Coming October 25: PeerSpot Awards will be announced! Learn more
2016-07-19T17:32:00Z
PeerSpot user
MIS Supervisor at a energy/utilities company with 1,001-5,000 employees
  • 39
  • 46

Which Helpdesk software is best for replacing BMC Service Desk Express?

I am looking to replace our BMC Service Desk Express software. Have you replaced BMC Service Desk Express, and what did you replace it with?

27
PeerSpot user
27 Answers
PeerSpot user
Sr.Engineer-High Touch Technical Services at Cisco
Real User
2016-10-01T17:52:03Z
01 October 16

yes, we got the BMC

PeerSpot user
Customer Success Manager at PeerSpot
Consultant
2016-09-14T14:01:00Z
14 September 16

Leon, have you made a decision about choosing a Helpdesk software? Can you share your decision with the community?

Jeevan Chaukar - PeerSpot reviewer
Principal Consultant at a computer software company with 501-1,000 employees
Consultant
2016-07-22T04:23:00Z
22 July 16

Hello,

Frankly, it is difficult to give a very straight forward answer there.
What is the version you are using? Is it still supported by BMC Software? Is BMC offering you any sort of loyalty discount to stay on this or another BMC product such as Remedy ITSM?

Are you looking into Cloud based solution or On Premise?

There are many more questions to be answered before arriving at any answer on this kind of a thing.

Each of the top ITSM products have pros and cons - none of them is a perfect fit for all situations.

Please let me know more information and I can possibly help you out with detailed suggestions.

PeerSpot user
Solution Consultant at Symphony SUMMIT
Vendor
2016-07-21T09:26:24Z
21 July 16

We are recently seeing a lot of customers changing from legacy tools like BMC, HP , etc to Next Gen and user friendly servicedesk software like Symphony SUMMIT and Service Now wnich have a lower time to value and are enterprise class.
http://www.symphonysummit.com/

PeerSpot user
Senior Manager of IT at Telefonica USA
Vendor
2016-07-20T16:13:42Z
20 July 16

SpiceWorks

PeerSpot user
IT Delivery Manager at a tech company with 51-200 employees
Consultant
2016-07-20T16:08:58Z
20 July 16

We recently migrated from BMC Remedy Service Desk to Manage Engine's Service Desk - (https://www.manageengine.com/products/service-desk/). The pricing and product capabilities were a perfect match for our company.

Gartner has identified BMC and ServiceNow as leaders in the ITSM space. (http://www.creekpointe.com/pdfs/Cherwelll%20Magic%20Quadrant%20for%20IT%20Service%20Support%20Management%20Tools.pdf)

You may want to identify your ITSM requirements and reach out to at least 3 ITSM vendors for a quote and product demo.

Find out what your peers are saying about ServiceNow, Atlassian, Freshworks and others in Help Desk Software. Updated: September 2022.
632,779 professionals have used our research since 2012.
PeerSpot user
Owner at a tech services company
Consultant
2016-07-20T12:00:37Z
20 July 16

I would honestly look into Spiceworks. It is easy to install and migration is made easy with the many integrations and plugins available.
Https://community.spiceworks.com/people/hitechusa/signup

The best thing is that it is FREE! You can install it on your own server or use SpiceWorks servers, still FREE. I keep our help desk on their servers and it's pretty fast, has a very little low downtime. The only time I have seen it down was for upgrades, during the weekend during non-peak hours for most normal businesses.

I would be happy to get you the particulars on making the switch. They have an AWESOME Community that will assist you through the whole process! I love it!

Here is a Link to check it out. I hope you like it but even if you go elsewhere, Spiceworks is there to help you with the switch -
https://community.spiceworks.com/people/hitechusa/signup

Also here are IT Central Station Reviews - https://www.itcentralstation.com/search?item_type=ProductReview&search=Spiceworks

PeerSpot user
Customer Success Manager at PeerSpot
Consultant
2016-10-26T09:49:27Z
26 October 16

Prashantmani Tripathi are you pleased with your decision? What feedback could you give to prospective users at this point?

PeerSpot user
Sr Consultant at Hewlett-Packard
Vendor
2016-08-11T13:57:56Z
11 August 16

ServiceNow is best

Jeevan Chaukar - PeerSpot reviewer
Principal Consultant at a computer software company with 501-1,000 employees
Consultant
2016-08-11T04:17:01Z
11 August 16

I have answered this before but adding more comments because I see multiple one sided views being expressed. Though I specialize in BMC, I have neutral view of it.
I had raised a question on IT Central Station that there is a lack of proper academic research about comparison of various ITSM tools.
Comments in this thread prove my point. Statements like X software is easier than Y, A has better time to value than B etc are going on but I feel that is more because respective person has an interest in particular software rather than this being fully objective comment.
BMC Service Desk Express is lighter application than standard BMC Remedy but obviously it has less in-depth functionality. Similar is the case of several "easy/light" applications - they may not have all functionality. But then, not all organizations need all functionality. Relatively smaller or mid size companies need not go for feature rich but heavy and costly options like BMC Remedy or HP or CA suites. But if you are very large enterprise and would need lot of customization, then it would be be better to stick to these complex suites.
That's why I am saying, we need to answer many questions before arriving at any final answer.

