Service Assurance Manager at a comms service provider with 5,001-10,000 employees
Real User
Top 20
2023-02-27T11:04:17Z
Feb 27, 2023
I give the solution a seven out of ten. The differences between BMC Helix and other ITSM solutions depend on the use case, process alignment, and organizational requirements. We have realigned the entire product to suit telecom operations, so it depends on the organization's strategy regarding ticketing solutions. I recommend the solution to others.
For the maintenance of the solution, we require one system administrator because sometimes it creates issues on the server level. One system administrator does not need to be dedicated, but then have other tasks such as the creation of groups and user for the applications, such as the ARM server. This is a good tool and I would recommend it to others. I rate BMC Helix ITSM a nine out of ten.
I was a partner of BMC in my last job function. The best support is defending the requirements of the company. This is the same advice I would give in ServiceNow. It's very important for any solution to define the requirements very well. Based on that, it's easier to implement the solution. I'd rate the solution eight out of ten. Compared with other solutions in the market, for example, Manage Engine, which has technical limitations, BMC is robust. We can do everything with BMC. We can do a lot with ServiceNow too. BMC does have complexity in the implementation, however.
BMC Helix ITSM is a comprehensive solution. The market is booming toward the Cloud and that's why most customers are targeting ServiceNow. I can't say I'm an expert in ServiceNow, but the flexibility that the semi-cloud version, BMC Remedy ITSM, has in terms of customization, is one of the best. I rate BMC Helix ITSM a nine out of ten.
We're an MSP. We resell it for BMC amongst other things. This solution is a SaaS, a Software as a Service, solution. It's probably the second-best solution out there. It's just that, as an MSP, we just need to work with a bunch of other toolsets. When that happens, then you run into more support issues and run into more integration issues. That said, I would still say it's the second-best ITSM solution out there. I'd rate the solution five out of ten.
I would recommend this solution to others. From what I've read BMC Helix ITSM has a lot of features and far more than the CA Service Desk. I haven't been part of the team to experience the other solutions but from what I've read, it's very rich in its features. I rate BMC Helix ITSM a nine out of ten.
If you are looking for purely an ITSM tool then 'BMC Helix' is a very good platform.
However, ServiceNow is slightly ahead of 'BMC Helix'. It is rated highly by Gartner and other leading resources. ServiceNow is much more flexible and offers a lot more than just ITSM.
I would BMC Helix eight out of 10 because I have been working with BMC for almost 20 years now, and it's one of my favorites. BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product. I will definitely recommend the solution to other users.
On a scale of one to 10, I would rate it a seven. Before adopting, I would recommend evaluating how well all the options are suited to your requirements.
BMC is definitely not for small businesses, especially those in Africa, Eastern Europe, and the Middle East. It's difficult to get small businesses onto BMC because of the cost. For functionality, I would give this solution an eight out of 10 but I have a serious problem with the pricing and that brings my rating down to a six.
ITSM Consultant at a media company with 10,001+ employees
Real User
2020-11-15T16:12:39Z
Nov 15, 2020
I would recommend this solution because it includes all the best practices of ITIL and ITSM used across the industry. It is a good product. I would rate BMC Helix ITSM an eight out of ten.
IT-Consultant at a computer software company with 201-500 employees
Consultant
2020-11-13T09:45:28Z
Nov 13, 2020
I would absolutely recommend BMC Helix ITSM. There are two solutions to look out for: BMC and ServiceNow. I think both solutions are great solutions but I can't say which one is better. For a smaller company, a solution like JIRA Help Desk may be better. BCM can be quite complex as there are many modules that are not easy to handle. Overall, on a scale from one to ten, I would give this solution a rating of seven. If they improved the workflow and processes, simplified the initial setup, improved the UI, and the digital workplace catalog for the end-users, then I would give this solution a rating of 10.
Sales Engineer at a tech services company with 51-200 employees
Reseller
2020-11-07T11:08:12Z
Nov 7, 2020
I would advise others to prepare and plan a lot before using the product. Define the exact workflows, themes, and end-user experience because the users sometimes don't use self-service. Customize it as little as possible. I would rate BMC Helix ITSM an eight out of ten.
