BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations.
The following is a quick overview of editions offered by other software in similar categories
Vision Helpdesk, which started in 2005 as a simple help desk software has evolved into three customer service and IT support management tools. Help Desk Software - A multi-channel help desk software that allows users to manage customer communication across various channels like email, web portals,…
Expensive compared to other alternatives. We use the on-premise version of the product … which usually have these needs, such as standards and processes. Given its cost and requirements (especially for on-prem), it would not be suitable for smaller
the tool we need and is able to be customised to meet new requirements. Cost to change in training and integrations would be considerable.
feel Remedy would be a suitable ticketing system for a small company. The cost and the myriad of features could easily be overwhelming to a novice user
It can be quite expensive so a consultant should be hired to analyze what additional modules are … helpful for large volume tickets and gives more in return and justify its cost Smaller accounts should consider the options carefully before choosing BMC
Price and review. Our company is in cost cutting … Price Prior Experience with the Product Positive Sales Experience with the Vendor Third-party Reviews Price
The analytics can be improved to include forecasts and trend analysis. Expensive compared to competitors. … excellent integration with Microsoft enterprise solutions and has is less expensive and not efficient. The IBM solution has better analytics but lacks the
reasons. The on-premise solution in on of the best on the market. It's an expensive solution though for small and medium companies. … floating license that let the organization share license pools, thus reducing cost.
Overall ROI was minimal and once the product was out of date we found more value in other tools … Desk (previously LANDESK) due to the features, ease of customization and price.
taken as long or longer as far as time is concerned. Up front cost is a little more expensive, but maintenance costs are less. Plus it depends on the how … want to use the Asset/CMDB as a placeholder for Assets, sort of like an expensive Excel document. BMC allows this.
Capability of being adapted Price Usability … acll center Positive: les time lost in incident tracking Negative: Ownership cost … buy additional components such as EazyBI. Sap Solution Manager is very expensive and focused on SAP developers, I don't think it's a good…
Owner / other relationship values for hardware Great integration into the CMDB, Discovery, and other CI tools … see a better ROI than what we are at now. On the plus side: module did not cost extra to stand up out of the ROD 9 suite. Asset module provides easier insight
updated with some new features, but overall it is stable and is reliable. The cost was much less than several other software packages.
BMC allowed us to fund other work. The upgrade process was complex and expensive. … partner. ServiceNow has the advantage of being a PaaS which relieves the cost and complexity of upgrading.
Price Product Features Product Usability Product Reputation Prior Experience with
well as single tool to create workflows. It also reduced the operational cost of other applications by automating certain processes.
a faster, more automated journey for customers and radically reducing the cost base … contract transformation - identifying opportunities to improve our quality and cost of service Customer Experience -Ability to manage customer in integrated
we were able to consolidate a number of other products and tools to reduce cost Minimal IT staff required to maintain BMC Remedy Easily customize workflows
tool, but because of the price. Our region is very price sensitive and BMC should reconsider its pricing policy for this region. Unfortunately that means … means that just a very limited (small) number of companies can afford it here. It also requires some 2-3 servers per environment, so again this goes in favour … selection process: Gartner Magic Quadran…
Price Product Usability Product Reputation Analyst Reports
Licensing - When BMC changed pricing for BMC Remedy ITSM (in the blue model shift back in 2008), they became the least expensive ERP4IT style suite. Scalability … For an additional fee, detailed review can be found in State of the ITSM Market at: http://www.itsmuniversity.netNorthcraft Analytics is a provider of &hel…
