We performed a comparison between BMC Helix ITSM and PagerDuty Operations Cloud 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 solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"Helix is stable."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"Improved our organization with better customer experience and reporting abilities."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"It has scaled well for us."
"PagerDuty's notification process is the most valuable feature."
"The initial setup is straightforward."
"PagerDuty is very stable and very reliable."
"Notification is the most valuable feature."
"It reduces the amount of white noise. If something comes through, then it will alert somebody. However, if it's a bit of white noise that comes through at night, then it gets dealt with the next day. Everything is visible to everybody. It's not just a single person getting an SMS, then going, "Oh, I'm not going to worry about that." The visibility to everybody on the team is one of the great things about it because it reduces the white noise."
"The alerts are immediate in this solution, which allows us to respond to errors quickly."
"The inbound integrations that PagerDuty provides with most of the DevOps tools are valuable."
"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."
"In the next release, I would like to see AI used for classification or categorization."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"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."
"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."
"It needs to be more comfortable for the end-user."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"I am not a direct end user of PagerDuty. It's hard to consider its shortcomings in that sense."
"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."
"The solution's analytics are okay. I don't think the features, at this point, give you a lot of insights. We have actually been trying to get insights from it but it hasn't really given us a lot of extra points to explore. We were looking at the number of alerts to see where many of the alerts were coming from. We never managed to get many insights on this."
"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."
"It’s quite hard to reach the support team."
"PagerDuty's webhooks need some improvement."
"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."
"The biggest area for improvement with PagerDuty is noise suppression. There have been a handful of incidents through our use of PagerDuty over the years where one incident may lead to 30 to 50 pages because you're monitoring all these different things, and each thing is an individual page. There should be the ability to set up paging tiers and group correlations between some of the different pages. That is something that would be really valuable. We should be able to say this one page may have a group or a tree of effective other pages that may tier off of it. So, if you see those pages independently, go ahead and alarm, but if you see this plus that, don't do that."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while PagerDuty Operations Cloud is ranked 1st in IT Alerting and Incident Management with 35 reviews. BMC Helix ITSM is rated 8.0, while PagerDuty Operations Cloud 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 PagerDuty Operations Cloud writes "Effectively generates alerts for incidents, making it suitable for 24/7 monitoring of infrastructure". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Zendesk, whereas PagerDuty Operations Cloud is most compared with Opsgenie, ServiceNow, JIRA Service Management, Splunk On-Call and ManageEngine ServiceDesk Plus.
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