ApptioOne vs. BMC Helix ITSM (Remedy)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ApptioOne
Score 8.7 out of 10
N/A
ApptioOne from Apptio, an IBM Company, unifies financial and operational technology data into a unified model built on a taxonomy of cost categorization. Utilizing sophisticated allocation rules along with focused metrics and KPIs, the solution enables organizations to answer strategic questions about their technology investments and accelerate budgeting and forecasting processes.N/A
BMC Helix ITSM (Remedy)
Score 7.0 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
ApptioOneBMC Helix ITSM (Remedy)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
ApptioOneBMC Helix ITSM (Remedy)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeRequiredNo setup fee
Additional Details
More Pricing Information
Features
ApptioOneBMC Helix ITSM (Remedy)
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ApptioOne
-
Ratings
BMC Helix ITSM (Remedy)
7.5
45 Ratings
8% below category average
Organize and prioritize service tickets00 Ratings7.544 Ratings
Expert directory00 Ratings7.931 Ratings
Service restoration00 Ratings6.939 Ratings
Self-service tools00 Ratings9.043 Ratings
Subscription-based notifications00 Ratings7.034 Ratings
ITSM collaboration and documentation00 Ratings8.043 Ratings
ITSM reports and dashboards00 Ratings6.343 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
ApptioOne
-
Ratings
BMC Helix ITSM (Remedy)
8.6
41 Ratings
5% above category average
Configuration mangement00 Ratings9.138 Ratings
Asset management dashboard00 Ratings8.938 Ratings
Policy and contract enforcement00 Ratings7.731 Ratings
Change management
Comparison of Change management features of Product A and Product B
ApptioOne
-
Ratings
BMC Helix ITSM (Remedy)
7.7
42 Ratings
8% below category average
Change requests repository00 Ratings7.942 Ratings
Change calendar00 Ratings8.139 Ratings
Service-level management00 Ratings7.141 Ratings
Best Alternatives
ApptioOneBMC Helix ITSM (Remedy)
Small Businesses

No answers on this topic

Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies

No answers on this topic

Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises

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Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
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User Ratings
ApptioOneBMC Helix ITSM (Remedy)
Likelihood to Recommend
8.7
(133 ratings)
7.3
(50 ratings)
Likelihood to Renew
9.1
(11 ratings)
9.0
(6 ratings)
Usability
8.1
(4 ratings)
6.5
(3 ratings)
Availability
8.0
(2 ratings)
-
(0 ratings)
Performance
3.0
(2 ratings)
-
(0 ratings)
Support Rating
7.9
(127 ratings)
8.1
(9 ratings)
In-Person Training
9.1
(2 ratings)
-
(0 ratings)
Online Training
9.1
(2 ratings)
-
(0 ratings)
Implementation Rating
9.1
(2 ratings)
6.6
(2 ratings)
Configurability
-
(0 ratings)
5.0
(1 ratings)
Product Scalability
7.0
(1 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
ApptioOneBMC Helix ITSM (Remedy)
Likelihood to Recommend
Apptio, an IBM Company
I would say for larger companies that don't have any sort of automation of their reporting today, so it's all done in Excel or it's all done in Power BI reports that are fed off of Excel documents, especially technology expense, it can be really helpful. I would also say companies that are early in their cloud journey, it can be helpful to start early. So that's a few that would be helpful. Not helpful, I would say companies that already have a really good handle of their technology spend via any tools they might have. So it can get to a point where they have multiple different tools. Apptio is one and multiple different sources of truth, and if you bring in Apptio later, people won't trust Apptio. So really if you already have a bunch of tools stood up, it's harder to bring in another.
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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
Apptio, an IBM Company
  • The ATUM model and its configuration provide a trusted taxonomy for costs
  • The participative planning and budgeting process enabled by the product increases transparency into forecasted cost and allows for understanding service options prior to costs being incurred.
  • The loading of data through APIs eases data refresh processes
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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
Apptio, an IBM Company
  • The CCM module does not always calculate cloud RI usage correctly.
  • Would like better functionality to switch between cloud usage metrics and cost data. Discount rate on cloud recently increased, resulting in lower cost, but with higher utilization.
  • Continue investing in the CCM product, we like it, feels like we are being pushed to cloudability.
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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
Apptio, an IBM Company
It is hands down the most innovative SaaS on the market today. In my humble opinion it will be just as big or bigger than Salesforce, Workday and all of the greats. I would advise any big company to take advantage of Apptio and renew on an annual basis with their support team!
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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
Apptio, an IBM Company
During the budget/forecast period this year I was very hands on in Apptio. This was really my first time. I did run into some hiccups of which have been reported to Support.
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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.
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Reliability and Availability
Apptio, an IBM Company
Excellent, so far. SaaS-based...assuming effective data links and connectivity
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BMC Software Inc.
No answers on this topic
Performance
Apptio, an IBM Company
Excellent, so far.
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BMC Software Inc.
No answers on this topic
Support Rating
Apptio, an IBM Company
Both the support and the customer success teams have been very supportive and more than likely, if you call in for a support request, they do a really good job with calling you back and making sure that everything's taken care of.
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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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In-Person Training
Apptio, an IBM Company
Was awesome to have been taught by legendary Debbie Hagan for Cost Transparency in person. Her knowledge is extensive and she is an excellent trainer. Her years of experience really shined.
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BMC Software Inc.
No answers on this topic
Online Training
Apptio, an IBM Company
The all talented training organization crosses all the T's and dots all the I's. I am constantly learning and often refer to training documentation for post training real life issues.
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BMC Software Inc.
No answers on this topic
Implementation Rating
Apptio, an IBM Company
Well, so far. Apptio Consulting covered specific model architecting areas particularly. Most of the heavy lifting is being done in-house with support from Apptio as it relates to tool impacts and needs. Some administrative tasks were redundant
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BMC Software Inc.
Satisfied because I didn't have to do it!
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Alternatives Considered
Apptio, an IBM Company
ApptioOne has far exceeded our expectations when compared to the research we did into other products and tools. The offerings were different in many ways, but Apptio was the only one who successfully put together a suite of tools that satisfied all of our particular needs. We found the other products to be strong in particular areas, versus Apptio satisfying numerous areas of strength.
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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
Apptio, an IBM Company
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
Apptio, an IBM Company
  • It's delivered on a lot of those, especially the relationship between IT and financing that relationship's been a bit of a rollercoaster on that journey. We've come out the other end of it, and we're all friends now, which is a good thing. So they've accepted the Apptio output and are much more involved in providing the data and helping to use the tool, which is excellent. I think one of the downsides that are probably not talked about enough is the fact that, um, once you have trained and delivered a TMB skillset within your organization, they become very good at that. So if you've got any high-performing members in that team, they become extremely valuable elsewhere. And we've unfortunately suffered the case whereby one of our highest performers was immediately then poached and went off elsewhere for a much better opportunity. So we applaud that for them, but it's really hard to train other people. It's really hard to take them up to speed, and you have to sort of go through those picks and troughs every time. So that's just life, you know.
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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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