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BMC Helix ITSM vs Motadata ServiceOps comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

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

Categories and Ranking

BMC Helix ITSM
Ranking in IT Service Management (ITSM)
4th
Average Rating
8.0
Reviews Sentiment
6.7
Number of Reviews
78
Ranking in other categories
Help Desk Software (4th)
Motadata ServiceOps
Ranking in IT Service Management (ITSM)
34th
Average Rating
6.0
Number of Reviews
1
Ranking in other categories
Patch Management (37th)
 

Mindshare comparison

As of April 2025, in the IT Service Management (ITSM) category, the mindshare of BMC Helix ITSM is 11.4%, down from 13.3% compared to the previous year. The mindshare of Motadata ServiceOps is 0.5%, up from 0.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Fairoz Gadad - PeerSpot reviewer
Development team is quick to address bugs or shortcomings in their product
BMC's technical support team needs to improve. Right now, the problem over here is we are not getting the exact answers on time. Their engineers are mainly based in the US or Israel, and we get comprehensive dedicated support. Some of the Indian customer service representatives are also outstanding. Unfortunately, in the past six months or seven months, I've been getting brand-new engineers. Either they're not entirely aware of most cases, or they don't know how to troubleshoot further. So for any product to be stable and work correctly, BMC must ensure that customer service is excellent. Even though if your product is a hundred percent, we'll have problems marketing it to our customers.
reviewer1634292 - PeerSpot reviewer
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 standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"Initial, out-the-box setup was easy with no problems."
"With service requests, we have been able to give visibility to the business users."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"Improved our organization with better customer experience and reporting abilities."
"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 departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"The documentation for beginners is easily available online and very useful."
 

Cons

"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"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."
"The search feature and the dashboard could both be improved."
"We have noticed that sometimes we have a delay in action on technical support issues due to time differences."
 

Pricing and Cost Advice

"The cost is relatively high, especially for the BMC Controller application. However, the expense is justified by the standard and reliable features it offers. This product's reputation in the market is strong, providing assurance in terms of data and other considerations."
"It is too expensive for a small business."
"I rate the product price an eight on a scale of one to ten, where one is cheap, and ten is expensive. The solution is expensive."
"The price of BMC Helix ITSM could improve their price."
"Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
"There are licenses to use this solution."
"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."
"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."
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Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
15%
Government
9%
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?
In User Group sessions held by BMC in India, I mentioned the challenges with vast documentation, making it difficult to find the right information quickly. The recent move to a new platform is bene...
What is your primary use case for BMC Helix ITSM?
I am currently working as a BMC Remedy developer. I have been working for over ten years on the BMC platform. My company uses BMC Helix ITSM for IT service management processes.
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Also Known As

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

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, ManageEngine and others in IT Service Management (ITSM). Updated: April 2025.
849,190 professionals have used our research since 2012.