Paulo Sérgio Amaral - PeerSpot reviewer
ICT Consultant at UNDP
Consultant
2016-08-10T06:58:00Z
10 August 16

The best or good tool depends on your requirement.
OTRS is a great option for ITSM
If you want a good and low cost opensource self hosted help desk, please look this :
Helpy - A modern, open-source, mobile-first Helpdesk alternative - https://helpy.io/

PeerSpot user
Senior Director Product Marketing at CA Technologies
Real User
2016-08-08T17:12:42Z
08 August 16

At CA we provide a complete ITSM application which can be used as a replacement to BMC solutions. Information can be found at here: http://www.ca.com/us/products/ca-service-management.html?intcmp=headernav

Please note I do work for CA.

Regards,
Jeff

PeerSpot user
Sr Consultant at Hewlett-Packard
Vendor
2016-07-22T20:54:23Z
22 July 16

The Best one to replace BMC service desk is ServiceNow. Very lightweight,faster and easier look and feel.

it_user484293 - PeerSpot reviewer
Technical Writer at a tech company with 51-200 employees
Vendor
2016-07-22T16:20:21Z
22 July 16

It really depends on what your company is using the software for and what kind of functionality you aren't willing to lose. If your workflows are fairly complex and you're looking for a software that can easily adapt to you, you might want to look at Agiloft. They do on-premise or SaaS and focus on configuration capabilities, which allows them to design a system completely unique to your company's needs. However, not all companies need that much flexibility. If your workflows are mostly standard and you might want to look into Freshdesk or Zendesk.

PeerSpot user
Enterprise Account Executive at Freshdesk
Real User
2016-07-20T19:54:57Z
20 July 16

Hello,

Yes, we have replaced BMC and other similar ITSM platforms such as ServiceNow, ManageEngine, Spiceworks, ServiceDesk Plus and many others with Freshdesk's app specifically developed for IT and internal communication called Freshservice. Freshservice is a cloud based platform that include s incident, problem, change, release and asset management all in-one ticketing platform. You can also download a complete G2Crowd report on why Freshservice received a 96% user satisfaction rating at https://freshservice.com/service-desk-report-2016.

If you have any questions, feel free to contact me at toan@freshdesk.com or call (650) 437-7022.

Hope to hear from you,

Toan Dang

PeerSpot user
IT Manager at a manufacturing company with 501-1,000 employees
Real User
2016-07-20T17:31:11Z
20 July 16

At my previous employer, instead of following the enterprise standard bmc remedy, we implemented OTRS. It was a good choice. they still use it. At my current employer, I implemented again the same software.

PeerSpot user
Sr. Project Manager - Business Engineering at BlueCross BlueShield of Louisiana
Real User
2016-07-20T13:39:10Z
20 July 16

I was involved at 2 firms with replacing BMC Remedy with HP Service Manager and 1 firm with replacing CA Service Desk with ServiceNow. BMC, CA, HP, and ServiceNow all have excellent products, but my personal favorite is ServiceNow.

The cloud-based nature of ServiceNow is very attractive and it is very deep and broad in capabilities. They have something for everyone, both economically and functionally.

Reba Gaines - PeerSpot reviewer
Founder and CEO at a tech services company with 1-10 employees
Real User
2016-07-20T13:16:19Z
20 July 16

CA Service Desk Manager

PeerSpot user
Senior ServiceNow Developer en Globant at a tech services company with 5,001-10,000 employees
Consultant
2016-07-20T13:02:07Z
20 July 16

No I have not. I had replaced CA Service Desk in the past. I good option could be ServiceNow, it is one of the best ServiceDesk apps although you should consider license for this program have a certain cost.

PeerSpot user
Partner at a tech services company with 10,001+ employees
Real User
2016-07-20T12:32:08Z
20 July 16

ServiceNow for sure!!!

it_user379617 - PeerSpot reviewer
SAP GTS Functional Consultant at Accenture
Real User
2016-07-20T12:28:51Z
20 July 16

HPQC is one of the best replacement for this.

PeerSpot user
Presales Engineer at a tech services company with 51-200 employees
Reseller
2016-07-20T11:55:27Z
20 July 16

Hello,

I don't know BMC Service Desk Express in detail and didn't replace that
version of the solution. We are currently replacing Remedy (on premise) to
Freshservice (cloud) for one of our customer. In Freshservice you'll find
incident mangement, asset management and knowledge base, and a way better
interface. You can find information about the solution and pricing on the
following page: https://freshservice.com/

If you are interested I can put you in contact with the right person at
Freshservice. Please just let me know in which country you're located.

Hope this information helps. Do not hesitate to get back to me.

