BMC Helix ITSM vs xMatters comparison

The compared BMC and Everbridge solutions aren't in the same category. BMC is ranked #3 in ISM , with an average rating of 7.6, and holds a 13.6% mindshare in the category. Everbridge is ranked #7 in IMS , with an average rating of 9.0, and holds a 8.1% mindshare. Additionally, 87% of BMC users are willing to recommend the solution, compared to 96% of Everbridge users who would recommend it.

BMC Helix ITSM

Read 76 BMC Helix ITSM reviews

6,907 Views
4,108 Comparison Views

87% willing to recommend

xMatters

Read 31 xMatters reviews

1,058 Views
582 Comparison Views

96% willing to recommend

BMC Helix ITSM

xMatters

Comparison Buyer's Guide

Download the report

Executive Summary

We performed a comparison between BMC Helix ITSM and xMatters based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: October 2024).

Buyer's Guide

IT Service Management (ITSM)

October 2024

Download the complete report

Helped 814,649 peers since 2012

Categories and Ranking

BMC Helix ITSM

Average Rating

8.0

Number of Reviews

Ranking in other categories

Help Desk Software (4th), IT Service Management (ITSM) (3rd)

xMatters

Average Rating

8.8

Number of Reviews

Ranking in other categories

IT Alerting and Incident Management (7th)

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.
xMatters, on the other hand, focuses on IT Alerting and Incident Management, holds 8.1% mindshare, down 9.5% since last year.

IT Service Management (ITSM)

IT Alerting and Incident Management

Featured Reviews

RajkumarK

Senior Production Analyst at Victoria's Secret

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…

Read full review

Dean-Robinson

Sr. Developer at a media company with 10,001+ employees

Oct 26, 2022

A versatile solution with excellent logging capabilities that reduced our time to resolve

The reporting functionality could be improved, though I know that's something xMatters, inc. is working on. For example, sometimes I need to go into the platform and find users who aren't in groups that have been created recently, haven't logged in and so on. Previously, this was hard work, but they added loads of filters, making it more accessible. Still, the ability to create custom-designated reports that I could run and schedule would be fantastic for me. It would be good if they keep improving the reporting functionality, as it can be somewhat restrictive sometimes. There are a couple of improvements that xMatters could make to the incident hub, where we can manage high-priority incidents. More sharing capability between collaborating incident managers would be good to see, including the ability to whiteboard. That would allow them to share and sketch out ideas while looking for a solution. Those two features are essential, and that's why we want to use the solution in conjunction with Everbridge because xMatters doesn't have them.

Read full review

Quotes from Members

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

Pros

"Technical support has been fine."

"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."

"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."

"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."

"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."

"It has the power to automatize several different tasks in the ITSM world."

"The solution's most valuable features are automation and orchestration."

"We have seen year over year customer satisfaction improvement for the last five years."

More BMC Helix ITSM pros

"Being able to split the week however we want is definitely most valuable. We can create shifts and also see other teams' schedules. It is a very easy search to do these things."

"The most valuable features are the ability to have groups and then have an on-call rotation in the groups. Outlook lacks both these features. Outlook gives you the ability to contact an individual or groups, but you can't contact them based on an on-call rotation, and you can't have built-in timing escalations inside of that. xMatters gives you the ability to do that, which is important when you have 50 or so people in the team, but you only want to contact the person who is on-call. You don't create any unnecessary noise. xMatters allows you to page the right person who is on-call versus just creating excessive noise."

"We have reduced the time it takes to resolve major incidents through xMatters’s conference bridge management solution."

"By adding the ServiceNow integration, we have been able to page support groups for critical incidents and move scheduling from ServiceNow into xMatters, offering more control to our support groups."

"Workflows and messaging are most valuable. Workflows are very useful. They are important for consolidating information or stopping duplication from happening. We put all the information into xMatters and then the workflow will push the same information in the correct format directly through to other applications that our end users frequently use, such as Slack, email, and Workplace."

"The cloud solution reduces alarming to the core, which means no need to provision your server, which is great."

"The automatic logging that's built into xMatters, especially the timeline of events, is very helpful because we can figure out why a particular person got a call... Having that level of detail built-in makes it really easy for me or the managers to prove that's what happened, and we can self-serve that information. It gives people the autonomy to know why they got a call."

