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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 most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"
"The solution can perform well for large-sized companies."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"We have seen year over year customer satisfaction improvement for the last five years."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"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."
"The product's initial setup phase was easy."
"The documentation for beginners is easily available online and very useful."
 

Cons

"Needs less infrastructure requirements."
"The user experience could be better."
"BMC Helix ITSM should have an easy-to-use user interface."
"The interface is somewhat dated as compared to technologies in use today."
"The Approval Central system needs to be refreshed."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."
"We have noticed that sometimes we have a delay in action on technical support issues due to time differences."
 

Pricing and Cost Advice

"The solution's pricing should come down."
"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."
"BMC Helix ITSM is a very cost-effective solution."
"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."
"There are licenses to use this solution."
"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."
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Top Industries

By visitors reading reviews
Computer Software Company
18%
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?
BMC Helix ITSM is difficult for us to customize, and most customizations require vendor support, which leads to extra costs. The interface should be more user-friendly, and the customization should...
What is your primary use case for BMC Helix ITSM?
We are currently using BMC Helix ITSM in our organization. We are in the process of implementing new modules like CMDB and discovery.
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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: March 2025.
844,944 professionals have used our research since 2012.