BMC Helix ITSM vs. Jamf Pro

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix ITSM
Score 7.1 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
Jamf Pro
Score 9.4 out of 10
N/A
Jamf Pro (formerly Casper Suite) is designed to automate device management for users while driving end-user productivity and creativity. According to the vendor, it is the EMM tool that delights IT pros and the users they support by delivering on the promise of unified endpoint management for Apple devices.N/A
Pricing
BMC Helix ITSMJamf Pro
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
BMC Helix ITSMJamf Pro
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details$3.33 per month per iOS device $6.25 per month per Mac Education and volume discounts available. Onboarding 3-Day for Mac + iOS: $7,500 2-Day for Mac only: $6,000 4hr Remote for iOS only: $750 Billed Annually
More Pricing Information
Features
BMC Helix ITSMJamf Pro
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix ITSM
9.9
46 Ratings
19% above category average
Jamf Pro
-
Ratings
Organize and prioritize service tickets9.945 Ratings00 Ratings
Expert directory10.032 Ratings00 Ratings
Service restoration9.940 Ratings00 Ratings
Self-service tools10.044 Ratings00 Ratings
Subscription-based notifications9.935 Ratings00 Ratings
ITSM collaboration and documentation10.044 Ratings00 Ratings
ITSM reports and dashboards9.944 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix ITSM
10.0
42 Ratings
19% above category average
Jamf Pro
-
Ratings
Configuration mangement10.039 Ratings00 Ratings
Asset management dashboard10.039 Ratings00 Ratings
Policy and contract enforcement9.932 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix ITSM
10.0
43 Ratings
17% above category average
Jamf Pro
-
Ratings
Change requests repository10.043 Ratings00 Ratings
Change calendar10.040 Ratings00 Ratings
Service-level management9.942 Ratings00 Ratings
Best Alternatives
BMC Helix ITSMJamf Pro
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
NinjaOne
NinjaOne
Score 9.2 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Cisco Meraki SM
Cisco Meraki SM
Score 9.7 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.4 out of 10
Cisco Meraki SM
Cisco Meraki SM
Score 9.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix ITSMJamf Pro
Likelihood to Recommend
9.0
(51 ratings)
10.0
(184 ratings)
Likelihood to Renew
9.0
(6 ratings)
10.0
(9 ratings)
Usability
6.5
(3 ratings)
8.0
(15 ratings)
Availability
-
(0 ratings)
9.1
(2 ratings)
Performance
-
(0 ratings)
9.1
(2 ratings)
Support Rating
8.1
(9 ratings)
8.0
(53 ratings)
In-Person Training
-
(0 ratings)
9.1
(2 ratings)
Online Training
-
(0 ratings)
9.1
(1 ratings)
Implementation Rating
6.6
(2 ratings)
8.0
(6 ratings)
Configurability
5.0
(1 ratings)
9.1
(2 ratings)
Ease of integration
-
(0 ratings)
9.1
(2 ratings)
Product Scalability
8.0
(1 ratings)
9.1
(2 ratings)
Vendor post-sale
7.0
(1 ratings)
9.1
(2 ratings)
Vendor pre-sale
8.0
(1 ratings)
9.1
(2 ratings)
User Testimonials
BMC Helix ITSMJamf Pro
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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Jamf Software, LLC
Well suited for any organization that wants to manage apple products. It's extremely easy to integrate and has many connectors for existing enterprise infrastructure applications. Certificate management is a breeze. Not so suited for smaller businesses that only have 10-20 devices. Jamf has another product called JAMF Now that would suffice for those areas.
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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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Jamf Software, LLC
  • Jamf Pro's Self Service is a great mechanism for making software available to end uses as they need it.
  • Jamf Pro is also great for creating plans called PreStage Enrollments that allow for computers to skip many of the setup screens, as well as automating account creation.
  • Jamf Pro in combination with Apple Automated Device Enrollment (formerly DEP) allows for devices to supervised and managed, this combination allows for locking, remote wipe of devices, and finding locations of devices when put into lost mode.
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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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Jamf Software, LLC
  • Training options are terrific, but costly.
  • Finding what you need in Jamf Pro can be tough at times. The interface is not what I would call friendly.
  • You'll need static credentials for Jamf Pro. They don't integrate with the Jamf Account, and it doesn't offer 2FA. SSO is an option, but it's not simple to set up.
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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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Jamf Software, LLC
We stepped away and are looking at different products that integrate with our entire fleet MDM solution rather than focusing specifically on Apple products. An all in one solution fits our needs better and is more cost-effective in the long run. Jamf Pro needs to improve some features and support but overall its a good product.
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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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Jamf Software, LLC
Jamf Pro has done pretty much anything we've needed with little setup headache. If we hit a wall, the Jamf user community and tech support departments both are more than willing to help solve problems. Tech support is excellent, but the surprising thing is the user base is by far the biggest resource. Jamf users love to help each other, by directly chatting about issues, posting best practices, or just posting info on the forums.
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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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Jamf Software, LLC
Jamf Support is very responsive and usually assists in any challenge we are tackling. They are also very transparent when they are allowed to be. I personally love our Jamf Pro support rep and don't fear messaging their support team.
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In-Person Training
BMC Software Inc.
No answers on this topic
Jamf Software, LLC
They made me more comfortable using the product.
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Online Training
BMC Software Inc.
No answers on this topic
Jamf Software, LLC
The training session was beneficial because it expanded my knowledge about Jamf products and really learn what I am capable of doing with Jamf Pro in terms of managing Apple computers and devices. Immediately after the training course, I was able to implement what I learn to our cloud instance.
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Implementation Rating
BMC Software Inc.
Satisfied because I didn't have to do it!
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Jamf Software, LLC
Migration from an existing MDM requires device wipe and reenroll for full supervision of the device. It's somewhat painful. User enrollment makes things easier, but you miss out on full management.
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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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Jamf Software, LLC
Even thought we are using this solutions for different purposes (macOS device management VS mobile device management), I think at the end Jamf Pro is more focused or aimed for macOS management, and mobile device management is just a good addition to that. Same I can tell about Ivanty, is more about iOS/Android management rather than macOS
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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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Jamf Software, LLC
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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Jamf Software, LLC
  • Jamf Pro has allowed us to minimize the time it takes to deploy devices. We can use zero-touch deployment methodologies which allow devices to go directly to end users and allow end users to get up and running without needing IT's help.
  • We have implemented both a third-party & macOS patching service, which allows us to ensure all apps and versions of macOS are updated and secure.
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ScreenShots

Jamf Pro Screenshots

Screenshot of Jamf Pro (formerly Casper Suite) Dashboard