What users are saying about
149 Ratings
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Score 7.7 out of 101
39 Ratings
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Score 6.4 out of 101

Likelihood to Recommend

BMC Helix ITSM (Remedy)

The BMC remedy perfectly fits the need of an IT department following the ITIL service management standards in any industry. It can also be used in facilities management and operations management. I do not recommend it for managing banking and financial institution operations or supply chain and logistics operations.I have personally used it at 2 different large scale IT departments operating in the higher education sector.
Timothy Sawah profile photo

CA Service Desk Manager

It is a suitable tool for a large organization with extensive user needs. It is not for a small shop as it may be over-engineered for smaller organizations that don't have teams that can manage a solution of this size. It does have some significant hardware and configuration needs, but that should not deter customers from deploying it in-house. I've seen it deployed in the cloud as well as in-house; the downside to deploying it as a hosted solution is you're forever at the mercy of the vendor for customizations, and they cost an arm and a leg. The simplest things take a long time and cost much more money than necessary, so you can't truly get a custom solution and end up with mostly vanilla services (unless you have very deep pockets.)
No photo available

Feature Rating Comparison

Incident and problem management

BMC Helix ITSM (Remedy)
8.0
CA Service Desk Manager
8.6
Organize and prioritize service tickets
BMC Helix ITSM (Remedy)
8.8
CA Service Desk Manager
9.7
Expert directory
BMC Helix ITSM (Remedy)
8.5
CA Service Desk Manager
8.7
Service restoration
BMC Helix ITSM (Remedy)
8.0
CA Service Desk Manager
8.4
Self-service tools
BMC Helix ITSM (Remedy)
7.7
CA Service Desk Manager
8.6
Subscription-based notifications
BMC Helix ITSM (Remedy)
7.4
CA Service Desk Manager
7.9
ITSM collaboration and documentation
BMC Helix ITSM (Remedy)
7.8
CA Service Desk Manager
9.7
ITSM reports and dashboards
BMC Helix ITSM (Remedy)
8.0
CA Service Desk Manager
7.5

ITSM asset management

BMC Helix ITSM (Remedy)
8.0
CA Service Desk Manager
9.2
Configuration mangement
BMC Helix ITSM (Remedy)
8.6
CA Service Desk Manager
9.7
Asset management dashboard
BMC Helix ITSM (Remedy)
8.1
CA Service Desk Manager
10.0
Policy and contract enforcement
BMC Helix ITSM (Remedy)
7.4
CA Service Desk Manager
8.0

Change management

BMC Helix ITSM (Remedy)
8.3
CA Service Desk Manager
9.1
Change requests repository
BMC Helix ITSM (Remedy)
8.1
CA Service Desk Manager
9.0
Change calendar
BMC Helix ITSM (Remedy)
8.5
CA Service Desk Manager
8.6
Service-level management
BMC Helix ITSM (Remedy)
8.2
CA Service Desk Manager
9.5

Pros

BMC Helix ITSM (Remedy)

  • Remedy is great for housing much of the ITIL process in one System: if you want a complete package with every bell and every whistle, Remedy is for you
  • Remedy breaks down the functions of ITIL into "consoles": separate areas of the System, that allow one to focus on Changes, Incidents, Assets, etc
  • The interface is VERY compatible with legacy web browser tech: The last surviving member of the browser wars is still the favorite for remedy users: IE 11
No photo available

CA Service Desk Manager

  • A large community where, if help is needed, is usually very helpful and quick to respond.
  • Various sites with good information on various issues. If you have a problem, there's a good chance some else already had it and documented it.
  • Fairly easy installation of the product if recommendations are followed and prep-work is done.
No photo available

Cons

BMC Helix ITSM (Remedy)

  • Expandability is limited and once you make certain customizations the upgrade process can become difficult or impossible
  • Relationships between Configuration Items and Changes is clunky and difficult to setup/maintain
  • Service Desk functionality is not as robust as other tools and does not allow for easy configurations/customizations
No photo available

