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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ManageEngine Endpoint Central
Score 9.1 out of 10
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Desktop Central from ManageEngine is a client desktop management with patching, remote control, and configuration.
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.
If an organization seeks an asset management tool with features like asset inventory, software inventory, and hardware inventory, ManageEngine Endpoint Central is a suitable choice. However, if the requirement extends to replacing tools such as a service desk, ManageEngine Endpoint Central may not fulfill this need. While it excels in asset management capabilities, it lacks the functionality to serve as a comprehensive service desk replacement, making it essential to evaluate specific requirements before selection.
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.
product support - the technicians at ManageEngine Endpoint Central are very knowledgeable when it comes to the system- I have never had an issue not fixed promptly by them
The OS deployment tool saves us a significant amount of time and man hours in deploying machines- from manual setups taking 1-2 hours to complete per device, to 6 minutes each, is all the proof you need
Being able to remotely and silently install packages of software e.g Foxit PDF viewer, means we can instantly give hundreds or even thousands of machines a piece of software that before using EC, would have taken weeks to do, even with multiple technicians
The tables for the query reports could be catalogued online so we can more easily write out own query reports, without needing to contact support.
Linux and MacOS application patching needs improvement.
The API needs some more data we can retrieve, e.g. allow us to query all Custom Groups, which devices are in the groups, and which patching policies apply to those groups
The patching could use a calendar-style view, showing which devices or groups are due to patch on which days
ManageEngine is considered an excellent product due to its comprehensive suite of solutions for IT management, with ManageEngine Endpoint Central specifically excelling in endpoint management. The platform stands out for its user-friendly interface, robust features, and versatility in addressing diverse IT needs. It offers organizations a centralized solution for endpoint security, patch management, software deployment, and asset management
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.
The user interface is clear and well organised. Having spent over 3 years using this, I can find anything I need and this assists me in my role. One feature that I use a lot is deployment policies. This helps me pick a more precise time to install patches. I struggle to do this in Intune.
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.
The local distributor of the product is always available, however most support is received within an hour from India. We've had complex requirements and the support team went so far as to customize their mobile application to suit our unique needs. We honestly can't complain about any support we've received and it's always been very quick.
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
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.
ManageEngine Endpoint Central has a lot more features like remote connection and patching and perfomed better for us in testing compared to other software. Endpoint Central does cost a lot of money but if you utilise all the features is it good value for money. It does the job of multiple pieces of software.
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
Our security posture is easy to see and act upon as you have a single place to look at all machines vulnerabilities. This helps us when it comes to security audits as we are able to demonstrate the value of the application.
Remote support is inbuilt and easy to use as you can just hop onto any agented machine and control it directly without asking for codes or getting people to visit a specific website.
We were able to mass install various applications to client machines over the years and the time and cost saved by not having to visit remote machines in different countries has proved invaluable.