Senior BMC Remedy Consultant at Mogle & Partners Limited
Consultant
2020-06-30T08:17:32Z
Jun 30, 2020
BMC Helix is a marketing term. The name changed from BMC Remedy ITSM to BMC Helix a few years ago. It's also linked to BMC's CMDB, where they have an image of all of the assets in the company. In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything. It might take some time and it may have some consequences later on when you are upgrading and you want to install a newer version, especially when you are on-premises. Other solutions may have a better BEB Cloud interface or better sales organization, but BMC is a trustworthy company and they keep their promises. Some other competitors make promises but don't always honor them. My advice to others would be the following: * Get a support contract directly with BMC. * Pick your BMC partner or reseller. * Get in-house resources and knowledge, and train your employees, or employ someone with the BMC Remedy skills. * Get external contractors to top it up with contractors and consultants from the partner. * Set up a good project team that communicates with BMC contract partners, your employees, and the contractor. I would rate this solution a ten out of ten.
Pricing on the licensing depends on how you want to position it. If you are looking for some kind of professional services form the OEM then you would have to purchase that.
One of the most popular comparisons on IT Central Station is BMC Helix vs ServiceNow.
People like you are trying to decide which one is best for their company. Can you help them out?
What is the biggest difference between BMC Helix (Remedy) and ServiceNow? Which of these two solutions would you recommend to a colleague evaluating these solutions and why?
Thanks for helping your peers make th...
Account Manager - Technical at a tech services company with 501-1,000 employees
Feb 12, 2019
BMC Helix (Remedy) is not a new product release from BMC. This is a relaunched SaaS offering from BMC under a new Package called as Helix previously known as RemedyOnDemand. Having said that, the Helix seems much more than RemedyOnDemand used to offer. With Helix, the customer has the option to choose a cloud - BMC Cloud, AWS and MS Azure. The core products are Remedy ITSM, Digital workplace (MyIT/SmartIT) mobile apps, BMC Discovery, BMC Business workflows (case management solution for LOB). The supported products are Remedy Single-Sign-On, BMC Client Management, and BMC Client Gateway. These are all available today On-Premise as well. The deployment technology is no longer the old method of installations and configurations on a VM. The new technology that BMC Helix brings is Containerisation. The Docker and Kubernetes container technologies help in provisioning the Helix Products within a day and thus you are ready to configure/customized to suit your business needs from day two itself. Further, Helix offers cognitive capabilities for your ITSM with solutions completely built on cloud - Chatbot and AI automation powered by IBM Watson. Innovation suite platform - a microservices based architecture and integrations through REST APIs. The innovation suite offers an integration studio with few in-built connectors as well like Jira, Service Cloud, etc. You can further build your own connectors using the integration controller within the innovation suite platform.
So to summarise my view - Helix offers a lot to the customer within one single package and must be given a shot as it brings a choice of cloud, container technology and cognitive capabilities for the products which are already known and popular in the ITSM world.
I give the solution a seven out of ten. The differences between BMC Helix and other ITSM solutions depend on the use case, process alignment, and organizational requirements. We have realigned the entire product to suit telecom operations, so it depends on the organization's strategy regarding ticketing solutions. I recommend the solution to others.
I rate BMC Helix ITSM a seven out of ten.
Our issues with the solution are solely related to our middleman provider. I rate the solution an eight out of ten for logging and resolving calls.
I rate this solution eight out of 10.
I rate BMC Helix ITSM an eight out of ten.
I'm a customer and end-user. I'd rate the solution seven out of ten since I would like a mobile app for support, and the reporting needs to be better.
For the maintenance of the solution, we require one system administrator because sometimes it creates issues on the server level. One system administrator does not need to be dedicated, but then have other tasks such as the creation of groups and user for the applications, such as the ARM server. This is a good tool and I would recommend it to others. I rate BMC Helix ITSM a nine out of ten.
I was a partner of BMC in my last job function. The best support is defending the requirements of the company. This is the same advice I would give in ServiceNow. It's very important for any solution to define the requirements very well. Based on that, it's easier to implement the solution. I'd rate the solution eight out of ten. Compared with other solutions in the market, for example, Manage Engine, which has technical limitations, BMC is robust. We can do everything with BMC. We can do a lot with ServiceNow too. BMC does have complexity in the implementation, however.
