BMC Helix ITSM vs xMatters IT Management comparison

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Executive Summary

We performed a comparison between BMC Helix ITSM and xMatters IT Management based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atera, Atlassian and others in IT Service Management (ITSM).
To learn more, read our detailed IT Service Management (ITSM) Report (Updated: November 2022).
655,465 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The most valuable features I have found to be the activity logs and 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 Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients.""The most valuable features are the simplicity and the in-duty features.""The most valuable features of BMC Helix ITSM are the ease to use and integration.""BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product.""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 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.""BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."

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"The Flow Designer is quite valuable, as you can set up integrations and flows without necessarily needing to know about code.""It reduces the amount of oversight required, and consequently, the amount of time to assign and get a response on a ticket.""Workflows and messaging are most valuable. Workflows are very useful. They are important for consolidating information or stopping duplication from happening. We put all the information into xMatters and then the workflow will push the same information in the correct format directly through to other applications that our end users frequently use, such as Slack, email, and Workplace.""For our major incident management, it has expanded what we can do in terms of the format of the communication. People can subscribe, and they can receive delivery on multiple platforms, whether it's a voice message, email, or mobile app message. It enables us to deliver the right communication to the right people in the format they want.""We haven't evaluated any product recently, but from what I can tell, looking around online, what xMatters has that others don't have are the custom forms. That's the big differentiator at the moment because that's something that we heavily use.""The automated callouts, without a doubt, are most valuable. They have been a huge gain for our company. Previous to xMatters, there was no real management of the on-call resources or rotas. So, having that centralized and automated has been a huge gain.""The automatic logging that's built into xMatters, especially the timeline of events, is very helpful because we can figure out why a particular person got a call... Having that level of detail built-in makes it really easy for me or the managers to prove that's what happened, and we can self-serve that information. It gives people the autonomy to know why they got a call.""The most valuable feature is getting alerts out to my user base. xMatters is the only solution that I know that has robust scheduling, calendaring for groups, and that provides very good delineation of who gets alerted and on which devices they receive their alerts."

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Cons
"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is.""The reports need improvement, it is not a good functioning tool.""BMC Helix ITSM should improve its price.""It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues.""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.""I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself.""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.""They should add some of the bolt-ons into the initial setup, such as chat."

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"I've asked for the ability to have tags on groups, and for dynamic lists, meaning the ability to pull data from another location and use it in xMatters dynamically. Right now, for example, if I have a form and want to populate a list, it's a manual process. I have to copy and paste the list items.""When you are not using the conference bridge from xMatters and you are using an external one, it is a little bit hard to get the person whom xMatters calls to jump directly to the external bridge. They need to hang up the phone and then get to the email to get the URL so that they can jump on the bridge. There is no direct connection from xMatters to that external bridge, but I understand that part of the business.""The only thing that has caught us out a little bit is that on certain screens, you don't have the same admin options. There should be more consistency with the admin options because not all screens provide you with the same options. As an administrator, it feels like they should always be there. For example, on some screens, there is an Export button that provides fantastic, detail-rich exports, which obviously are very handy because then you can, as an administrator, do your administration, and extract what has been done to share with or prove to others. However, the Export button is not always present, and on the screens where it isn't, you miss it. You're like, "Oh, where's the Export button?", which can be quite problematic. There should be more consistency in the UI in terms of available options for anything that is referenced data or configurable. If you can put it in, there should be a way to run an export function to essentially pull it out. That's the only improvement that I can really think of.""An additional knowledge-sharing program could be helpful and part of the demo workshops (right now, these only provide partial information).""As an agent, as someone who is on call, I can mark an absence time and I can optionally put somebody in my place, but once you've done that, you can't edit it. You have to delete it and create a new absence, which is annoying, but it's not a massive issue. It's a minor annoyance. That's probably about the only thing I can come up with because I absolutely love the product. It's met our needs so well.""In terms of restoration, if you delete something, or you have multiple users that have the ability to delete a group, a user profile, or a workflow, the ability to restore it within the GUI is not available. There are a whole bunch of programs that are required to allow for that to happen. A button to go back to a good point in time would be really nice. A lot of other tools have a better backup and restoration solution, but xMatters is a little bit short on that. They have about 95% solution available, but the other 5% requires manual effort. We would like to be able to just push a button and say, "I want to restore this piece back to this date," but we can't do that with the tool right now.""The user interface could be more intuitive. Once you know what you're doing, you're fine. However, if you don't know where to start then it can be a bit difficult to figure out how to make it work and how it will function together with different tools in the Flow Designer.""The data validation and verification need to be enhanced so that when data is changed, it reviews it in an automated manner and catches all of the anomalies."

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Pricing and Cost Advice
  • "I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
  • "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."
  • More BMC Helix ITSM Pricing and Cost Advice →

