Appian vs. BMC Helix ITSM

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Appian
Score 8.5 out of 10
N/A
Appian is a low-code development and business process management platform. It features drag-and-drop design for app building, automated work processes, unified data management, and cloud-based deployment.
$0
BMC Helix ITSM
Score 7.3 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
AppianBMC Helix ITSM
Editions & Modules
Appian Community Edition
$0
Application - Input-Only
$2
per month per user
Application - Infrequent
$9
per month per user
Application - Standard
$75
per month per user
Platform
Custom Quote Priced per user with unlimited apps.
minimum 100 users, no maximum
Unlimited
Custom Quote Priced per development with unlimited apps.
unlimited
Platform
Custom Quote Priced per user with unlimited apps.
Minimum 100, no maximum
Unlimited
Custom Quote Priced per development with unlimited apps.
Unlimited
No answers on this topic
Offerings
Pricing Offerings
AppianBMC Helix ITSM
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
AppianBMC Helix ITSM
Considered Both Products
Appian
Chose Appian
I have seen other products but I have not used them from a development stand point. From a user stand point we are using Service Now and I find the forms are not as rich and harder to follow. Service Now seems like an older system that does not have the ability that Appian …
Chose Appian
Appian will easily top all three above but lost to each in a number of areas simply because of licensing cost and unwillingness from Appian side to come to the table to work for a middle ground on licensing cost.
BMC Helix ITSM

No answer on this topic

Top Pros
Top Cons
Features
AppianBMC Helix ITSM
Low-Code Development
Comparison of Low-Code Development features of Product A and Product B
Appian
9.1
75 Ratings
7% above category average
BMC Helix ITSM
-
Ratings
Visual Modeling8.873 Ratings00 Ratings
Drag-and-drop Interfaces8.972 Ratings00 Ratings
Platform Security9.271 Ratings00 Ratings
Platform User Management8.872 Ratings00 Ratings
Reusability9.475 Ratings00 Ratings
Platform Scalability9.573 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Appian
-
Ratings
BMC Helix ITSM
9.1
49 Ratings
10% above category average
Organize and prioritize service tickets00 Ratings10.048 Ratings
Expert directory00 Ratings8.535 Ratings
Service restoration00 Ratings8.043 Ratings
Self-service tools00 Ratings9.547 Ratings
Subscription-based notifications00 Ratings9.538 Ratings
ITSM collaboration and documentation00 Ratings9.047 Ratings
ITSM reports and dashboards00 Ratings9.547 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Appian
-
Ratings
BMC Helix ITSM
9.2
45 Ratings
11% above category average
Configuration mangement00 Ratings9.542 Ratings
Asset management dashboard00 Ratings8.542 Ratings
Policy and contract enforcement00 Ratings9.534 Ratings
Change management
Comparison of Change management features of Product A and Product B
Appian
-
Ratings
BMC Helix ITSM
9.3
46 Ratings
10% above category average
Change requests repository00 Ratings9.546 Ratings
Change calendar00 Ratings8.543 Ratings
Service-level management00 Ratings10.045 Ratings
Best Alternatives
AppianBMC Helix ITSM
Small Businesses
Creatio
Creatio
Score 9.2 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Quixy
Quixy
Score 9.9 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Quickbase
Quickbase
Score 9.2 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.5 out of 10
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User Ratings
AppianBMC Helix ITSM
Likelihood to Recommend
9.1
(139 ratings)
8.0
(54 ratings)
Likelihood to Renew
8.5
(19 ratings)
9.0
(6 ratings)
Usability
8.7
(95 ratings)
8.5
(5 ratings)
Support Rating
8.4
(118 ratings)
8.1
(9 ratings)
In-Person Training
9.0
(1 ratings)
-
(0 ratings)
Online Training
6.0
(2 ratings)
-
(0 ratings)
Implementation Rating
1.0
(5 ratings)
6.6
(2 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
AppianBMC Helix ITSM
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.
Read full review
BMC Software Inc.
BMC is the obvious choice for medium—to large companies. With all the functionality included, most of it will be used by more prominent companies. The cost vs. use makes sense for them. For smaller companies, the high cost of license implementation and running costs usually make BMC too expensive. Having a light version for them could increase BMC's market share.
Read full review
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.
Read full review
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.
Read full review
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.
Read full review
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
Appian
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
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BMC Software Inc.
It provides the tool we need and is able to be customised to meet new requirements. Cost to change in training and integrations would be considerable.
Read full review
Usability
Appian
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.
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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.
Read full review
Support Rating
Appian
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.
Read full review
BMC Software Inc.
Their tech support is top notch. They respond and get back to us, even on lower level incidents and issues, very quickly. It is rare that we deal with a support technician who does not know what they are doing.
Read full review
In-Person Training
Appian
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.
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BMC Software Inc.
No answers on this topic
Online Training
Appian
Very boring; hard to get through quickly, but rather effective in demonstrating the use of the platform.
Read full review
BMC Software Inc.
No answers on this topic
Implementation Rating
Appian
It was really seamless. SaaS in the true definition of the word. We logged on and started using the product. Very easy.
Read full review
BMC Software Inc.
Satisfied because I didn't have to do it!
Read full review
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]?
Read full review
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.
Read full review
Scalability
Appian
No answers on this topic
BMC Software Inc.
Again, always room for improvement, but a very stable product none-the-less.
Read full review
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.
Read full review
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.
Read full review
ScreenShots

Appian Screenshots

Screenshot of Low-Code DevelopmentScreenshot of Business Process Management SuiteScreenshot of Dynamic Case ManagementScreenshot of Mobile App DevelopmentScreenshot of Appian RPA with Blue Prism