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BMC Helix ITSM vs Motadata ServiceOps comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

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)
Motadata ServiceOps
Ranking in IT Service Management (ITSM)
37th
Average Rating
6.0
Number of Reviews
1
Ranking in other categories
Patch Management (35th)
 

Mindshare comparison

As of November 2024, in the IT Service Management (ITSM) category, the mindshare of BMC Helix ITSM is 13.6%, up from 12.4% compared to the previous year. The mindshare of Motadata ServiceOps is 0.4%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

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…
KA
Aug 10, 2021
Responsive technical support and an easy initial setup but needs better asset management
We found the initial setup to be surprisingly straightforward. It's not overly complex and difficult, and the ease of setup is a great selling point. We started to do it on our own as it was so straightforward. There is a beginner's guide on their website which you can use. It's a very good toolbox and very useful. Basically, all you need to do is start up your virtual machine inside or outside, put in some passwords, and run one or two commands as directed and it's up and ready to go. The only thing that may take a while is the configuration process. Otherwise, the deployment is relatively fast. In about two weeks it's completely done. We have two or three people involved in the maintenance aspect of the product

Quotes from Members

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

Pros

"The solution has good capabilities for analytics."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"We have seen year over year customer satisfaction improvement for the last five years."
"The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information."
"Improved our organization with better customer experience and reporting abilities."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"The documentation for beginners is easily available online and very useful."
 

Cons

"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"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."
"There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency."
"Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"The search feature and the dashboard could both be improved."
"The interface isn't that great."
"The user experience could be better."
"We have noticed that sometimes we have a delay in action on technical support issues due to time differences."
 

Pricing and Cost Advice

"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
"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."
"While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper."
"The price of BMC Helix ITSM could improve their price."
"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."
"The solution's pricing should come down."
"It is too expensive for a small business."
"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
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Top Industries

By visitors reading reviews
Computer Software Company
17%
Financial Services Firm
13%
Government
8%
Manufacturing Company
8%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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.
Ask a question
Earn 20 points
 

Also Known As

Remedy ITSM, Remedy, Helix Remedy
Motadata IT Service Management, Motadata ITSM
 

Learn More

 

Overview

 

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Satcom Infotech
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM). Updated: October 2024.
814,763 professionals have used our research since 2012.