BMC Helix Configuration Management Database (CMDB) vs. Freshservice

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix CMDB
Score 10.0 out of 10
N/A
The BMC Helix Configuration Management Database (CMDB, formerly known as Atrium CMDB) is a configuration management database.N/A
Freshservice
Score 8.6 out of 10
N/A
Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.
$29
per month per agent
Pricing
BMC Helix Configuration Management Database (CMDB)Freshservice
Editions & Modules
No answers on this topic
Starter
$29.00
per month per agent
Growth
$59.00
per month per agent
Pro
$119.00
per month per agent
Enterprise
Custom
Offerings
Pricing Offerings
BMC Helix CMDBFreshservice
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsDiscount available for annual billing.
More Pricing Information
Community Pulse
BMC Helix Configuration Management Database (CMDB)Freshservice
Features
BMC Helix Configuration Management Database (CMDB)Freshservice
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix Configuration Management Database (CMDB)
-
Ratings
Freshservice
8.2
157 Ratings
0% above category average
Organize and prioritize service tickets00 Ratings9.1157 Ratings
Expert directory00 Ratings8.2109 Ratings
Service restoration00 Ratings8.197 Ratings
Self-service tools00 Ratings8.2139 Ratings
Subscription-based notifications00 Ratings8.0114 Ratings
ITSM collaboration and documentation00 Ratings7.8130 Ratings
ITSM reports and dashboards00 Ratings8.1136 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix Configuration Management Database (CMDB)
-
Ratings
Freshservice
7.5
125 Ratings
9% below category average
Configuration mangement00 Ratings7.5117 Ratings
Asset management dashboard00 Ratings7.6122 Ratings
Policy and contract enforcement00 Ratings7.587 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix Configuration Management Database (CMDB)
-
Ratings
Freshservice
8.0
122 Ratings
6% below category average
Change requests repository00 Ratings7.8115 Ratings
Change calendar00 Ratings7.997 Ratings
Service-level management00 Ratings8.3113 Ratings
Best Alternatives
BMC Helix Configuration Management Database (CMDB)Freshservice
Small Businesses

