Atera vs. BMC Helix Remedyforce

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…
$159
per month per user
BMC Helix Remedyforce
Score 5.1 out of 10
N/A
BMC Helix Remedyforce is a cloud-delivered SaaS solution for IT Helpdesk and Ticketing Management.
$67.90
per user/per month
Pricing
AteraBMC Helix Remedyforce
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 Remedyforce
$67.90
per user/per month
Offerings
Pricing Offerings
AteraBMC Helix Remedyforce
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup feeOptional
Additional DetailsUnlimited devices.
More Pricing Information
Features
AteraBMC Helix Remedyforce
Application Performance Management
Comparison of Application Performance Management features of Product A and Product B
Atera
10.0
1 Ratings
5% above category average
BMC Helix Remedyforce
-
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
9.4
92 Ratings
23% above category average
BMC Helix Remedyforce
-
Ratings
Remote monitoring9.391 Ratings00 Ratings
Network device monitoring8.779 Ratings00 Ratings
Activity Monitoring10.01 Ratings00 Ratings
Management Tasks
Comparison of Management Tasks features of Product A and Product B
Atera
9.2
91 Ratings
22% above category average
BMC Helix Remedyforce
-
Ratings
Patch Management8.990 Ratings00 Ratings
Policy-based automation8.777 Ratings00 Ratings
Remote Access
Comparison of Remote Access features of Product A and Product B
Atera
7.8
1 Ratings
11% below category average
BMC Helix Remedyforce
-
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 Remedyforce
7.7
7 Ratings
7% below category average
Organize and prioritize service tickets00 Ratings9.07 Ratings
Expert directory00 Ratings6.05 Ratings
Service restoration00 Ratings9.07 Ratings
Self-service tools00 Ratings7.95 Ratings
Subscription-based notifications00 Ratings6.06 Ratings
ITSM collaboration and documentation00 Ratings8.07 Ratings
ITSM reports and dashboards00 Ratings8.07 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Atera
-
Ratings
BMC Helix Remedyforce
8.0
7 Ratings
3% below category average
Configuration mangement00 Ratings9.07 Ratings
Asset management dashboard00 Ratings9.05 Ratings
Policy and contract enforcement00 Ratings6.03 Ratings
Change management
Comparison of Change management features of Product A and Product B
Atera
-
Ratings
BMC Helix Remedyforce
9.0
7 Ratings
7% above category average
Change requests repository00 Ratings9.07 Ratings
Change calendar00 Ratings9.07 Ratings
Service-level management00 Ratings9.07 Ratings
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AteraBMC Helix Remedyforce
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Score 9.0 out of 10
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Score 9.2 out of 10
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Enterprises

No answers on this topic

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Score 9.4 out of 10
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User Ratings
AteraBMC Helix Remedyforce
Likelihood to Recommend
9.2
(94 ratings)
9.0
(12 ratings)
Likelihood to Renew
9.5
(4 ratings)
7.5
(4 ratings)
Usability
9.4
(41 ratings)
-
(0 ratings)
Support Rating
9.0
(5 ratings)
8.0
(1 ratings)
Implementation Rating
-
(0 ratings)
7.0
(1 ratings)
User Testimonials
AteraBMC Helix Remedyforce
Likelihood to Recommend
Atera
Well Atera is a big platform with multiple features, I use Remote Session for Remote access and Scripting management for platform and application management in our network. In some cases if there is dependency on Driver version of hardware like network driver, I have also used Atera to push latest Driver to user machines which works like a charm. Atera is a really good platform.
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BMC Software Inc.
[BMC Helix Remedyforce] is probably best suited for an MSP who needs to keep multiple clients separated. If you were an internal IT department I think the additional features it has would be lost. When dealing with an MSP who needs to know what software and what issues have effected specific clients it is very well suited to do that.
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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.
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BMC Software Inc.
  • An admin user is able to quickly create a request definition with all of its components from one screen. We use to have to go to the 7 or 8 different screens to create each piece of the request definition.
  • Ability to update multiple Incidents/Service Requests at once with the update button. This allows essentially an inline edit functionality within Remedyforce.
  • Change management schedule is a great feature as well to be able to see how changes align and what there expected start dates/times are.
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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
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BMC Software Inc.
  • The ability to monitor/regulate the volume of tickets when you integrate with your monitoring software. We have so many items that trigger alerts, creating a ticket for each is somewhat overwhelming. Would like to be able to better control when an incident should be created.
  • Being able to report on Service requests and tasks together would be nice. Right now I have to do it separately as they are in different buckets, so to speak.
  • Remedy console is an improvement from where it started but can still be a cleaner interface for a tech to be able to work out of for their day to day work.
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.
The total amount of time spent from installation to configuration for a minimal ticketing system was 2 hours. Maintenance and customization for the application can be completed with a great amount of ease. In addition having a customer portal is an added benefit that pays for itself
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Usability
Atera
In the past, we would have to remote into the endpoint to see what was causing an issue. Now we can check the portal and get a very detailed analysis of what's going on the with user's system. In addition we can run scripts and open a command prompt of the user's system without having to remote into the system and disrupt the user.
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BMC Software Inc.
No answers on this topic
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.
They care about your success.
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Implementation Rating
Atera
No answers on this topic
BMC Software Inc.
Learning industry best practices or gaining insight on them from either BMC or an implementation partner would have saved some headaches we faced after roll-out.
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Alternatives Considered
Atera
NinjaOne is a great platform but is simple overall versus Atera. Atera is so feature rich that it can be overwhelming at times but is worth the learning curve. Take time to go through the onboarding, reading the help articles, and even reaching out to support directly through the platform and you will make the most of all features.
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BMC Software Inc.
I previously worked with tools like Service Manager which were difficult to configure, administer and maintain. The support options were very limited. Remedyforce has local US support, dedicated reps, and a more developed infrastructure to work from to support an organization. This runs on the Salesforce platform so worrying about server failures and unscheduled outages was no longer going to be an issue for us. Self service, knowledge base, and change control were just a few highly utilized features that helped employees support themselves and automate very manual processes.
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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.
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BMC Software Inc.
  • Remedyforce has allowed us to eliminate other solutions that provided similar features. By now using one true ITSM we have been able to save money which in higher education is always a concern.
  • The reports and dashboards allow for a birds-eye view of our daily operations and provide managers and executives the information they need to make important cost saving decisions.
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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 Remedyforce Screenshots

Screenshot of Screenshot of