  • "This is a subscription-based, SaaS solution."
  • "We're currently per license. We're paying around $44,000 per year for 80 full users and 300 standard users. For a new implementation, we also need to pay for an expert."
  • "The pricing and licensing are okay. I wish that the user licenses were cheaper but the stakeholder licenses are at a reasonable cost."
  • "The pricing is tiered so we took that into account. If we were to license 10 or 20 people, that would be a certain price. And if we were to license 50 or 100, there would be a little bit of discounting. But the per-user license was right in line with what we were expecting."
  • "The pricing is too high... we procured 150 licenses and we have almost 1,500 users in IT. We had to come up with a few ideas for determining which users get a license and which users don't need one. Due to the limitation of the number of licenses, we were unable to integrate the user profiles with Active Directory."
  • "Cost is probably my biggest concern. I know the solution was recently acquired by Everbridge, and Everbridge was one of the competitors that was included in our RFP five years ago. Everbridge's costs were astronomical compared to where every other solution was, not just xMatters."
  • "I am not really privy to how much my client is paying for this service. They just tell me the number of licenses that they have. Every time that I say, "I need extra licenses to make sure that all Level 1 and 2s have their own xMatters account," they keep telling me that it is too expensive. If the only purpose is to call people, it doesn't justify the cost of paying more than the number of licenses that they already have."
  • "It feels like good value in the sense that the service is excellent. The people above me who look at such things have renewed it a couple of times, and I think they would have thought whether it was good value, whether it was wildly overpriced, or whether there were better and cheaper alternatives. So, from that perspective, the pricing is fair and proper."
  • More xMatters IT Management 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:The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the… more »
    Top Answer:In the back office, for the expertise technicians, it's more complex to manage the layout. The back office for the expertise needs work. It's too specialized for technicians. Sorry, they need to… more »
    Top Answer:For our major incident management, it has expanded what we can do in terms of the format of the communication. People can subscribe, and they can receive delivery on multiple platforms, whether it's a… more »
    Top Answer:I'm not really involved with the cost standpoint. I've only heard rumors of how much it costs. It seems to be on the higher end from a cost standpoint.
    Top Answer:A lot of the issues that we've had have already been addressed. However, they could be clearer with the actual throughput and the costs. The throughput that we signed up for was a lot lower than what… more »
    Ranking
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    8,374
    Comparisons
    5,123
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    17
    Average Words per Review
    463
    Rating
    7.4
    Views
    2,215
    Comparisons
    960
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    22
    Average Words per Review
    1,807
    Rating
    8.8
    Comparisons
    Also Known As
    Remedy ITSM, Remedy, Helix Remedy
    xMatters
    Learn More
    Overview

    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.”

    xMatters, an Everbridge company, is a service reliability platform that helps DevOps, SREs, and operations teams rapidly deliver products at scale by automating workflows and ensuring infrastructure and applications are always working. The xMatters code-free workflow builder, adaptive approach to incident management, and real-time performance analytics all support a single goal: deliver customer happiness.

    To learn more, request a demo.

    • Reliable services, rapid innovation: Automate operations workflows, ensure applications are always working, and deliver remarkable products at scale with the xMatters service reliability platform.
    • Automate on the xMatters service reliability platform: Move faster with confidence. Our no-code and low-code integrations let you build flexible workflows to address issues proactively—even during deployments.
    • Frictionless on-call: Manage on-call seamlessly. Automatically escalate to the right people, schedule with ease, and act on detailed alerts from anywhere.
    • Adaptive Incident Management: Stay resilient in any scenario with our adaptive approach to incident management. Automate resolution, protect customers from disruptions, and learn from each event.
    • Signal Intelligence: Put situations in context and cut through the noise of multiple monitoring tools with filtering and suppression, alert correlation, enriched notifications, and routing based on role or function.
    • Actionable Analytics: Get quick insights into key metrics to understand inefficiencies, boosting collaboration and productivity across engineering and operations teams.

    Offer
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    Sample Customers
    Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
    Over 2.7 million users trust xMatters daily at successful startups and global giants including athenahealth, BMC Software, Box, Credit Suisse, Danske Bank, Experian, NVIDIA, ViaSat and Vodafone. xMatters is headquartered in San Ramon, California and has offices worldwide.  Visit our website to see how business like yours found solutions with xMatters.
    Top Industries
    REVIEWERS
    Computer Software Company26%
    Financial Services Firm15%
    Manufacturing Company15%
    Comms Service Provider12%
    VISITORS READING REVIEWS
    Computer Software Company23%
    Government11%
    Financial Services Firm10%
    Comms Service Provider8%
    REVIEWERS
    Computer Software Company15%
    Financial Services Firm12%
    Comms Service Provider12%
    Energy/Utilities Company12%
    VISITORS READING REVIEWS
    Computer Software Company19%
    Financial Services Firm17%
    Manufacturing Company7%
    Government7%
    Company Size
    REVIEWERS
    Small Business23%
    Midsize Enterprise18%
    Large Enterprise59%
    VISITORS READING REVIEWS
    Small Business16%
    Midsize Enterprise14%
    Large Enterprise70%
    REVIEWERS
    Small Business13%
    Midsize Enterprise7%
    Large Enterprise80%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise14%
    Large Enterprise69%
    Buyer's Guide
    IT Service Management (ITSM)
    November 2022
    Find out what your peers are saying about ServiceNow, Atera, Atlassian and others in IT Service Management (ITSM). Updated: November 2022.
    655,465 professionals have used our research since 2012.

    BMC Helix ITSM is ranked 6th in IT Service Management (ITSM) with 17 reviews while xMatters IT Management is ranked 2nd in IT Alerting and Incident Management with 22 reviews. BMC Helix ITSM is rated 7.4, while xMatters IT Management is rated 8.8. The top reviewer of BMC Helix ITSM writes "Lacking report functionality, complex to operate, but useful interactive activity logs". On the other hand, the top reviewer of xMatters IT Management writes "Gave us the ability to validate whether messages were going out". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, IBM Maximo and Zendesk Guide, whereas xMatters IT Management is most compared with PagerDuty, ServiceNow, Opsgenie and Everbridge IT Alerting.

    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.