What users are saying about
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Top Rated
255 Ratings

Appian

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Top Rated
255 Ratings
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Score 8.7 out of 100
185 Ratings
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Score 7.5 out of 100

Feature Set Ratings

    Low-Code Development

    8.5

    Appian

    85%

    BMC Helix ITSM (Remedy)

    Feature Set Not Supported
    N/A
    Appian ranks higher in 6/6 features

    Visual Modeling

    8.4
    84%
    71 Ratings
    N/A
    0 Ratings

    Drag-and-drop Interfaces

    8.5
    85%
    70 Ratings
    N/A
    0 Ratings

    Platform Security

    8.6
    86%
    69 Ratings
    N/A
    0 Ratings

    Platform User Management

    8.1
    81%
    70 Ratings
    N/A
    0 Ratings

    Reusability

    8.8
    88%
    73 Ratings
    N/A
    0 Ratings

    Platform Scalability

    8.6
    86%
    71 Ratings
    N/A
    0 Ratings

    Incident and problem management

    Appian

    Feature Set Not Supported
    N/A
    8.2

    BMC Helix ITSM (Remedy)

    82%
    BMC Helix ITSM (Remedy) ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.7
    87%
    45 Ratings

    Expert directory

    N/A
    0 Ratings
    7.8
    78%
    32 Ratings

    Service restoration

    N/A
    0 Ratings
    8.2
    82%
    40 Ratings

    Self-service tools

    N/A
    0 Ratings
    8.2
    82%
    44 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.0
    80%
    35 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.6
    86%
    44 Ratings

    ITSM reports and dashboards

    N/A
    0 Ratings
    7.7
    77%
    44 Ratings

    ITSM asset management

    Appian

    Feature Set Not Supported
    N/A
    8.7

    BMC Helix ITSM (Remedy)

    87%
    BMC Helix ITSM (Remedy) ranks higher in 3/3 features

    Configuration mangement

    N/A
    0 Ratings
    9.3
    93%
    39 Ratings

    Asset management dashboard

    N/A
    0 Ratings
    8.8
    88%
    39 Ratings

    Policy and contract enforcement

    N/A
    0 Ratings
    8.1
    81%
    32 Ratings

    Change management

    Appian

    Feature Set Not Supported
    N/A
    8.4

    BMC Helix ITSM (Remedy)

    84%
    BMC Helix ITSM (Remedy) ranks higher in 3/3 features

    Change requests repository

    N/A
    0 Ratings
    8.4
    84%
    43 Ratings

    Change calendar

    N/A
    0 Ratings
    8.3
    83%
    40 Ratings

    Service-level management

    N/A
    0 Ratings
    8.4
    84%
    42 Ratings

    Attribute Ratings

    • Appian is rated higher in 2 areas: Likelihood to Recommend, Usability
    • BMC Helix ITSM (Remedy) is rated higher in 1 area: Implementation Rating
    • Appian and BMC Helix ITSM (Remedy) are tied in 2 areas: Likelihood to Renew, Support Rating

    Likelihood to Recommend

    8.7

    Appian

    87%
    138 Ratings
    7.8

    BMC Helix ITSM (Remedy)

    78%
    51 Ratings

    Likelihood to Renew

    9.0

    Appian

    90%
    19 Ratings
    9.0

    BMC Helix ITSM (Remedy)

    90%
    6 Ratings

    Usability

    8.6

    Appian

    86%
    96 Ratings
    6.5

    BMC Helix ITSM (Remedy)

    65%
    3 Ratings

    Support Rating

    8.1

    Appian

    81%
    174 Ratings
    8.1

    BMC Helix ITSM (Remedy)

    81%
    18 Ratings

    In-Person Training

    9.0

    Appian

    90%
    1 Rating

    BMC Helix ITSM (Remedy)

    N/A
    0 Ratings

    Online Training

    6.0

    Appian

    60%
    2 Ratings

    BMC Helix ITSM (Remedy)

    N/A
    0 Ratings

    Implementation Rating

    1.7

    Appian

    17%
    9 Ratings
    6.6

    BMC Helix ITSM (Remedy)

    66%
    4 Ratings

    Product Scalability

    Appian

    N/A
    0 Ratings
    8.0

    BMC Helix ITSM (Remedy)

    80%
    1 Rating

    Likelihood to Recommend

    Appian

    Appian works great for automating manual processes and integrating multiple systems through its toolset. It gives great flexibility for establishing rules for approvals, routings, escalations, and the like. Because of the low code toolset, it's very easy to deploy and make changes as needed as processes evolve and as the organization learns to utilize the system better. Minimal maintenance is required to support the applications build on the platform. Some of the automated testing integration with tools like Jenkins is limited so that may be an issue for some.
    Anonymous | TrustRadius Reviewer

    BMC Helix ITSM (Remedy)

    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.
    Anonymous | TrustRadius Reviewer

    Pros

    Appian

    • Allows at a glance workflow documentation which assists in the need we have for information readiation.
    • Drag and drop interface for workflow development greatly speeds our apps time to market.
    • Using the advanced features of Appian, we are able to create working sites in a fraction of the time it would take to do so using "traditional" development.
    Richard Owens | TrustRadius Reviewer

    BMC Helix ITSM (Remedy)

