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Alemba Service Manager vs BMC Helix ITSM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024
 

Categories and Ranking

Alemba Service Manager
Ranking in IT Service Management (ITSM)
27th
Average Rating
7.4
Number of Reviews
3
Ranking in other categories
No ranking in other categories
BMC Helix ITSM
Ranking in IT Service Management (ITSM)
3rd
Average Rating
8.0
Number of Reviews
76
Ranking in other categories
Help Desk Software (4th)
 

Mindshare comparison

As of November 2024, in the IT Service Management (ITSM) category, the mindshare of Alemba Service Manager is 0.8%, up from 0.7% compared to the previous year. The mindshare of BMC Helix ITSM is 13.6%, up from 12.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

MD
Feb 2, 2022
Fulfills all IT management needs, simple setup, but could be more user-friendly
Unfortunately, we were not able to implement the mobility feature so I won't be able to provide feedback on it (and it was something that has been requested since we have field workers and given the WFH case due to the pandemic). This is due to results of security tests and which we were not yet able to address in our environment. We've been also trying to integrate our current system with discovery solutions but it was not easy. I am not sure if it is due to the fact that we still have an older version of the AlembavFire product. Also, users are also requesting that the current system's UI can still be improved. For those of our users who had experienced ServiceNow, they cited that they can do RFC chats via the tool. In our group, we are using AlembavFire for recording the ticket and do other discussions/alignments via Teams chat.
RajkumarK - PeerSpot reviewer
Nov 21, 2023
The leading service management platform for delivering intelligent, user-centric experiences
We used to support VMware applications, focusing on distributed applications such as data from ETW, Snowflake, and SAP. Our role involved processing critical data systems through internal mechanics and IT processes, primarily managed by the application support group.  We employed services to…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"When we met with the Alemba vFire from Australia, it was a good discussion and they have a good feature roadmap."
"The workflow is very good, as well as customizable."
"Incident Management is the most valuable feature of the solution."
"The most valuable features are the simplicity and the in-duty features."
"It has centralized all work orders and help desk ticket tracking."
"The product's initial setup phase was easy."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"Our Change Management and Incident Management​ processes have been greatly improved."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"Technical support has been fine."
 

Cons

"We had issues with the user interface, the way it was structured wasn't that user-friendly. The chat features could improve. For example, in change management, all the chat discussions can be done via ServiceNow. We are using two separate solutions, such as Teams, to chat, and the Alemba vFire tool to process."
"The reporting needs to be improved."
"The product should improve its ability to integrate with third-party tools."
"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."
"Needs less infrastructure requirements."
"Support could be more skilled. We are wasting too much of our time debugging.​"
"They should add some of the bolt-ons into the initial setup, such as chat."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"The interface is one major complaint about this product."
"I would also love to see consistency across all consoles."
"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."
 

Pricing and Cost Advice

"Alemba vFire is more affordable than the other solutions on the market. The solution changes for the number of customers not per user or module. The price was reasonable overall. We paid for support and it was a fair price."
"The product is much cheaper than ServiceNow."
"It is costly, but it is well worth it."
"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
"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."
"If you are looking for some kind of professional services form the OEM then you would have to purchase that."
"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."
"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
"The price of BMC Helix ITSM could improve their price."
"BMC Helix ITSM is a very cost-effective solution."
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Top Industries

By visitors reading reviews
Government
22%
Computer Software Company
20%
Non Profit
9%
Manufacturing Company
7%
Computer Software Company
17%
Financial Services Firm
13%
Government
8%
Manufacturing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about Alemba vFire?
Incident Management is the most valuable feature of the solution.
What needs improvement with Alemba vFire?
The product should improve its ability to integrate with third-party tools. The service portal should be customizable.
What is your primary use case for Alemba vFire?
The product is used for incident management, change management, and request management. We can store assets like people, machines, and processes in CMDB. We can also use the solution to see the cha...
What do you like most about BMC Helix ITSM?
If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within depart...
What needs improvement with BMC Helix ITSM?
The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident m...
What is your primary use case for BMC Helix ITSM?
We majorly use the solution for user ticket management, incident management, and event management.
 

Also Known As

vFire
Remedy ITSM, Remedy, Helix Remedy
 

Learn More

 

Interactive Demo

Demo not available
 

Overview

 

Sample Customers

King's College Hospital NHS Foundation Trust Hiscox Liverpool City Council Karachaganak Petroleum Operating (KPO) PPG Barnardo's Victoria University of Wellington
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Find out what your peers are saying about Alemba Service Manager vs. BMC Helix ITSM and other solutions. Updated: October 2024.
814,763 professionals have used our research since 2012.