No answers on this topic

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Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Freshservice
Freshservice
Score 8.6 out of 10
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Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
ServiceNow IT Operations Management
ServiceNow IT Operations Management
Score 8.8 out of 10
ManageEngine ServiceDesk Plus
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Score 9.4 out of 10
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User Ratings
BMC Helix Configuration Management Database (CMDB)Freshservice
Likelihood to Recommend
10.0
(7 ratings)
8.6
(158 ratings)
Likelihood to Renew
-
(0 ratings)
8.5
(10 ratings)
Usability
8.0
(1 ratings)
9.5
(14 ratings)
Availability
-
(0 ratings)
9.0
(5 ratings)
Performance
-
(0 ratings)
7.9
(6 ratings)
Support Rating
-
(0 ratings)
8.2
(122 ratings)
In-Person Training
-
(0 ratings)
7.3
(1 ratings)
Online Training
-
(0 ratings)
7.2
(3 ratings)
Implementation Rating
-
(0 ratings)
9.1
(9 ratings)
Configurability
-
(0 ratings)
8.0
(5 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
7.6
(3 ratings)
Ease of integration
-
(0 ratings)
6.6
(7 ratings)
Product Scalability
-
(0 ratings)
8.1
(6 ratings)
Professional Services
-
(0 ratings)
8.6
(4 ratings)
Vendor post-sale
-
(0 ratings)
8.3
(4 ratings)
Vendor pre-sale
-
(0 ratings)
7.1
(5 ratings)
User Testimonials
BMC Helix Configuration Management Database (CMDB)Freshservice
Likelihood to Recommend
BMC Software Inc.
Lets you run more effective CABs with accurate configuration and dependency data. Understand the impact of change on other assets applications and services. Detecting potential underlying issues [when multiple] changes are made. Provides very adaptable and highly reliable data quality and integrity engines configured through rules [to] ensure normalization, data source prioritization, and deduplication.
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Freshworks Inc
The constant level of improvement is well suited for organizations that are on a similar path. There is great support from account managers, technical resources, documentation and other programs. The UI is intuitive, the system is easy to learn and navigate.
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Pros
BMC Software Inc.
  • Incredible with cloud migration of servers.
  • Efficient with getting audit reports on systems.
  • Terrific with compliance management.
  • Fabulous with optimization of business operations.
Read full review
Freshworks Inc
  • Asset Management Module: The features I like most in this module are the discovery agent software, which allows us to collect device information without manual intervention, and the simplicity and robustness of the module itself.
  • Service Catalog: This feature allows us to create forms tailored to specific service requests based on group requirements. The ability to customize forms greatly helps both us and our end-users provide the necessary information to fulfill their requests.
  • Workflow Automator and Business Rules: These two allow us to have some automation in place, eliminating some of the manual steps and decreasing the number of human errors that may happen due to manual changes.
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Cons
BMC Software Inc.
  • The best IT services management that helps to increase overall service management does deliver business value.
  • Great change manager.
  • Service desk agent.
Read full review
Freshworks Inc
  • Workflow management is hard to troubleshoot
  • Some default fields can't be changed
  • FAQ has no history
  • Work flow management can't be managed via API or a command line
  • Service Requests and contracts have no possibilities to choose how pricing will be calculated, like per month, per user, per year, per lifetime...
  • Automatic backup of assets and FAQ is not possible
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Likelihood to Renew
BMC Software Inc.
No answers on this topic
Freshworks Inc
We are pretty invested in Freshservice right now and have integrated it pretty heavily into our environment, so it would be hard to move away from it. For the most part, we are happy with Freshservice and the ease of use it gives us in managing tickets through the system. The only complaint we've had is customer service.
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Usability
BMC Software Inc.
Once you have an understanding of the many use cases that this software can meet, you will be able to tightly integrate this into a ticketing system which increases the ROI of the product tremendously.
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Freshworks Inc
Easy to navigate and use GUI. We have many infrastructure team members from various departments using Freshservice and their on-boarding and training was very straightforward and we have not received much, if any negative feedback from non-technology users in regards to overall usability, interface or functionality.
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Reliability and Availability
BMC Software Inc.
No answers on this topic
Freshworks Inc
Downtime is minimal (it does happen but not often)
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Performance
BMC Software Inc.
No answers on this topic
Freshworks Inc
Most reports are quick, however, it can take some time for emailed exports to come via email. It would be helpful to have the exports live in the system rather than having to wait on emails.
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Support Rating
BMC Software Inc.
No answers on this topic
Freshworks Inc
The support experience has been a bit hit and miss. While it's always quick to get in touch with someone, when it comes to more complex issues, like one we encountered, Freshservice was unable to provide a solution despite the extensive troubleshooting we did on our end. Additionally, the AI chatbot has occasionally provided incorrect answers. However, for simpler queries, the support has been excellent and responsive.
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In-Person Training
BMC Software Inc.
No answers on this topic
Freshworks Inc
Training was enough to use the base website
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Online Training
BMC Software Inc.
No answers on this topic
Freshworks Inc
Their documentation is pretty good, but only available in English. This makes it difficult for some of our users to understand. There are also some basic video courses available.
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Implementation Rating
BMC Software Inc.
No answers on this topic
Freshworks Inc
Use case and requirements have to be very specific. Each business is different so it's very important to be as clear as possible with your initial requirements when communicating with the on-boarding/implementation team.
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Alternatives Considered
BMC Software Inc.
I didn't even know there was competion with BMC Atrium CMDB. I have been in the tech industry for sixteen plus years and I have never seen another product accomplish the task that BMC Atrium CMDB performs on a daily basis. Also BMC Atrium CMDB has been around longer than anyother product which means it has been tested over time.
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Freshworks Inc
Customization of FreshService was so much easier than ChangeGear. Creating forms for end-users was difficult and didn't always work the way we wanted. The nail in the coffin was when we had a support call set up, and the IT Director was on the phone waiting, but no one joined the call. I can't speak on what the product is today, but it was JAVA-heavy, and everything was manually updated.
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Contract Terms and Pricing Model
BMC Software Inc.
No answers on this topic
Freshworks Inc
Was not able to update us proactively about our renewal causing lost of access
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Scalability
BMC Software Inc.
No answers on this topic
Freshworks Inc
The software is very scalable from a small to mid sized team. The features have seemed to scale exceptionally well.
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Professional Services
BMC Software Inc.
No answers on this topic
Freshworks Inc
We did not have professional services.
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Return on Investment
BMC Software Inc.
  • Moving towards a fully chargeback model would help non-IT departments help curb their spend. However, a company needs to be fully mature in order to do this. Without an iron tight process, the CMDB will be quickly filled with garbage. It'll require experienced asset admins to continuously monitor the system.
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Freshworks Inc
  • We had no ticketing system at all so we had no idea of the workload, we now do
  • We have been able to go from nothing to seeing workload to identifying areas for improvement by having the metrics
  • We have lowered MTTR every month since turning on fresh service
  • We have increased 1st all resolution every month
  • We have been able to start talking about real SLA's with the business
Read full review
ScreenShots

Freshservice Screenshots

Screenshot of Android App SupportScreenshot of Asset ManagementScreenshot of Project ManagementScreenshot of Asset ManagementScreenshot of Change ManagementScreenshot of Project Management