Best regards

PeerSpot user
End User Computing Manager at a consultancy with 501-1,000 employees
Consultant
2016-07-20T11:34:50Z
20 July 16

We used BMC Service Desk Express for something in the order of 12 years, and recently replaced it with the cloud-based HPE Service Anywhere. We looked at what BMC offered as a replacement (both on premises and cloud-based), but couldn't get clear costs, and we looked at many of the other options out there too, but ultimately settled with Service Anywhere primarily because of the user experience (for both users and agents).

Vendor
2016-07-20T11:24:04Z
20 July 16

BMC is very huge and complex.

I would suggest you Manage Engine Service Desk Plus (SDP) or Solarwinds HelpDesk. These two are web-based and very soft.

PeerSpot user
Principal Consultant at a tech services company with 501-1,000 employees
Consultant
2016-07-20T11:18:25Z
20 July 16

If it is purely for replacing a Service Desk tool I can recommend ServiceNow Express. It has all the ITIL processes on board, you can do Change management with it, has a proper CMDB and Asset management and with a additional cost you have also the opportunity to perform a Discovery scan of your complete network and fill the CMDB with it.

The best part of it is the fact that you can easily be in production with it after 5 days if you wish to start from scratch.

In case you are growing out of the functionalities of ServiceNow Express you can easly swapto the enterprise version without losing data. In fact the transition will be transparant for the users without long migration projects. It's done in a couple of hours.

PeerSpot user
Business System Analyst at a tech services company with 1,001-5,000 employees
Consultant
2016-07-20T11:10:10Z
20 July 16

I havent worked myself on BMC Service Desk Express. However, I have heard
that its almost shut down.

I would suggest you to look out for BMC Remedy or ServiceNow. They are
considered to be best ITSM tools today. Rest depends on your requirement.

Chris Childerhose - PeerSpot reviewer
Lead Infrastructure Architect at ThinkON
Real User
ExpertTop 5
2016-07-20T11:06:43Z
20 July 16

Have never used BMC before but you may want to look in to TrackIt as this is what we use. Not a huge product but pretty easy to set up and use.

Related Questions
Randy Olsen - PeerSpot reviewer
Coordinator of Information Technology at Mississippi Bend Area Education Agency
Jan 05, 2022
Hi community members, We need a lightweight ticketing system with superior communication/ticket submission options like chat/SMS/email (for ease of use by end-users). Having a KB would be ideal and we don't need a ton of depth around SLAs, billing or CRM features. As we're an EDU/K12 organization, price is a factor as well. Can you recommend a good product/solution that matches the mentioned...
2 out of 6 answers
Evgeny Belenky - PeerSpot reviewer
Director of Community at PeerSpot (formerly IT Central Station)
19 September 21
Hi @Sam M Cohen, @Ignacio Torres, @Cheryl Sobkow and @José Rios What would be your advice here?
Khaled Mostafa Gaafar - PeerSpot reviewer
ITSM & Project Management Consultant at a tech services company with 11-50 employees
19 September 21
I would recommend ManageEngine ServiceDesk Plus 
Ariel Lindenfeld - PeerSpot reviewer
Director of Content at PeerSpot (formerly IT Central Station)
Jul 21, 2021
Let the community know what you think. Share your opinions now!
2 out of 18 answers
PeerSpot user
Service Desk Supervisor at a energy/utilities company with 1,001-5,000 employees
04 December 15
Flexibility and workflow automation are the things that I look for when assessing Help Desk Software. The ability to configure automatic actions when certain conditions are met enables me to standardize a lot of what we do to communicate with both the business and with other IT Staff. Business requirements can change quickly and being able to adjust the system configuration to meet those new requirements for users, assets, and locations - without an unwieldy amount of change management and overhead - is essential. You still want to be able plan and test things before implementation in your production environment, but the flexibility to make minor changes when necessary lets me react quickly to changes in our environment and provide better customer service.
PeerSpot user
Remedy Consultant at a tech services company with 501-1,000 employees
07 December 15
First of all Help Desk software should be easy to use and user friendly. Secondly Help Desk Team should have enough resources like Templates, Scripts, Decision Tree to accurately raise Ticket with short time. Thirdly Help Desk software should have capability to be customize as per business requirement. Help desk software should have module like Incident, Change, Problem for different Type of Issues and planned activities. Help Desk software must have notification mechanism to Notify the End User and Support Team and have proper Escalation Mechanism. Help Desk software not only use for Ticket logging but Asset in the Infrastructure should also be maintained in proper application. There should be Self Service Ticket Logging Mechanism like SRM through which End customer can them self raise ticket for the issue they are facing. For any new Product version release or any New release there should be Application like Release management which can manage the Release of the Product. There must be proper approval mechanism for the scheduled activity. There should be proper knowledge base which can be used to resolve the issue by looking the solution from the knowledge base. All these features are currently available in BMC Remedy. Along with the above feature now user can raise ticket on the go. New mobile application is launched MyIT and SmartIT though which End user can raise a ticket, followup the ticket, get solution and support user can work on the ticket.
Related Categories
Download Free Report
Download our free Help Desk Software Report and find out what your peers are saying about ServiceNow, Atlassian, Freshworks, and more! Updated: September 2022.
DOWNLOAD NOW
632,779 professionals have used our research since 2012.