I would recommend BMC Helix ITSM to others. I rate BMC Helix ITSM an eight out of ten.
BMC Helix ITSM is a comprehensive solution. The market is booming toward the Cloud and that's why most customers are targeting ServiceNow. I can't say I'm an expert in ServiceNow, but the flexibility that the semi-cloud version, BMC Remedy ITSM, has in terms of customization, is one of the best. I rate BMC Helix ITSM a nine out of ten.
We're an MSP. We resell it for BMC amongst other things. This solution is a SaaS, a Software as a Service, solution. It's probably the second-best solution out there. It's just that, as an MSP, we just need to work with a bunch of other toolsets. When that happens, then you run into more support issues and run into more integration issues. That said, I would still say it's the second-best ITSM solution out there. I'd rate the solution five out of ten.
I rate BMC Helix six out of 10. BMC is changing, but they're still behind in 2022.
I would rate this solution 8 out of 10. I would recommend this solution for those who want to start using it.
I would recommend this solution to others. From what I've read BMC Helix ITSM has a lot of features and far more than the CA Service Desk. I haven't been part of the team to experience the other solutions but from what I've read, it's very rich in its features. I rate BMC Helix ITSM a nine out of ten.
I would advise others before implementing this solution to be clear on what they are trying to achieve. I rate BMC Helix ITSM a nine out of ten.
If you are looking for purely an ITSM tool then 'BMC Helix' is a very good platform.
However, ServiceNow is slightly ahead of 'BMC Helix'. It is rated highly by Gartner and other leading resources. ServiceNow is much more flexible and offers a lot more than just ITSM.
I would rate this solution a six out of ten.
I rate Helix eight out of 10.
I would BMC Helix eight out of 10 because I have been working with BMC for almost 20 years now, and it's one of my favorites. BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product. I will definitely recommend the solution to other users.
On a scale of one to 10, I would rate it a seven. Before adopting, I would recommend evaluating how well all the options are suited to your requirements.
BMC is definitely not for small businesses, especially those in Africa, Eastern Europe, and the Middle East. It's difficult to get small businesses onto BMC because of the cost. For functionality, I would give this solution an eight out of 10 but I have a serious problem with the pricing and that brings my rating down to a six.
Overall, on a scale from one to ten, I would give BMC Helix ITSM a rating of eight.
I would advise others to consider other options before choosing this solution such as ServiceNow. I rate BMC Helix ITSM a four out of ten.
I would recommend this solution because it includes all the best practices of ITIL and ITSM used across the industry. It is a good product. I would rate BMC Helix ITSM an eight out of ten.
I would absolutely recommend BMC Helix ITSM. There are two solutions to look out for: BMC and ServiceNow. I think both solutions are great solutions but I can't say which one is better. For a smaller company, a solution like JIRA Help Desk may be better. BCM can be quite complex as there are many modules that are not easy to handle. Overall, on a scale from one to ten, I would give this solution a rating of seven. If they improved the workflow and processes, simplified the initial setup, improved the UI, and the digital workplace catalog for the end-users, then I would give this solution a rating of 10.
I would advise others to prepare and plan a lot before using the product. Define the exact workflows, themes, and end-user experience because the users sometimes don't use self-service. Customize it as little as possible. I would rate BMC Helix ITSM an eight out of ten.
I recommend this solution and I would rate it an eight out of ten.
BMC Helix is a marketing term. The name changed from BMC Remedy ITSM to BMC Helix a few years ago. It's also linked to BMC's CMDB, where they have an image of all of the assets in the company. In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything. It might take some time and it may have some consequences later on when you are upgrading and you want to install a newer version, especially when you are on-premises. Other solutions may have a better BEB Cloud interface or better sales organization, but BMC is a trustworthy company and they keep their promises. Some other competitors make promises but don't always honor them. My advice to others would be the following: * Get a support contract directly with BMC. * Pick your BMC partner or reseller. * Get in-house resources and knowledge, and train your employees, or employ someone with the BMC Remedy skills. * Get external contractors to top it up with contractors and consultants from the partner. * Set up a good project team that communicates with BMC contract partners, your employees, and the contractor. I would rate this solution a ten out of ten.