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.
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IBM Apptio
Score8.5 out of 10
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The IBM Apptio platform is a technology business management solution that enables organizations to make better decisions about technology investments. It connects technology spend to business value so organizations can adapt to changing market conditions.
BMC Helix ITSM fits our environment particularly well, where standardized, auditable processes are already in place: Incident and Problem Management can be structured cleanly, with clear ownership, escalations, and fully traceable documentation—crucial in a highly regulated banking context. Through the customer platform/portal, users can log incidents and requests consistently, track their status transparently, and use a single central communication channel across service boundaries. This supports a service-oriented setup spanning multiple business services and locations. It becomes less suitable—or at least more effort-intensive—when core foundation data is not yet stable: an immature CMDB, insufficient ITAM data quality, and an unstructured knowledge base limit the value of automation and self-service. In addition, heterogeneous integrations and strict authorization models can increase implementation and ongoing maintenance efforts, especially when SLAs are not harmonized across different customer environments.
We use IBM Apptio exclusively for application TCO reporting. It compiles data from different sources then export to Excel to customize report for the user. Our intention is to start a TCO dashboard within IBM Apptio, so Excel is no longer required and leadership can drill down. We are also trying to fully automate our cloud billing.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
AI drive incident correlation leading to identifying problems and major incidents quickly.
Digital Workplace gives end-users a modern and personalized UI to submit requests, monitor service health, and receive self-help.
As an enterprise ITSM, it is critical that Request, Incident, Problem, Asset, and Change Management are integrated and flow together. BMC Helix is built on this principle.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Does very well at handling complex allocations and automation. Also great at bringing in data automatically, manipulating that data, and allowing you to feed that data into a complex model. So all the behind-the-scenes stuff works really well. It's also pretty good at visualization. It has some similar capabilities like a Power BI and Tableau, but generally provides most of the visualization technology that somebody would need with the tool.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Service Level management configs can be lengthy, and when changes are needed to specific SLA, it does take a long time to configure. Templates work but only for certain things, lots of manual work is still required.
The Online product documentation can be confusing or in same cases not correct.
BMC products are sometimes expensive. When partners try to resell licenses or increase their own allotment, it becomes very expensive.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
For Validation purpose, if possible, enable the JavaScript code so we can the hide the Tab based on current period and more validation we can perform on client side.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We absolutely love it at the State of Kansas. It is very user-friendly, which helps us explain the information to those who are not as into the budgets. We consult out with Marysville, and they are super helpful in helping us with the behind the scenes stuff, like creating new tabs and uploading the reports for us to filter through. It is very simple to use and that helps us be able to teach others in our department how to use it properly.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Overall the product enhances the capability of incident management, problem management and change management. The AI based framework helps generated better visibility and reports. The effectiveness of enhanced service desk suuport improves end user experience as the incidents are handled well in time and aged incidents are highlighted at the right time.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We use this currently where I work and we have the consultant Maryville helping us with our Apptio reports and data. I originally used Apptio a few years back and since then I have switched employment, and I was able to talk to the leadership team about what we did at my previous job, and now we are building the reports here at my new place of employment
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
I have not been directly involved with the post sales support team. However, that team has provided training materials and recommended practices that have been very helpful in coming up to speed on how to more fully use the product. My understanding from both vendor management and our upline stakeholders is that our relationship with Apptio is strong.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
I believe Remedy's performance and market share exceeds its competitors. But it is worth mentioning that Microsoft's SCCM has excellent integration with Microsoft enterprise solutions and has is less expensive and not efficient. The IBM solution has better analytics but lacks the wide features and capabilities of Remedy. HP & CA are the real competitors for Remedy but lacks the stability, maturity, and effectiveness in Remedy
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
So we've used Proven Optics, which is an add-on to ServiceNow. Well at least use it with certain customers and Nicus. Nicus is probably the biggest competitor of Apptio. The trouble with Nicus is their SQL-based ingestion process. It's a little bit more difficult. So the reason why you'd go with Apptio is that it's very easy and very intuitive to bring in new data sources and being able to model a lot of the data once it's already in the system doesn't require a lot of coding experience.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Positive: an introduction to ITIL and viewing Asset, User Management from the perspective of ITIL, and how BMC has implemented those processes
Negative: The development team needs to communicate better with the sales and support side, and they need offer an open API
Negative: Currently the Asset Management side has little security and validation of Asset input: anyone can make API (mostly), at any item, which is a problem that I am apart of solving.
The UX needs updating, badly. Its quality is poor: it functions, but it is cumbersome, click-heavy and requires several hours to understand how to function with it. Also, it needs to ditch IE11 support, altogether.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
