Atera vs. BMC Helix ITSM

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Atera
Score 8.9 out of 10
N/A
Atera has harnessed AI to power their Remote Monitoring and Management (RMM), Helpdesk, Ticketing, and automations platform—streamlining organizational IT management at scale with the proprietary Action AI™ solution. Atera's IT Copilot augments existing tech capabilities with AI auto script generation, ticket summaries, and recommended solutions. To learn more about Atera: www.atera.com Atera’s platform…
$169
per month per user
BMC Helix ITSM
Score 8.9 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
AteraBMC Helix ITSM
Editions & Modules
MSP - Pro
$129
per month (billed annually) per user
IT Department - Professional
$149
per month (billed annually) per user
MSP - Growth
$179
per month (billed annually) per user
IT Department - Expert
$189
per month (billed annually) per user
MSP - Power
$209
per month (billed annually) per user
IT Department - Master
$219
per month (billed annually) per user
BMC Helix ITSM
Contact Sales
Offerings
Pricing Offerings
AteraBMC Helix ITSM
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsUnlimited devices.
More Pricing Information
Features
AteraBMC Helix ITSM
Application Performance Management
Comparison of Application Performance Management features of Product A and Product B
Atera
10.0
1 Ratings
31% above category average
BMC Helix ITSM
-
Ratings
Virtualization monitoring10.01 Ratings00 Ratings
IT Asset Discovery10.01 Ratings00 Ratings
Monitoring Tasks
Comparison of Monitoring Tasks features of Product A and Product B
Atera
9.5
111 Ratings
25% above category average
BMC Helix ITSM
-
Ratings
Remote monitoring9.2110 Ratings00 Ratings
Network device monitoring8.798 Ratings00 Ratings
Activity Monitoring10.01 Ratings00 Ratings
Management Tasks
Comparison of Management Tasks features of Product A and Product B
Atera
9.3
110 Ratings
22% above category average
BMC Helix ITSM
-
Ratings
Patch Management8.9109 Ratings00 Ratings
Policy-based automation8.795 Ratings00 Ratings
Remote Access
Comparison of Remote Access features of Product A and Product B
Atera
7.8
1 Ratings
12% above category average
BMC Helix ITSM
-
Ratings
Attended device access10.01 Ratings00 Ratings
Unattended device access10.01 Ratings00 Ratings
Mobile device access1.01 Ratings00 Ratings
Virtual device access10.01 Ratings00 Ratings
Multiple-display support7.01 Ratings00 Ratings
Multiple concurrent sessions9.01 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Atera
-
Ratings
BMC Helix ITSM
8.6
92 Ratings
6% above category average
Organize and prioritize service tickets00 Ratings9.191 Ratings
Expert directory00 Ratings8.762 Ratings
Service restoration00 Ratings8.774 Ratings
Self-service tools00 Ratings8.783 Ratings
Subscription-based notifications00 Ratings8.365 Ratings
ITSM collaboration and documentation00 Ratings8.381 Ratings
ITSM reports and dashboards00 Ratings8.482 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Atera
-
Ratings
BMC Helix ITSM
8.5
80 Ratings
4% above category average
Configuration mangement00 Ratings8.877 Ratings
Asset management dashboard00 Ratings8.573 Ratings
Policy and contract enforcement00 Ratings8.157 Ratings
Change management
Comparison of Change management features of Product A and Product B
Atera
-
Ratings
BMC Helix ITSM
8.6
84 Ratings
3% above category average
Change requests repository00 Ratings8.983 Ratings
Change calendar00 Ratings8.479 Ratings
Service-level management00 Ratings8.579 Ratings
Best Alternatives
AteraBMC Helix ITSM
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Score 9.4 out of 10
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Score 9.0 out of 10
Medium-sized Companies
NinjaOne
NinjaOne
Score 9.2 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises

