BMC Helix ITSM (Remedy) vs. InvGate Insight

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix ITSM (Remedy)
Score 7.2 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
InvGate Insight
Score 10.0 out of 10
N/A
InvGate Insight provides tools to create a unified inventory of all network-connected IT assets, including physical, virtual, and cloud assets on the same platform. Insight is available both as a cloud service or as an on premise installation. Its capabilities include a CMDB builder, health monitoring through smart tags, IT security and compliance, contract management, and other features to help gain better control and visibility over the IT ecosystem.N/A
Pricing
BMC Helix ITSM (Remedy)InvGate Insight
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
BMC Helix ITSM (Remedy)InvGate Insight
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Features
BMC Helix ITSM (Remedy)InvGate Insight
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix ITSM (Remedy)
7.5
45 Ratings
8% below category average
InvGate Insight
-
Ratings
Organize and prioritize service tickets7.544 Ratings00 Ratings
Expert directory7.931 Ratings00 Ratings
Service restoration7.039 Ratings00 Ratings
Self-service tools8.943 Ratings00 Ratings
Subscription-based notifications7.034 Ratings00 Ratings
ITSM collaboration and documentation8.143 Ratings00 Ratings
ITSM reports and dashboards6.343 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix ITSM (Remedy)
8.6
41 Ratings
5% above category average
InvGate Insight
-
Ratings
Configuration mangement9.138 Ratings00 Ratings
Asset management dashboard8.938 Ratings00 Ratings
Policy and contract enforcement7.731 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix ITSM (Remedy)
7.7
42 Ratings
8% below category average
InvGate Insight
-
Ratings
Change requests repository7.942 Ratings00 Ratings
Change calendar8.139 Ratings00 Ratings
Service-level management7.241 Ratings00 Ratings
IT Asset Management
Comparison of IT Asset Management features of Product A and Product B
BMC Helix ITSM (Remedy)
-
Ratings
InvGate Insight
10.0
1 Ratings
28% above category average
Software and hardware inventory tracking00 Ratings10.01 Ratings
License management00 Ratings10.01 Ratings
Asset lifecycle monitoring00 Ratings10.01 Ratings
Contract management00 Ratings10.01 Ratings
Asset relationship management00 Ratings10.01 Ratings
Best Alternatives
BMC Helix ITSM (Remedy)InvGate Insight
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Agiloft Flexible Service Desk Suite
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Score 9.0 out of 10
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Score 8.4 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
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Score 9.0 out of 10
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Score 9.1 out of 10
Enterprises
ManageEngine ServiceDesk Plus
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Score 9.1 out of 10
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Score 9.1 out of 10
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User Ratings
BMC Helix ITSM (Remedy)InvGate Insight
Likelihood to Recommend
7.3
(50 ratings)
10.0
(1 ratings)
Likelihood to Renew
9.0
(6 ratings)
-
(0 ratings)
Usability
6.5
(3 ratings)
-
(0 ratings)
Support Rating
8.1
(9 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 ITSM (Remedy)InvGate Insight
Likelihood to Recommend
BMC Software Inc.
Large complex organisation, with complex technology that needs to manage Technology Services. It is very flexible and able to manage a large complex environment but the knowledge required to set this up correctly (foundation data and configuration) is the key factor for success. It can integrate with many other systems and tools and integrate data from many sources - whether that be AWS cloud, or an on premises bespoke system. I would not recommend for a Small Organisation without the resources to set up and maintain the underlying foundation data and configuration.
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InvGate
Improve general IT operations through workflow, automation, knowledge base, self-service, and advanced analytic capabilities. Has a self-service portal that gives customers and end-users a better service experience, allowing them to create and [track] incidents and solutions. Incident, problem, and change management. Assets and software management. Very effective business Insights.
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Pros
BMC Software Inc.
  • Integration with monitoring software like SolarWinds. where Remedy can transform notifications to work orders and assign to respective teams.
  • Detailed Customization capability to fit the exact needs of the organization.
  • Change management calendar, which integrates change orders from all organization departments and facilitates the scheduling process of project managers.
  • It can be offered as a cloud-based service, where you don't need to worry about server maintenance or database backup.
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InvGate
  • Self service portal.
  • Streamlined IT support.
  • Consolidate IT inventory data.
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Cons
BMC Software Inc.
  • The interface (ironically). My company has made an attempt to replace the "classic" Remedy interface with some more functional, modern, but Remedy set to a particular look and feel (and consequently, functionality)
  • The API is hidden from the user: There exists an API for Remedy, that would make my job TONS easier, as I like to perform actions on Remedy in bulk (and therefore - programmatically). Exposing a user API is very much mainstream these days, so Remedy relying on its interface to perform ITIL is very limiting
  • By extension- the result of Remedy's interface is that it becomes very "click-happy": little buttons, and links stuffed into every corner of the screen, with options API logically together. API is old, but it still feels very rushed.
  • The primary tool for most of my ITIL operations is: searching. API of searching goes into finding assets, checking in equipment, finding users, tickets, etc. What Remedy could very much benefit from a "Google" -like interface
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InvGate
  • Manage asset inventory.
  • Best ITSM solution.
  • Ticketing.
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Likelihood to Renew
BMC Software Inc.
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.
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InvGate
No answers on this topic
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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InvGate
No answers on this topic
Support Rating
BMC Software Inc.
The support is good in overall resolving the issues and even in the deployment phase. We are able to use it in production without any trained in-house engineer as the support team gets the job done. We can say that experts completed the deployment for us, and now it is functional.
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InvGate
No answers on this topic
Implementation Rating
BMC Software Inc.
Satisfied because I didn't have to do it!
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InvGate
No answers on this topic
Alternatives Considered
BMC Software Inc.
The decision to select BMC Remedy was made prior to my employment. We did conduct an RFC process for a new ITSM platform and BMC was considered but not selected. We looked at several platforms and ended up choosing Ivanti Service Desk (previously LANDESK) due to the features, ease of customization and price.
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InvGate
Offers support for the whole assets lifecycle. Use of key internal controls at various stages of asset lifecycle to ensure that business operations and reputation, and employee and customer health and data are not unnecessarily put at risk. InvGate assets help organizations to ensure that corporate and industry governance requirements related to IT assets and their use are adhered to.
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Scalability
BMC Software Inc.
Again, always room for improvement, but a very stable product none-the-less.
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InvGate
No answers on this topic
Return on Investment
BMC Software Inc.
  • When I was in Management discussion calls, and all the team is happy while using BMC Remedy so I don't find any specific negative impact on our organization.
  • I really enjoy Smart IT as the tool of choice for our incident management team.
  • Visibility of tickets is key. All support staff users can see tickets in consoles they have access to.
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InvGate
  • Better cost management and decision making.
  • Improved IT Support capabilities and operations.
  • Better risk management.
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ScreenShots

InvGate Insight Screenshots

Screenshot of CMDBScreenshot of Custom FieldsScreenshot of DashboardScreenshot of Inventory ExplorerScreenshot of User Management