level product at the moment. The basic version does not have the DWP features that most of our customers are requesting."
  • "There are licenses to use this solution."
  • "It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
  • "The price of BMC Helix ITSM could improve their price."
  • "We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."
  • "The price of BMC Helix ITSM is expensive."
  • More BMC Helix ITSM Pricing and Cost Advice →

  • "They're very good in pricing compared to the competitors in the area. I would rate them a five out of five in terms of pricing."
  • "The solution is paid on a monthly basis and represents about 1% of the platform's budget."
  • "There is a license needed to use PagerDuty."
  • "PagerDuty has monthly and yearly licenses available, the costs of which can get quite high if you have a large number of users."
  • "The pricing may be about $1,000 per user."
  • "The cost is based on the package you select."
  • More PagerDuty Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:There are several differences between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
    Top Answer: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. That is why we have come up with other… more »
    Top Answer: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.
    Top Answer:The product can be improved by including out-of-the-box integration with other standard tools used in our fields such as Confluence and Jira.
    Average Words per Review
    Average Words per Review
    Also Known As
    Remedy ITSM, Remedy, Helix Remedy
    Learn More

    BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.

    BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.

    Key Features

    Some of BMC Helix ITSM’s key features include:

    • Solves service issues in a way that makes you more efficient. BMC Helix ITSM employs advanced analytic software that searches for areas where your organization can drive efficiencies to provide the best possible service.
    • Groups issues that recur in a way that streamlines both analysis and incident management. It uses artificial intelligence to identify and solve groups of incidents in real time. The AI automates these processes, which can prove both tedious and time-consuming.
    • Securely and seamlessly provides services across multi-cloud environments with “a single pane of glass” interface. This allows you to be highly flexible. You can configure your services in a number of different ways without having to worry that your multi-cloud environment won’t be able to support your service management.
    • The ability to view all of your management data in a way that provides you with clear insights into your system’s management. BMC Helix ITSM enables you to create custom reports and dashboards. This makes it possible for you to see any and all significant trends in your operations and services data.

    Reviews from Real Users

    BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.

    A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”

    Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. 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.”

    PagerDuty is an IT alerting and incident management tool that helps your organization elevate its digital operations and resolve incidents quickly across apps, servers, and websites. The solution enables you to automate tasks across teams and build more reliable services. It also allows you to orchestrate and accelerate responses across your digital infrastructure. PagerDuty is suitable for small, medium, and large-sized enterprises.

    PagerDuty Features

    PagerDuty has many valuable key features. Some of the most useful ones include:

    • 650+ integrations
    • Alerting
    • Native apps with push notifications
    • On-call duty scheduling
    • Automatic escalation of alerts
    • Reliable, distributed architecture
    • Incident reporting
    • Real-time monitoring
    • Network analysis
    • Issue tracking
    • Access controls/permissions
    • Service Level Agreement (SLA) management

    PagerDuty Benefits

    There are many benefits to implementing PagerDuty. Some of the biggest advantages the solution offers include:

    • Ideal for developers: With the PagerDuty solution, developers can spend more time focused on code. The solution’s powerful automation and noise reduction capabilities minimize interruptions and mobilize the right team in seconds.
    • Security incident response: Because of its integration ecosystem, PagerDuty enables you to respond to threats faster, tighten up security vulnerabilities, and get better cross-team visibility.
    • Critical event management: The solution makes it possible for your organization to get your crisis management team up and running quickly, keep all your business leaders and stakeholders informed in critical moments, and limit any disruptions that could impact your reputation or core business.
    • Service ownership: PagerDuty’s service ownership allows you to give everyone more autonomy, boost accountability, and minimize the impact of issues by quickly pulling in the right responder every time.
    • CollabOps: With this solution, you can integrate with chat and video tools like Slack, Zoom, and Microsoft Teams. Doing so makes it easier to contain incidents quickly, avoid manual errors, and streamline work across DevOps, CSOps, BizOps, and ITOps organizations.

    Reviews from Real Users

    Below are some reviews and helpful feedback written by PeerSpot users currently using the PagerDuty solution.

    Brandon J., Director of engineering at a wellness & fitness company, says, "The SMS pages and the mobile application are pretty much the top two features."

    PeerSpot reviewer Pramodh M., DevSecOps Consultant at a tech services company, comments, “The inbound integrations that PagerDuty provides with most of the DevOps tools are valuable. There is a flexible and easy way of integrating with monitoring tools. It allows us to configure the integration with APIs and plugins as well.”

    Syed Mohammad A., Vice President - Operations and Client Services at a financial services firm, mentions, "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."

    A Principal Architect at an energy/utilities company states, “The most important feature that is used is call scheduling. We are also able to actually call IT folks in the case of an emergency.”

    Learn more about BMC Helix ITSM
    Learn more about PagerDuty
    Sample Customers
    Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
    40% of the Fortune 100 TrustPagerDuty. Customers include: Slack, Intuit, Zendesk, Panasonic, Pinterest, Airbnb, eHarmony, McKesson, Comcast
    Top Industries
    Computer Software Company25%
    Manufacturing Company15%
    Financial Services Firm13%
    Comms Service Provider13%
    Computer Software Company18%
    Financial Services Firm11%
    Manufacturing Company6%
    Financial Services Firm33%
    Comms Service Provider14%
    Printing Company10%
    Computer Software Company10%
    Computer Software Company19%
    Financial Services Firm14%
    Company Size
    Small Business21%
    Midsize Enterprise18%
    Large Enterprise62%
    Small Business18%
    Midsize Enterprise13%
    Large Enterprise70%
    Small Business30%
    Midsize Enterprise22%
    Large Enterprise49%
    Small Business19%
    Midsize Enterprise13%
    Large Enterprise68%
    Buyer's Guide
    IT Service Management (ITSM)
    April 2023
    Find out what your peers are saying about ServiceNow, Atlassian, Freshworks and others in IT Service Management (ITSM). Updated: April 2023.
    708,243 professionals have used our research since 2012.

    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.

    We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.