"The feature that I have found to be most valuable is the entire alert notification configuration, having an external system to trigger events that will process the alert to the supporting team. If a system is down, then you need to get it attention. Sometimes, it cannot wait until the next day. Therefore, how xMatters provides this type of integration is critical."

More xMatters pros

Cons

"We have experienced outages, because some other customers did something on the same cluster that we share."

"Needs less infrastructure requirements."

"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."

"Needs to make customizable/configurable article templates in the Knowledge Management."

"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."

"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."

"The dashboard can be better."

"The documentation could improve in BMC Helix ITSM."

More BMC Helix ITSM cons

"I would like some minor UI changes. I believe I filed some enhancement requests with xMatters. For example, in one area, they have some way for you to look at a particular functionality with different sets of reporting UI. However, that same reporting UI is not yet available with some other functionalities. Essentially, in their existing functionality, the xMatters application does an excellent job, but in other functionalities within their UI, they don't have that. On the back-end, they are related. Instead of one click where you can see everything, right now you need to go to different areas to access similar information. It would be nice to have everything in one place. While they have an excellent element A, I am hoping that they could just simply make that feature also available in their element B."

"It has not improved our organization."

"They could make the product more customizable."

"A lot of the issues that we've had have already been addressed. However, they could be clearer with the actual throughput and the costs. The throughput that we signed up for was a lot lower than what we needed, and we had to pay a lot more to get the throughput that we needed."

"I've asked for the ability to have tags on groups, and for dynamic lists, meaning the ability to pull data from another location and use it in xMatters dynamically. Right now, for example, if I have a form and want to populate a list, it's a manual process. I have to copy and paste the list items."

"While they do have an extensive library of integrations, sometimes those integrations or custom integrations, require a more technical level of expertise in products outside of xMatters, such as Java."

"Support may take longer than desired to resolve some issues."

"On-call management scheduling is difficult."

More xMatters cons

Pricing and Cost Advice

"The price of BMC Helix ITSM could improve their price."

"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."

"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range 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."

"If you are looking for some kind of professional services form the OEM then you would have to purchase that."

"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."

"There are licenses to use this solution."

More BMC Helix ITSM pricing and cost advice

"This is our biggest issue: licensing. Our customer has only purchased a set number of full licensed users, and we are constantly running up against our license limit. To mitigate licensing concerns, we completely control at the admin level user additions and removals, and do a monthly cleanup process driven by security contractor removal reports."

"The pricing and licensing are okay. I wish that the user licenses were cheaper but the stakeholder licenses are at a reasonable cost."

"It seemed comparable or more reasonable than some of the other solutions, at least when we evaluated it. There are no extra costs in addition to the standard licensing fees. Its cost is good, given the breadth of features provided by xMatters."

"The pricing is tiered so we took that into account. If we were to license 10 or 20 people, that would be a certain price. And if we were to license 50 or 100, there would be a little bit of discounting. But the per-user license was right in line with what we were expecting."

"xMatters is pricey, but you have to consider what a critical incident costs your organization."

"You should perhaps arrange an evaluation or trial to just test it out. Get your feet wet. That is so important. If you don't try it, then you won't know."

"It is worth the cost. You need to know the number of users that are going to use it, which is usually pretty easy to calculate. It's on a per-user license."

"The cost depends very much on the company's size and usage. We're a very high use case compared to many companies, so we had to consider licensing costs carefully. If we added all our users, that would be 30,000, and that's no good; we wouldn't have been able to afford it. For example, we had to put in customization to sync across on-call users. For the license per user, the price is very reasonable and comparable to ServiceNow when factoring in everything that needs to get up and running."

More xMatters pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

See recommendations

814,649 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

17%

Financial Services Firm

13%

Government

Manufacturing Company

Computer Software Company

29%

Financial Services Firm

21%

Retailer

Manufacturing Company

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...

See all answers

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...

See all answers

What is your primary use case for BMC Helix ITSM?

We majorly use the solution for user ticket management, incident management, and event management.

