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BMC Helix ITSM vs PagerDuty Operations Cloud 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:
 

Customer Service

Sentiment score
5.2
BMC Helix ITSM's customer service is inconsistent, with variability in responsiveness and expertise, especially based on support tier.
Sentiment score
6.3
PagerDuty Operations Cloud is highly rated for responsive, effective customer support, with most issues resolved swiftly under 24 hours.
 

Room For Improvement

Sentiment score
4.3
BMC Helix ITSM needs UI improvements, better customization, and integration, with enhanced support, performance, and Agile functionality.
Sentiment score
5.5
PagerDuty users seek better time zone handling, UI intuitiveness, integration, automation, and efficient incident management with enhanced analytics.
It would be useful to have a way to define all configurations in code that is similar to how Terraform operates.
 

Scalability Issues

Sentiment score
7.8
BMC Helix ITSM is highly scalable, supports enterprise growth, but needs significant infrastructure, and sometimes faces memory management issues.
Sentiment score
8.7
PagerDuty Operations Cloud excels in scalability, integration, and management, though licensing costs may pose scaling challenges for enterprises.
The product was highly scalable, with no limits on the number of applications or event routing rules.
 

Setup Cost

No sentiment score available
BMC Helix ITSM offers high ROI despite complex licensing; large enterprises benefit from bulk discounts and tailored services.
No sentiment score available
PagerDuty Operations Cloud offers flexible pricing, but costs can be high; users find it competitive and valuable.
 

Stability Issues

Sentiment score
7.2
BMC Helix ITSM is stable and reliable but may face issues with updates, custom setups, or specific configurations.
Sentiment score
8.0
PagerDuty Operations Cloud is praised for stability and reliability, with quick resolutions for rare notification delays and effective support.
 

Valuable Features

Sentiment score
8.0
BMC Helix ITSM offers customizable ITIL features with seamless integrations, automation, mobile access, and adaptability for diverse business needs.
Sentiment score
8.9
PagerDuty Operations Cloud provides seamless incident management with integrations, automation, and user-friendly features, enhancing alert routing and communication.
It integrates with multiple applications and is highly customizable, with policies, escalation procedures, and an event routing tool that ensures contacting the right person.
 

Categories and Ranking

BMC Helix ITSM
Average Rating
8.0
Reviews Sentiment
6.7
Number of Reviews
76
Ranking in other categories
Help Desk Software (4th), IT Service Management (ITSM) (3rd)
PagerDuty Operations Cloud
Average Rating
8.8
Reviews Sentiment
7.4
Number of Reviews
37
Ranking in other categories
Process Automation (15th), IT Alerting and Incident Management (1st), AIOps (13th), Critical Event Management (CEM) (2nd)
 

Mindshare comparison

While both are Systems Management solutions, they serve different purposes. BMC Helix ITSM is designed for IT Service Management (ITSM) and holds a mindshare of 13.6%, up 12.4% compared to last year.
PagerDuty Operations Cloud, on the other hand, focuses on IT Alerting and Incident Management, holds 29.5% mindshare, down 32.7% since last year.
IT Service Management (ITSM)
IT Alerting and Incident Management
 

Featured Reviews

RajkumarK - PeerSpot reviewer
The leading service management platform for delivering intelligent, user-centric experiences
Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable.
Ashish  Paikrao - PeerSpot reviewer
Effectively generates alerts for incidents, making it suitable for 24/7 monitoring of infrastructure
We were exploring ManageEngine ServiceDesk. So, we need a feature where we can, like, when an alert triggers, we should alert the recipient by on-call. So, when an alert is detected, a ticket is generated in the management team, and we want to notify them on-call. Like, this ticket has been generated and stuff. So, I would like to see a similar feature in this solution. This is why we want an alternative to PagerDuty. We want an alternative to PagerDuty. So we are getting on-call notifications using PagerDuty, but now we want to replace PagerDuty with ManageEngine ServiceDesk. So whenever some incident happens in the cloud infrastructure, we get data alerts from cloud security. We want to integrate a service that will provide us with notifications on-call. That this server is down, or this website is down, or this thing is going wrong. Another area of improvement is integration. It cannot be integrated with our upgraded Jira system. That's why we are dropping PagerDuty. We won't continue using it due to integration issues.
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816,406 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
17%
Financial Services Firm
13%
Government
8%
Manufacturing Company
8%
Computer Software Company
21%
Financial Services Firm
14%
Manufacturing Company
7%
Retailer
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

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.
What do you like most about PagerDuty?
The product easily integrates with other solutions.
What is your experience regarding pricing and costs for PagerDuty?
The price is very high. I rate the pricing a six out of ten. The license for stakeholders is very limited.
What needs improvement with PagerDuty?
It is difficult to send underlying trace files or statuses using PagerDuty. You can set up email alerts, but you cannot build any triggers using those email alerts. There are limitations; you canno...
 

Also Known As

Remedy ITSM, Remedy, Helix Remedy
No data available
 

Learn More

 

Overview

 

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
40% of the Fortune 100 TrustPagerDuty. Customers include: Slack, Intuit, Zendesk, Panasonic, Pinterest, Airbnb, eHarmony, McKesson, Comcast
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM). Updated: October 2024.
816,406 professionals have used our research since 2012.