    • 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.
    Timothy Sawah | TrustRadius Reviewer

    Cons

    Appian

    • Search issues when type ahead and database search are used in the same field.
    • Buttons implementation where user is require[d] to click on the button description - if clicks on the button outside that text - button will not work.
    • Problems with using certain off-the-shelf performance tools like WebLoad or Neoload. That is because of different dynamic variables being used internally in Appian - which these tools are unable to correlate. We are still investigating using other tools like Jmeter to overcome dynamic correlation problem for performance testing.
    Anonymous | TrustRadius Reviewer

    BMC Helix ITSM (Remedy)

    • 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
    Anonymous | TrustRadius Reviewer

    Pricing Details

    Appian

    General

    Free Trial
    Yes
    Free/Freemium Version
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    No

    Starting Price

    $0

    Appian Editions & Modules

    Edition
    Free$0
    Standard60.002
    Flat FeeContact Sales3
    EnterpriseContact Sales4
    1. none
    2. per user per month
    3. one fixed price per app, unlimited users
    4. unlimited number of apps, priced by user
    Additional Pricing Details

    BMC Helix ITSM (Remedy)

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    BMC Helix ITSM (Remedy) Editions & Modules

    Additional Pricing Details

    Likelihood to Renew

    Appian

    Appian 9.0
    Based on 19 answers
    We recently renewed our license with Appian. We are convinced that its flexibility, relative ease of use, the support they provide, there mobile advancements and their general willingness and desire to see us succeed all contributed to our reason to renew our agreement with Appian
    Michael Campbell, PMP,CSM | TrustRadius Reviewer

    BMC Helix ITSM (Remedy)

    BMC Helix ITSM (Remedy) 9.0
    Based on 6 answers
    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.
    Shayne Froelich | TrustRadius Reviewer

    Usability

    Appian

    Appian 8.6
    Based on 96 answers
    Appian is a low code environment, because of this, a very good visual interface is required. Appian is providing a feature-rich dashboard [that] we can use for building the dashboards and other interfaces. Appian also provides patches and releases to enhance these features. A developer can start off development just by going through a basic course from the Appian learning community.
    Anonymous | TrustRadius Reviewer

    BMC Helix ITSM (Remedy)

    BMC Helix ITSM (Remedy) 6.5
    Based on 3 answers
    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.
    Lee Cullom | TrustRadius Reviewer

    Support Rating

    Appian

    Appian 8.1
    Based on 174 answers
    Appian is one of the leading low code business automation platforms that support RPA, decision rules, case management, workflow automation, and machine learning all in a single bundle. But it is also harder to implement and replace the traditional business process.
    Nabin Poudel | TrustRadius Reviewer

    BMC Helix ITSM (Remedy)

    BMC Helix ITSM (Remedy) 8.1
    Based on 18 answers
    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.
    Anonymous | TrustRadius Reviewer

    In-Person Training

    Appian

    Appian 9.0
    Based on 1 answer
    As analyst I participated in a developer boot camp. At times it was hard to keep up but most of the time it made sense. Trainer took the time to explain and slowed pace down to answer questions etc.
    Anonymous | TrustRadius Reviewer

    BMC Helix ITSM (Remedy)

    No score
    No answers yet
    No answers on this topic

    Online Training

    Appian

    Appian 6.0
    Based on 2 answers
    Very boring; hard to get through quickly, but rather effective in demonstrating the use of the platform.
    Anonymous | TrustRadius Reviewer

    BMC Helix ITSM (Remedy)

    No score
    No answers yet
    No answers on this topic

    Implementation Rating

    Appian

    Appian 1.7
    Based on 9 answers
    It was really seamless. SaaS in the true definition of the word. We logged on and started using the product. Very easy.
    Peter Newnam | TrustRadius Reviewer

    BMC Helix ITSM (Remedy)

    BMC Helix ITSM (Remedy) 6.6
    Based on 4 answers
    Satisfied because I didn't have to do it!
    Travis Sirmon | TrustRadius Reviewer

    Alternatives Considered

    Appian

    Appian has enormously transformed and keeps on updating the product every quarter to meet the latest needs of the world with new innovations & technologies being integrated within the platform. What gives more pleasure than a product that keeps on continuous[ly] improv[ing]?
    Anonymous | TrustRadius Reviewer

    BMC Helix ITSM (Remedy)

    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.
    Anonymous | TrustRadius Reviewer

    Scalability

    Appian

    No score
    No answers yet
    No answers on this topic

    BMC Helix ITSM (Remedy)

    BMC Helix ITSM (Remedy) 8.0
    Based on 1 answer
    Again, always room for improvement, but a very stable product none-the-less.
    Travis Sirmon | TrustRadius Reviewer

    Return on Investment

    Appian

    • I believe it has negatively impacted our release dates. There may have been a misunderstanding as to the learning curve, even though it is "low code."
    • The look and feel of the applications created using Appian have uniformity and it's easier to have "reuse" between applications.
    • There is less developer control when it comes to features. I think this mainly has to do with the amount of plugins available. I would think there should be many more available plugins. But again, our use case is probably different than most others.
    Anonymous | TrustRadius Reviewer

    BMC Helix ITSM (Remedy)

    • 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.
    Mallesh Kanakam | TrustRadius Reviewer

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