Absolute Visibility vs. BMC Helix ITSM (Remedy)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Absolute Visibility
Score 7.7 out of 10
N/A
Absolute Visibility is an adaptive endpoint security solution. It provides users with a persistent connection to all of their endpoints and the data they contain. The vendor says, by maintaining a two-way connection with each device, users have the insight they need to assess risk and apply remote security measures so they can protect each endpoint and the sensitive data it contains. This insight is delivered through a cloud-based console that requires no additional IT…N/A
BMC Helix ITSM (Remedy)
Score 7.4 out of 10
N/A
BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations.N/A
Pricing
Absolute VisibilityBMC Helix ITSM (Remedy)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Absolute VisibilityBMC Helix ITSM (Remedy)
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
More Pricing Information
Community Pulse
Absolute VisibilityBMC Helix ITSM (Remedy)
Top Pros
Top Cons
Features
Absolute VisibilityBMC Helix ITSM (Remedy)
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Absolute Visibility
-
Ratings
BMC Helix ITSM (Remedy)
8.0
45 Ratings
Organize and prioritize service tickets00 Ratings8.344 Ratings
Expert directory00 Ratings7.931 Ratings
Service restoration00 Ratings7.839 Ratings
Self-service tools00 Ratings8.643 Ratings
Subscription-based notifications00 Ratings7.734 Ratings
ITSM collaboration and documentation00 Ratings8.443 Ratings
ITSM reports and dashboards00 Ratings7.343 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Absolute Visibility
-
Ratings
BMC Helix ITSM (Remedy)
8.6
41 Ratings
Configuration mangement00 Ratings9.138 Ratings
Asset management dashboard00 Ratings8.938 Ratings
Policy and contract enforcement00 Ratings7.931 Ratings
Change management
Comparison of Change management features of Product A and Product B
Absolute Visibility
-
Ratings
BMC Helix ITSM (Remedy)
8.1
42 Ratings
Change requests repository00 Ratings8.242 Ratings
Change calendar00 Ratings8.139 Ratings
Service-level management00 Ratings7.941 Ratings
User Ratings
Absolute VisibilityBMC Helix ITSM (Remedy)
Likelihood to Recommend
9.5
(2 ratings)
7.6
(50 ratings)
Likelihood to Renew
-
(0 ratings)
9.0
(6 ratings)
Usability
-
(0 ratings)
6.5
(3 ratings)
Support Rating
-
(0 ratings)
8.1
(18 ratings)
Implementation Rating
-
(0 ratings)
6.6
(4 ratings)
Configurability
-
(0 ratings)
5.0
(1 ratings)
Product Scalability
-
(0 ratings)
8.0
(1 ratings)
Vendor post-sale
-
(0 ratings)
7.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
8.0
(1 ratings)
User Testimonials
Absolute VisibilityBMC Helix ITSM (Remedy)
Likelihood to Recommend
Absolute
I do think it is well worth the cost and consideration, especially if you are using it on devices containing electronic medical records, personal health information or personal privacy information or devices that contain proprietary information, critical business information or other information that needs to be securely protected. It can also be used to track a device (individual) as well if that is your goal. We use it as an extra precaution to track our mental health clinicians that do home visits. It allows us to keep track of their whereabouts, in case an issue arises at a client's home. We are able to send someone out to check or assist, alert emergency services or send law enforcement if a situation should arise.
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BMC Software Inc.
Large complex organisation, with complex technology that needs to manage Technology Services. It is very flexible and able to manage a large complex environment but the knowledge required to set this up correctly (foundation data and configuration) is the key factor for success. It can integrate with many other systems and tools and integrate data from many sources - whether that be AWS cloud, or an on premises bespoke system. I would not recommend for a Small Organisation without the resources to set up and maintain the underlying foundation data and configuration.
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Pros
Absolute
  • I tracked a stolen computer all the way to Africa from USA and disabled it.
  • I set up geofences with alerts. As soon as a computer got a wifi connection outside of our fences it would email me its current location.