CA Service Desk Manager

  • The right-click feature is disabled in this application and users are unable to copy and paste with mouse or touchpad.
  • The application also freezes quite a bit and a user will have to quite often close and reopen browser to get it functioning properly.
Jamedith Pewu profile photo

Likelihood to Renew

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 9.0
Based on 5 answers
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.
Shayne Froelich profile photo

CA Service Desk Manager

CA Service Desk Manager 4.1
Based on 6 answers
While the concepts of Service Desk and EITM were solid. The user interface, tool capabilities, and integrations fell behind the rest of the industry. Too often it seemed like CA bought and rebranded products without fully integrated them with their other products. It was a coat of paint, without the parts under the hood being updated. The overhead for administration was too high and the reporting capabilities were absolutely amongst the worst I've seen.
Curt Melancon, CBAP, ITIL, CSSGB profile photo

Usability

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 6.5
Based on 3 answers
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.
Lee Cullom profile photo

CA Service Desk Manager

No score
No answers yet
No answers on this topic

Support

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 6.5
Based on 6 answers
As with any BMC product, to get to the competent people in their support, you need to get though the L1 support. This can be tricky and may take time. Once you are dealing with the L2, you are in the good hands. As for the product releases - the product management is listening to the market trends and customer feedback. The new features are being added reasonably fast.
No photo available

CA Service Desk Manager

No score
No answers yet
No answers on this topic

Implementation

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 6.6
Based on 2 answers
Satisfied because I didn't have to do it!
Travis Sirmon profile photo

CA Service Desk Manager

No score
No answers yet
No answers on this topic

Alternatives Considered

BMC Helix ITSM (Remedy)

I used Salesforce case Management system which is a powerful tool where we can automate many things that we can't do in BMC Remedy. I do suggest to introduce Escalation Management system within BMC remedy so that most of the clients might utilize. I haven't used any other tools which will track the incidents or tickets.
Mallesh Kanakam profile photo

CA Service Desk Manager

We are too integrated with CA Service Desk Manager to disassociate anytime soon. We found the more we used the product the more we needed to customize it in order to better integrate with our business processes. There are other alternatives that have many built-in features that had we have foreseen our future requirements... would have chosen ServiceNow or Remedy as our "go-to" ticketing product.
No photo available

Scalability

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 8.0
Based on 1 answer
Again, always room for improvement, but a very stable product none-the-less.
Travis Sirmon profile photo

CA Service Desk Manager

No score
No answers yet
No answers on this topic

Return on Investment

BMC Helix ITSM (Remedy)

  • Identifying trends quickly is a big deal and gets people back to work quickly.
  • The identifying trends is a big deal but it's useless if you do not have the capability to notify support staff. BMC/Remedy/ITSM has a very reliable notification system and is very customization.
  • The fact that BMC/Remedy/ITSM is customized for every need and is able to create standalone applications, helps ROI.
  • I have seen companies and the government spend millions of dollars on applications for very specify jobs, that BMC/Remedy/ITSM could do by customizing ITSM or creating a standalone Remedy application at a fraction of the cost. Plus there is no need to pay for support for the other application.
Martin Rockwell &quot;Rocky&quot; profile photo

CA Service Desk Manager

  • Having CA Service Desk Manager within the company has increased the satisfaction of customer service from 68% to 95%. Teams are getting better customer survey scores and making better efforts to meet their SLAs.
  • CA Mobile app has provided agility and collaboration among IT Users and Customers.
Farooq Hussain profile photo

Pricing Details

BMC Helix ITSM (Remedy)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

CA Service Desk Manager

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

BMC Helix ITSM (Remedy)
8.3
CA Service Desk Manager
9.0

Likelihood to Renew

BMC Helix ITSM (Remedy)
9.0
CA Service Desk Manager
4.1

Usability

BMC Helix ITSM (Remedy)
6.5
CA Service Desk Manager

Support

BMC Helix ITSM (Remedy)
6.5
CA Service Desk Manager

Implementation

BMC Helix ITSM (Remedy)
6.6
CA Service Desk Manager

Scalability

BMC Helix ITSM (Remedy)
8.0
CA Service Desk Manager

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