See all answers

What do you like most about xMatters ?

xMatters stood out to us during our research because of the versatility of its rotas, how we could set up various group rotas, different shift patterns, the ability to order devices and add persona...

See all answers

What is your experience regarding pricing and costs for xMatters ?

The cost depends very much on the company's size and usage. We're a very high use case compared to many companies, so we had to consider licensing costs carefully. If we added all our users, that w...

See all answers

What needs improvement with xMatters ?

See all answers

Comparisons

ServiceNow vs BMC Helix ITSM

Compared 72% of the time

JIRA Service Management vs BMC Helix ITSM

Compared 9% of the time

ManageEngine ServiceDesk Plus vs BMC Helix ITSM

Compared 3% of the time

Zendesk vs BMC Helix ITSM

Compared 2% of the time

IBM Maximo vs BMC Helix ITSM

Compared 2% of the time

More BMC Helix ITSM Competitors

PagerDuty Operations Cloud vs xMatters

Compared 30% of the time

ServiceNow vs xMatters

Compared 22% of the time

Everbridge IT Alerting vs xMatters

Compared 21% of the time

Opsgenie vs xMatters

Compared 19% of the time

OnSolve Platform for Critical Event Management vs xMatters

Compared 9% of the time

More xMatters Competitors

Product Reports

Buyer's Guide

BMC Helix ITSM

November 2024

Download BMC Helix ITSM product report

Buyer's Guide

xMatters

October 2024

Download xMatters product report

Also Known As

Remedy ITSM, Remedy, Helix Remedy

xMatters IT Management

Learn More

BMC

Everbridge

Overview

BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.

BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.

Key Features

Some of BMC Helix ITSM’s key features include:

Solves service issues in a way that makes you more efficient. BMC Helix ITSM employs advanced analytic software that searches for areas where your organization can drive efficiencies to provide the best possible service.
Groups issues that recur in a way that streamlines both analysis and incident management. It uses artificial intelligence to identify and solve groups of incidents in real time. The AI automates these processes, which can prove both tedious and time-consuming.
Securely and seamlessly provides services across multi-cloud environments with “a single pane of glass” interface. This allows you to be highly flexible. You can configure your services in a number of different ways without having to worry that your multi-cloud environment won’t be able to support your service management.
The ability to view all of your management data in a way that provides you with clear insights into your system’s management. BMC Helix ITSM enables you to create custom reports and dashboards. This makes it possible for you to see any and all significant trends in your operations and services data.

Reviews from Real Users

BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.

A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”

Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.”

xMatters, an Everbridge company, is a service reliability platform that helps DevOps, SREs, and operations teams rapidly deliver products at scale by automating workflows and ensuring infrastructure and applications are always working. The xMatters code-free workflow builder, adaptive approach to incident management, and real-time performance analytics all support a single goal: deliver customer happiness.

To learn more, request a demo.

Reliable services, rapid innovation: Automate operations workflows, ensure applications are always working, and deliver remarkable products at scale with the xMatters service reliability platform.

Automate on the xMatters service reliability platform: Move faster with confidence. Our no-code and low-code integrations let you build flexible workflows to address issues proactively—even during deployments.

Frictionless on-call: Manage on-call seamlessly. Automatically escalate to the right people, schedule with ease, and act on detailed alerts from anywhere.

Adaptive Incident Management: Stay resilient in any scenario with our adaptive approach to incident management. Automate resolution, protect customers from disruptions, and learn from each event.

Signal Intelligence: Put situations in context and cut through the noise of multiple monitoring tools with filtering and suppression, alert correlation, enriched notifications, and routing based on role or function.

Actionable Analytics: Get quick insights into key metrics to understand inefficiencies, boosting collaboration and productivity across engineering and operations teams.

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University

Over 2.7 million users trust xMatters daily at successful startups and global giants including athenahealth, BMC Software, Box, Credit Suisse, Danske Bank, Experian, NVIDIA, ViaSat and Vodafone. xMatters is headquartered in San Ramon, California and has offices worldwide. Visit our website to see how business like yours found solutions with xMatters.

Buyer's Guide

IT Service Management (ITSM)

October 2024

Download Free Report

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM). Updated: October 2024.

DOWNLOAD NOW

814,649 professionals have used our research since 2012.

We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.