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BMC Helix Operations Management with AIOps vs ServiceNow IT Operations Management 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 Operations Manage...
Ranking in AIOps
13th
Average Rating
9.0
Number of Reviews
1
Ranking in other categories
No ranking in other categories
ServiceNow IT Operations Ma...
Ranking in AIOps
4th
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
40
Ranking in other categories
Event Monitoring (1st), Cloud Management (9th), IT Infrastructure Monitoring (10th)
 

Featured Reviews

Rafael  Pinto Ferreira - PeerSpot reviewer
Impressive automation capabilities, predicts problems, and even find unseen vulnerabilities across your infrastructure
The biggest challenge is ensuring the customer has sufficient ITSM maturity to get the most out of the solution. BMC Helix is very sophisticated, and some clients lack that internal process maturity. There's sometimes a gap between the solution's capabilities and the client's readiness. We have to bridge that gap, bringing the customer up to the level where they can fully use all the features and benefits. Otherwise, they're investing in a powerful tool they don't fully utilize. It's crucial for vendors like us to assess client maturity before the project starts. We need to do the consulting work to show them the solution's potential and help them evaluate if it truly makes sense. Sometimes, the client might not be ready for the way BMC does things, for that level of automation and AI. BMC's automation is like nothing I've seen. You can even deflect 30% of IT service desk tickets with an intelligent chatbot – that's a number from BMC. Imagine the reduction in human agents! It's a robot doing the work, but in a way that feels human... that's the impressive part. You can integrate with WhatsApp, Teams, etc. It's game-changing.
RichardG - PeerSpot reviewer
Effortlessly blends management systems for comprehensive infrastructure insight
ServiceNow IT Operations Management brought together Intune and SCCM or MECM really well. It provided out-of-the-box integrations, requiring only minimal effort, typically a couple of days, to massage those systems into a seamless operation. Additionally, the performance analytics of ServiceNow was especially beneficial for setting thresholds, aggregating, and correlating infrastructure data.

Quotes from Members

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

Pros

"BMC Helix Operations Management with AIOps' predictive analytics positively impacted proactive problem-solving capabilities. It has been the most interesting part of the solution! It provides detailed analytics that gives you a deep understanding of your infrastructure and recurring issues/problems. It really predicts the problems."
"The way this solution has helped us is that it improved our communication."
"The solution allows you to subscribe to the features you need and utilize CMDB, ITSM, and discovery on the same platform."
"It provided out-of-the-box integrations, requiring only minimal effort, typically a couple of days, to massage those systems into a seamless operation."
"The end-to-end ticketing process is most valuable in ServiceNow IT Operations Management because its notification feature is excellent in keeping all users informed on the next step compared to BMC. I also like that ServiceNow IT Operations Management is very user-friendly."
"The most valuable features of ServiceNow IT Operations Management are ease of use, intuitive design, and ease of management, and its based on IT practices which are good."
"It includes a valuable feature called Discovery, that aids in application portfolio management, enabling visibility into IT infrastructure from top to bottom."
"It is flexible. You can tune it, more or less, as you want."
"As a product, ServiceNow IT Operations Management is pretty strong, and it can discover non-IP devices."
 

Cons

"The biggest challenge is ensuring the customer has sufficient ITSM maturity to get the most out of the solution. BMC Helix is very sophisticated, and some clients lack that internal process maturity."
"ServiceNow could be more prescriptive on how customers can leverage some of the benefits."
"I would like more manual issues to have automated report-facing options."
"Service Mapping is a time-consuming process. The time and effort versus the benefits are very difficult to articulate to customers."
"The pattern part can be improved. Patterns are used in the Discovery feature. Although it is easy to create new patterns and modify the existing ones, it would be better if this solution can have more out-of-the-box patterns. In terms of new features, they can include artificial intelligence, something like machine learning."
"The tool can be improved by including more detailed information to assist new users."
"There is room for improvement in service mapping within ServiceNow ITOM. When we have more time, we'll look to extend that and apply it to business-critical services like email."
"Service mapping is pretty limited."
"At times, it got cumbersome from the project management perspective. It could have been because of the way we were using it. I found Microsoft Project to be more extensive and robust than ITOM."
 

Pricing and Cost Advice

"BMC solution is cheaper than ServiceNow, its main competitor. So, I'd rate the pricing a seven out of ten, with ten being expensive."
"The price of ServiceNow IT Operations Management is expensive."
"While not entirely sure, I believe the solution costs at least a million dollars annually."
"We obtained discovery licenses at about seven dollars Australian per unit, which we found to be reasonable and competitive."
"The pricing is high and may be excluding the small to medium-sized enterprise businesses."
"It has different subscription models."
"It is expensive. It is around 10 Euros per server per month."
"The solution is costly compared to the products offered by its competitors."
"My customers pay for the ServiceNow IT Operations Management license annually. I'd rate the pricing based on value. ServiceNow IT Operations Management is a premium product as it has better features than competitors."
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Top Industries

By visitors reading reviews
No data available
Financial Services Firm
16%
Computer Software Company
13%
Manufacturing Company
11%
Government
6%
 

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 Operations Management with AIOps?
BMC Helix Operations Management with AIOps' predictive analytics positively impacted proactive problem-solving capabilities. It has been the most interesting part of the solution! It provides detai...
What is your experience regarding pricing and costs for BMC Helix Operations Management with AIOps?
BMC solution is cheaper than ServiceNow, our main competitor. So, I'd rate the pricing a seven out of ten, with ten being expensive. The prices are lower than the competition because it's a BMC str...
What needs improvement with BMC Helix Operations Management with AIOps?
The biggest challenge is ensuring the customer has sufficient ITSM maturity to get the most out of the solution. BMC Helix is very sophisticated, and some clients lack that internal process maturit...
What do you like most about ServiceNow IT Operations Management?
From my perspective as an asset manager, the most valuable feature of the solution is the configuration management portion, where I can actively add something to the database.
What is your experience regarding pricing and costs for ServiceNow IT Operations Management?
We obtained discovery licenses at about seven dollars Australian per unit, which we found to be reasonable and competitive. The pricing model offers scaling where not everything consumes a license ...
What needs improvement with ServiceNow IT Operations Management?
There is room for improvement in service mapping within ServiceNow ITOM. When we have more time, we'll look to extend that and apply it to business-critical services like email.
 

Also Known As

No data available
ServiceNow ITOM
 

Overview

 

Sample Customers

Information Not Available
servicenow, TransAlta, NATS, Symantec
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