Senior BMC Remedy Consultant at Mogle & Partners Limited
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.
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?
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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.
The price of BMC Helix ITSM is expensive.
We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price. I rate the price of BMC Helix ITSM a six out of ten.
The price is very high. It's an expensive product. I pay for the solution yearly.
The price of BMC Helix ITSM could improve their price.
The cost is high and going up. Part of the reason why we're changing products is that the pricing actually went up recently by a lot.
The pricing depends on the contract. If you ask three different people, you get very three different answers, but I don't deal with it. The people in charge of procurement handle that.
It's a yearly subscription but there are a couple of customers who go for the monthly subscription.
There are licenses to use this solution.
We paid a service fee for implementation, and there's an ongoing monthly fee for the Helix, license based on the current number of named users.
The license that we provide to our customers is yearly. We don't offer a monthly license because we only sign yearly contracts with our customers. So you would need to get the customer's side of the story to answer whether Helix ITSM's price is fair because ServiceNow is currently capturing the ITSM market. 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. When we do demonstrations, BMC uses the premium version, but customers can't afford the license for the advanced version. So they're missing some of the features they want, especially the ability to change the banners.
The license is yearly.
I like the tools BMC offers but it's very expensive. The pricing model needs to be revisited.
I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually.
It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more.
It is too expensive for a small business.
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.