No answers on this topic

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Score 9.4 out of 10
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User Ratings
AteraBMC Helix ITSM
Likelihood to Recommend
8.9
(113 ratings)
9.0
(99 ratings)
Likelihood to Renew
9.5
(4 ratings)
8.5
(8 ratings)
Usability
9.1
(60 ratings)
8.7
(50 ratings)
Support Rating
9.0
(5 ratings)
3.0
(10 ratings)
Online Training
-
(0 ratings)
6.0
(1 ratings)
Implementation Rating
-
(0 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
AteraBMC Helix ITSM
Likelihood to Recommend
Atera
If you want an extremely small, easy-to-install setup for your servers that manages your machine's IT part hassle-free and integrates with some amazing third-party tools at decent pricing, you should definitely go forward with Atera. However, the tool does have certain limitations on aspects like features and customization, so do check if Atera has those features you require before subscription or trial.
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BMC Software Inc.
There are many ITSM platforms available - but only a very select few are true enterprise leaders. BMC Helix is one. When it comes to managing thousands of incidents daily, BMC Helix helps cut through the noise with incident correlation and predictive problem management.
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Pros
Atera
  • Remoting in from anywhere, even on my phone or tablet, has enabled me to quickly diagnose, or even fully resolve, problems.
  • The ticketing, once users are set up, is a breeze. It also keeps everything in one place for them.
  • With Atera the need to travel on-site has been dramatically reduced.
Read full review
BMC Software Inc.
  • The Service Asset and Configuration Management capabilities of Helix ITSM are awesome. It can be used as a central repository for all SACM information and seamlessly integrated with Helix Discovery.
  • It has the most certified ITIL process modules of any ITSM system. These modules work seamlessly with each other and give you the power to manage any situation effectively.
  • As an Administrator of Helix ITSM you have many tools at your disposal to create customizations, workflows. BMC makes it easy to manage the system, leaving time to develop customizations and workflows.
Read full review
Cons
Atera
  • Some basic functions need some extra work
  • Some basic things are behind paywalls
  • Feature board is not credible. Ideas taking very, very long to implement
  • Atera has no clear road map
  • SNMP monitoring needs a make over and needs more options
Read full review
BMC Software Inc.
  • Customization can be lengthy due to the numerous features included in the software.
  • New staff members require some sort of hands-on training to get to know all the use capabilities.
  • The analytics can be improved to include forecasts and trend analysis.
  • Expensive compared to competitors.
Read full review
Likelihood to Renew
Atera
As of right now, we have found nothing that can offer as many features as Atera does along with the affordability. They are doing monthly releases each month and not just making small changes (shared scripting library, chocolatey support, Install packages, Splashtop SOS support, Scheduled tickets to name a few). The uptimes are great and accessibility to the dashboard has yet to be limited. We are a happy customer and bordering on fanboy status now
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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.
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Usability
Atera
Atera has a user-friendly interface that improves navigation. Support staff can quickly access real-time alerts and remote devices and manage tickets without much training. ​Atera’s usability has positively impacted our organization by increasing operational efficiency and improving response times to resolve issues.
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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
Atera
No answers on this topic
BMC Software Inc.
for now we are satisfied. first two months 😉
Read full review
Performance
Atera
No answers on this topic
BMC Software Inc.
could be faster. db is slower from introducing postgresql
Read full review
Support Rating
Atera
Atera support provides answers to my questions lightning fast. They have never left me feeling like I'm out there on my own. I can ask questions by email, or by chat, or by opening a ticket with them and they are always on it quickly. They also have a forum where other Atera users can help you if you need it, and you can also add feature requests via the forum.
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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.
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Online Training
Atera
No answers on this topic
BMC Software Inc.
the trainers dont have so much practical experiences. its mostly follow up and reading existing documentation withou own input. of course experiences people are on shore or have no free time. sad truth
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Implementation Rating
Atera
No answers on this topic
BMC Software Inc.
Satisfied because I didn't have to do it!
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Alternatives Considered
Atera
Because Atera is a much more effective and efficient solution to manage all our IT operations, it automates each of our business processes. It offers us the best support to respond to any problem that may arise. I think Atera is much more cost-effective and reliable; its value is justified with each function and satisfies all our business needs and requirements.
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BMC Software Inc.
I did not select Remedy myself, so I am coming in from someone who is apart of the story, from somewhere in the midway. That being said: Remedy has begun a journey of understanding the problems associated with the implementation of ITIL, and indeed ITIL itself (it is a top-down process for management of an IT department). there are many alternatives out there. One, in particular, I am keen to investigate: Redmine. But in doing so, It will be evaluated via my experience with Remedy.
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Contract Terms and Pricing Model
Atera
No answers on this topic
BMC Software Inc.
unclear. lot of for less
Read full review
Scalability
Atera
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
Atera
  • The intuitive user interface has enabled both users and support technicians to familiarize themselves quickly with the functionality, and the learning curve is less.
  • Some features need to be accessed through documentation; they're not available directly on the dashboard.
  • Sometimes, internet access plays a significant role, whereas low connectivity is a hindrance.
Read full review
BMC Software Inc.
  • The ROI was fine initially as we got what we paid for and it served its purpose
  • Over time, we got behind on releases due to limitations with customizations we made to the application. The product then became out of support and completely out of date, and we had to replace
  • Overall ROI was minimal and once the product was out of date we found more value in other tools
Read full review
ScreenShots

Atera Screenshots

Screenshot of Atera’s AI-powered solution.Screenshot of Atera's process automation.Screenshot of Atera's real-time monitoring, which gives visibility and control of the IT environment.Screenshot of Atera's ticketing, where users can deliver end-user support and issue resolution at scale.

BMC Helix ITSM Screenshots

Screenshot of BMC Helix Multi-Cloud Broker. This is where users can deliver a secure service experience across multi-cloud environments.Screenshot of Knowledge Management, available with intelligent recommendations to help bring the right information to end-users and agents to quickly and accurately resolve issues.Screenshot of the incident and problem management interface, used to create and resolve incidents faster with intelligent, context-aware, and proactive incident matching.