BMC Helix ITSM vs. Icinga

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
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
Icinga
Score 7.7 out of 10
N/A
Icinga is an open source network monitoring platform. It includes automation, modularized integration packages, and prebuilt alerts and reporting capabilities.N/A
Pricing
BMC Helix ITSMIcinga
Editions & Modules
BMC Helix ITSM
Contact Sales
No answers on this topic
Offerings
Pricing Offerings
BMC Helix ITSMIcinga
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
BMC Helix ITSMIcinga
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix ITSM
8.6
92 Ratings
6% above category average
Icinga
-
Ratings
Organize and prioritize service tickets9.191 Ratings00 Ratings
Expert directory8.762 Ratings00 Ratings
Service restoration8.774 Ratings00 Ratings
Self-service tools8.783 Ratings00 Ratings
Subscription-based notifications8.365 Ratings00 Ratings
ITSM collaboration and documentation8.381 Ratings00 Ratings
ITSM reports and dashboards8.482 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix ITSM
8.5
80 Ratings
4% above category average
Icinga
-
Ratings
Configuration mangement8.877 Ratings00 Ratings
Asset management dashboard8.573 Ratings00 Ratings
Policy and contract enforcement8.157 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix ITSM
8.6
84 Ratings
3% above category average
Icinga
-
Ratings
Change requests repository8.983 Ratings00 Ratings
Change calendar8.479 Ratings00 Ratings
Service-level management8.579 Ratings00 Ratings
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BMC Helix ITSMIcinga
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Score 8.9 out of 10
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Score 9.4 out of 10
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Score 9.9 out of 10
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User Ratings
BMC Helix ITSMIcinga
Likelihood to Recommend
9.0
(99 ratings)
8.0
(7 ratings)
Likelihood to Renew
8.5
(8 ratings)
9.0
(1 ratings)
Usability
8.7
(50 ratings)
-
(0 ratings)
Support Rating
3.0
(10 ratings)
-
(0 ratings)
Online Training
6.0
(1 ratings)
-
(0 ratings)
Implementation Rating
6.6
(2 ratings)
-
(0 ratings)
Configurability
5.0
(1 ratings)
-
(0 ratings)
Product Scalability
8.0
(1 ratings)
-
(0 ratings)
Vendor post-sale
7.0
(1 ratings)
-
(0 ratings)
Vendor pre-sale
8.0
(1 ratings)
-
(0 ratings)
User Testimonials
BMC Helix ITSMIcinga
Likelihood to Recommend
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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Icinga GmbH
Icinga is a world-class monitoring system. It can be used for most general monitoring situations. It is not a silver bullet, however, and there are instances where domain-specific monitoring systems are necessary. However, the output from those monitoring systems can be funneled into Icinga as a central monitoring and alerting system.
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Pros
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.
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Icinga GmbH
  • Wealth of community-developed plugins.
  • Stable codebase.
  • Icinga 2 supports distributed monitoring.
  • Very performant, can support tens of thousands of checks per server.
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Cons
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
Icinga GmbH
  • High learning curve, setting up Icinga from scratch can be a bit of a challenge starting out.
  • If the io2db process fails you UI stops updating, which can be very frustrating.
  • There is no simple mechanism for adding new hosts and services through the web UI, it's all very config-file based.
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Likelihood to Renew
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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Icinga GmbH
Icinga is a solid solution which does everything it promises. It is backwards compatible with most Nagios instances, making the transition very easy. Once you get the hang of installing new plugins and editing configuration files expanding its monitoring capabilities are easy.
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Usability
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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Icinga GmbH
No answers on this topic
Reliability and Availability
BMC Software Inc.
for now we are satisfied. first two months 😉
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Icinga GmbH
No answers on this topic
Performance
BMC Software Inc.
could be faster. db is slower from introducing postgresql
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Icinga GmbH
No answers on this topic
Support Rating
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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Icinga GmbH
No answers on this topic
Online Training
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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Icinga GmbH
No answers on this topic
Implementation Rating
BMC Software Inc.
Satisfied because I didn't have to do it!
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Icinga GmbH
No answers on this topic
Alternatives Considered
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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Icinga GmbH
Icinga is better than Nagios because of its nicer user interface. New Relic can monitor CPU/memory and disk usage, but it's more of a performance and application troubleshooting tool rather than monitoring
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Contract Terms and Pricing Model
BMC Software Inc.
unclear. lot of for less
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Icinga GmbH
No answers on this topic
Scalability
BMC Software Inc.
Again, always room for improvement, but a very stable product none-the-less.
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Icinga GmbH
No answers on this topic
Return on Investment
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
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Icinga GmbH
  • With one check you know which applications are faulty e.g. after an upgrade. Which is big time saver
  • You easily detect outages ion the applications so that your customer ideally does not even realize there was an outage.
  • Detect if the environment does deliver the same result as in the same time as before to detect shortages.
  • Additional information when debugging. Saved us several hours where we could simply point to a database which was slow.
Read full review
ScreenShots

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.