  • Absolute's persistent technology was helpful. -Even when a pawn shop would attempt to "wipe" a device before getting it online, as soon as it got online it notified me of the OS re-installation and current location. We could call authorities and they could recover the device for us. And they were happy it made their job easier and deterred the pawn shop from reselling stolen devices.
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BMC Software Inc.
  • Integration with monitoring software like SolarWinds. where Remedy can transform notifications to work orders and assign to respective teams.
  • Detailed Customization capability to fit the exact needs of the organization.
  • Change management calendar, which integrates change orders from all organization departments and facilitates the scheduling process of project managers.
  • It can be offered as a cloud-based service, where you don't need to worry about server maintenance or database backup.
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Cons
Absolute
  • I do not know where I would consider this product to be deficient in functionality, difficult to use or any major changes that needed to be addressed.
  • I wish the pricing of this product was a little lower, but I do think it is well worth the cost and consideration, especially if you are using it on devices containing electronic medical records, personal health information or personal privacy information.
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BMC Software Inc.
  • The interface (ironically). My company has made an attempt to replace the "classic" Remedy interface with some more functional, modern, but Remedy set to a particular look and feel (and consequently, functionality)
  • The API is hidden from the user: There exists an API for Remedy, that would make my job TONS easier, as I like to perform actions on Remedy in bulk (and therefore - programmatically). Exposing a user API is very much mainstream these days, so Remedy relying on its interface to perform ITIL is very limiting
  • By extension- the result of Remedy's interface is that it becomes very "click-happy": little buttons, and links stuffed into every corner of the screen, with options API logically together. API is old, but it still feels very rushed.
  • The primary tool for most of my ITIL operations is: searching. API of searching goes into finding assets, checking in equipment, finding users, tickets, etc. What Remedy could very much benefit from a "Google" -like interface
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Likelihood to Renew
Absolute
No answers on this topic
BMC Software Inc.
We have been customers of BMC for well over 7 years now and our corporation is tightly integrated with BMC and multiple solutions they offer us.
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Usability
Absolute
No answers on this topic
BMC Software Inc.
At least Remedy is all contained in a single platform, so the interface is consistent. Also, the most heavily performed functions are generally usable. However, to use some of the more advanced modules can be a bit more cumbersome (such as Change Management and CMDB (Not Including ADDM)). So, overall BMC Remedy ITSM is better than some applications like CA SDM or HP SM, but not quite on par with ServiceNow.
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Support Rating
Absolute
No answers on this topic
BMC Software Inc.
The support is good in overall resolving the issues and even in the deployment phase. We are able to use it in production without any trained in-house engineer as the support team gets the job done. We can say that experts completed the deployment for us, and now it is functional.
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Implementation Rating
Absolute
No answers on this topic
BMC Software Inc.
Satisfied because I didn't have to do it!
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Alternatives Considered
Absolute
I have only used Absolute Data and Device Security (DDS). It was recommended by my Dell sales rep. After reviewing the product info, and loading a demo, it became clear that this is what was needed to add to our existing security to protect us from information loss due to a data breach on our portable devices. I presented this solution to the appropriate departments, and they agreed that this was something well worth the investment.
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BMC Software Inc.
The decision to select BMC Remedy was made prior to my employment. We did conduct an RFC process for a new ITSM platform and BMC was considered but not selected. We looked at several platforms and ended up choosing Ivanti Service Desk (previously LANDESK) due to the features, ease of customization and price.
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Scalability
Absolute
No answers on this topic
BMC Software Inc.
Again, always room for improvement, but a very stable product none-the-less.
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Return on Investment
Absolute
  • Recovery of stolen assets.
  • After recovering a few devices and students becoming aware of Absolute being deployed, it had a prevention effect deterring additional theft.
  • It deterred pawn shops from accepting our stolen machines.
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BMC Software Inc.
  • When I was in Management discussion calls, and all the team is happy while using BMC Remedy so I don't find any specific negative impact on our organization.
  • I really enjoy Smart IT as the tool of choice for our incident management team.
  • Visibility of tickets is key. All support staff users can see tickets in consoles they have access to.
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