167 Ratings
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Score 7.1 out of 100
21 Ratings
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Score 8.1 out of 100

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 | TrustRadius Reviewer

KACE Systems Management Appliance

I think it has added value for any organization. It reduced our Tech Support cost by:-Supporting users anywhere-Reducing users downtime as well keep them informed with the status of their tickets-Managing software and hardware actively-Processing automation-deploy mass software installs, patching or updates- Provide approved software's to users to install without IT help
Thayer Ramahi | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

BMC Helix ITSM (Remedy)
8.2
KACE Systems Management Appliance
Organize and prioritize service tickets
BMC Helix ITSM (Remedy)
9.2
KACE Systems Management Appliance
Expert directory
BMC Helix ITSM (Remedy)
7.5
KACE Systems Management Appliance
Service restoration
BMC Helix ITSM (Remedy)
9.2
KACE Systems Management Appliance
Self-service tools
BMC Helix ITSM (Remedy)
8.0
KACE Systems Management Appliance
Subscription-based notifications
BMC Helix ITSM (Remedy)
7.7
KACE Systems Management Appliance
ITSM collaboration and documentation
BMC Helix ITSM (Remedy)
7.3
KACE Systems Management Appliance
ITSM reports and dashboards
BMC Helix ITSM (Remedy)
8.1
KACE Systems Management Appliance

ITSM asset management

BMC Helix ITSM (Remedy)
8.0
KACE Systems Management Appliance
Configuration mangement
BMC Helix ITSM (Remedy)
8.4
KACE Systems Management Appliance
Asset management dashboard
BMC Helix ITSM (Remedy)
8.2
KACE Systems Management Appliance
Policy and contract enforcement
BMC Helix ITSM (Remedy)
7.4
KACE Systems Management Appliance

Change management

BMC Helix ITSM (Remedy)
8.7
KACE Systems Management Appliance
Change requests repository
BMC Helix ITSM (Remedy)
8.8
KACE Systems Management Appliance
Change calendar
BMC Helix ITSM (Remedy)
8.8
KACE Systems Management Appliance
Service-level management
BMC Helix ITSM (Remedy)
8.4
KACE Systems Management Appliance

IT Asset Management

BMC Helix ITSM (Remedy)
KACE Systems Management Appliance
8.8
Software and hardware inventory tracking
BMC Helix ITSM (Remedy)
KACE Systems Management Appliance
8.9
License management
BMC Helix ITSM (Remedy)
KACE Systems Management Appliance
8.7
Asset lifecycle monitoring
BMC Helix ITSM (Remedy)
KACE Systems Management Appliance
8.9
Contract management
BMC Helix ITSM (Remedy)
KACE Systems Management Appliance
8.5
Asset relationship management
BMC Helix ITSM (Remedy)
KACE Systems Management Appliance
9.3

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
Anonymous | TrustRadius Reviewer

KACE Systems Management Appliance

  • Inventory: KACE provides a ton of hardware and software inventory information that is easy to search, filter, and export. This is critical when we need to find the answers to questions about how many of such and such we have in our fleet.
  • Patch Management: We were using WSUS before and it was altogether too cumbersome. KACE has given us the power, flexibility, and verification we need to feel comfortable our patches are up-to-date.
  • Service Queue: We made KACE our help desk system and it does everything we need it to do. Great improvement over our old system.
Jeff Nickles | TrustRadius Reviewer

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
Anonymous | TrustRadius Reviewer

KACE Systems Management Appliance

  • The KACE SMA needs a better way to handle different roles in the software so certain users can access or administrate certain parts of the software, but not the entire software installation.
  • The KACE SMA could improve the ticketing process of projects. The aspects of the title and some information do not always flow down from the parent ticket to its child tickets.
  • The KACE SMA could improve the UI of the software with the addition of different CSS color schemes.
Andy Anschutz | TrustRadius Reviewer

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 | TrustRadius Reviewer

KACE Systems Management Appliance

No score
No answers yet
No answers on this topic

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 | TrustRadius Reviewer

KACE Systems Management Appliance

KACE Systems Management Appliance 8.6
Based on 3 answers
Overall, the software is simple to understand and use. That said, most vendors have been slowly updating their user interfaces to HTML5 so that they have a clean updated look and feel. This is where KACE falls short in that the UI is great for a packaged software 10 years ago. This isn't a major limitation as the software is really meant primarily for technology users.
Anonymous | TrustRadius Reviewer

Support Rating

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 7.9
Based on 12 answers
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.
Anonymous | TrustRadius Reviewer

KACE Systems Management Appliance

KACE Systems Management Appliance 7.9
Based on 6 answers
KACE does exactly what you need it to do, it maintains your computer environment. You can set patch schedules, inventory computers, setup software catalogs; basically everything you need to ensure the computers on your network are being actively managed. This is all with little need for constant configuration or updating the setup.
Anonymous | TrustRadius Reviewer

Implementation Rating

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 | TrustRadius Reviewer

KACE Systems Management Appliance

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 | TrustRadius Reviewer

KACE Systems Management Appliance

We have selected this software because it rolls several different systems into one. We have a helpdesk system with this and an asset and inventory management system as well. We pay one price for the whole system instead of paying multiple companies different amounts that would have totaled more than we pay for the single system.
Anonymous | TrustRadius Reviewer

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 | TrustRadius Reviewer

KACE Systems Management Appliance

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; | TrustRadius Reviewer

KACE Systems Management Appliance

  • KACE has saved us from having to spend several days of employee hours in crafting DVDs and duplicating them (100+ DVDs)
  • KACE has saved us on the postage required to send out those DVDs for every update (monthly) to all of our customers electronically
Anonymous | TrustRadius Reviewer

Pricing Details

BMC Helix ITSM (Remedy)

General

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

KACE Systems Management Appliance

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)
8.2
KACE Systems Management Appliance
8.3

Likelihood to Renew

BMC Helix ITSM (Remedy)
9.0
KACE Systems Management Appliance

Usability

BMC Helix ITSM (Remedy)
6.5
KACE Systems Management Appliance
8.6

Support Rating

BMC Helix ITSM (Remedy)
7.9
KACE Systems Management Appliance
7.9

Implementation Rating

BMC Helix ITSM (Remedy)
6.6
KACE Systems Management Appliance

Scalability

BMC Helix ITSM (Remedy)
8.0
KACE Systems Management Appliance

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