BMC Helix ITSM (Remedy) vs. Microsoft Dynamics 365

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix ITSM (Remedy)
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
Microsoft Dynamics 365
Score 7.8 out of 10
N/A
Microsoft Dynamics 365 is a CRM providing sales, marketing, and service functionality. It is offered as SaaS and on-premise. Dynamics 365 is part of the larger Dynamics suite of business intelligence and ERP products.
$44
per month
Pricing
BMC Helix ITSM (Remedy)Microsoft Dynamics 365
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
BMC Helix ITSM (Remedy)Microsoft Dynamics 365
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
BMC Helix ITSM (Remedy)Microsoft Dynamics 365
Top Pros
Top Cons
Features
BMC Helix ITSM (Remedy)Microsoft Dynamics 365
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
Microsoft Dynamics 365
-
Ratings
Organize and prioritize service tickets7.544 Ratings00 Ratings
Expert directory7.931 Ratings00 Ratings
Service restoration6.939 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
4% above category average
Microsoft Dynamics 365
-
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
9% below category average
Microsoft Dynamics 365
-
Ratings
Change requests repository7.942 Ratings00 Ratings
Change calendar8.139 Ratings00 Ratings
Service-level management7.141 Ratings00 Ratings
Sales Force Automation
Comparison of Sales Force Automation features of Product A and Product B
BMC Helix ITSM (Remedy)
-
Ratings
Microsoft Dynamics 365
8.0
70 Ratings
4% above category average
Customer data management / contact management00 Ratings8.469 Ratings
Workflow management00 Ratings7.567 Ratings
Territory management00 Ratings8.151 Ratings
Opportunity management00 Ratings8.363 Ratings
Integration with email client (e.g., Outlook or Gmail)00 Ratings7.966 Ratings
Contract management00 Ratings8.352 Ratings
Quote & order management00 Ratings8.348 Ratings
Interaction tracking00 Ratings7.660 Ratings
Channel / partner relationship management00 Ratings7.851 Ratings
Customer Service & Support
Comparison of Customer Service & Support features of Product A and Product B
BMC Helix ITSM (Remedy)
-
Ratings
Microsoft Dynamics 365
7.4
55 Ratings
1% below category average
Case management00 Ratings7.951 Ratings
Call center management00 Ratings8.045 Ratings
Help desk management00 Ratings6.249 Ratings
Marketing Automation
Comparison of Marketing Automation features of Product A and Product B
BMC Helix ITSM (Remedy)
-
Ratings
Microsoft Dynamics 365
7.9
67 Ratings
5% above category average
Lead management00 Ratings8.361 Ratings
Email marketing00 Ratings7.562 Ratings
CRM Project Management
Comparison of CRM Project Management features of Product A and Product B
BMC Helix ITSM (Remedy)
-
Ratings
Microsoft Dynamics 365
7.9
64 Ratings
4% above category average
Task management00 Ratings7.759 Ratings
Billing and invoicing management00 Ratings7.844 Ratings
Reporting00 Ratings8.353 Ratings
CRM Reporting & Analytics
Comparison of CRM Reporting & Analytics features of Product A and Product B
BMC Helix ITSM (Remedy)
-
Ratings
Microsoft Dynamics 365
8.7
65 Ratings
14% above category average
Forecasting00 Ratings8.755 Ratings
Pipeline visualization00 Ratings9.161 Ratings
Customizable reports00 Ratings8.364 Ratings
Customization
Comparison of Customization features of Product A and Product B
BMC Helix ITSM (Remedy)
-
Ratings
Microsoft Dynamics 365
8.2
67 Ratings
8% above category average
Custom fields00 Ratings8.266 Ratings
Custom objects00 Ratings8.461 Ratings
Scripting environment00 Ratings8.248 Ratings
API for custom integration00 Ratings7.852 Ratings
Security
Comparison of Security features of Product A and Product B
BMC Helix ITSM (Remedy)
-
Ratings
Microsoft Dynamics 365
8.2
62 Ratings
1% below category average
Single sign-on capability00 Ratings8.656 Ratings
Role-based user permissions00 Ratings7.857 Ratings
Social CRM
Comparison of Social CRM features of Product A and Product B
BMC Helix ITSM (Remedy)
-
Ratings
Microsoft Dynamics 365
8.0
37 Ratings
10% above category average
Social data00 Ratings8.336 Ratings
Social engagement00 Ratings7.837 Ratings
Integrations with 3rd-party Software
Comparison of Integrations with 3rd-party Software features of Product A and Product B
BMC Helix ITSM (Remedy)
-
Ratings
Microsoft Dynamics 365
7.4
56 Ratings
3% above category average
Marketing automation00 Ratings7.456 Ratings
Compensation management00 Ratings7.429 Ratings
Platform
Comparison of Platform features of Product A and Product B
BMC Helix ITSM (Remedy)
-
Ratings
Microsoft Dynamics 365
8.3
48 Ratings
11% above category average
Mobile access00 Ratings8.348 Ratings
Best Alternatives
BMC Helix ITSM (Remedy)Microsoft Dynamics 365
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Salesmate
Salesmate
Score 9.8 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Creatio
Creatio
Score 9.1 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.2 out of 10
Creatio
Creatio
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix ITSM (Remedy)Microsoft Dynamics 365
Likelihood to Recommend
7.3
(50 ratings)
8.5
(89 ratings)
Likelihood to Renew
9.0
(6 ratings)
8.0
(20 ratings)
Usability
6.5
(3 ratings)
8.0
(19 ratings)
Support Rating
8.1
(9 ratings)
8.3
(12 ratings)
Online Training
-
(0 ratings)
7.5
(2 ratings)
Implementation Rating
6.6
(2 ratings)
9.2
(4 ratings)
Configurability
5.0
(1 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
3.9
(3 ratings)
Product Scalability
8.0
(1 ratings)
-
(0 ratings)
Professional Services
-
(0 ratings)
9.0
(1 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)Microsoft Dynamics 365
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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Microsoft
1. Lead Management - Microsoft Dynamics 365 is well suited for lead management. It provides a streamlined process for capturing, tracking, and managing leads. It allows users to capture leads from a variety of sources, such as web forms, emails, and social media. It also provides a centralized view of all of the lead data, allowing users to quickly identify hot leads and take action.

2. Automating Sales Processes - Microsoft Dynamics 365 is also well suited for automating sales processes. It allows users to create custom workflows and assign tasks to team members. This helps increase efficiency and streamline sales processes. It also allows users to track and analyze customer data, allowing sales teams to better understand their customer's needs and provide tailored solutions.

3. Customer Service and Support - Microsoft Dynamics 365 is also well suited for customer service and support. It provides a central platform for tracking customer inquiries and requests. It also allows users to create custom dashboards and reports, helping to easily identify customer trends and issues. This helps customer service teams to quickly address customer needs and provide a better level of service.
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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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Microsoft
  • Some useful out-of-the-box features, like mass uploads of Leads from trade shows or when qualifying a Lead, CRM automatically creates the Opportunity, Contact, and Account for you, etc.
  • Really powerful customizations through the user interface to improve user experience. Things like Business Rules, for example, if Field A = 1, then Field B = 2 and Field C = 2, if Field A = 2, then Field B and Field C don't apply, so automatically hide them.
  • Or other functionality that improves user experience, like Business Process Flows. These walk users step by step through our business process, helping them know when certain actions should take place, and at what point other data is now required. We've used this extensively with our Lead to Opportunity to Quote to Order process, helping users understand the business process each step of the way.
  • Customizations built on top of the platform now called model-driven PowerApps. You can have connections to "typical" data, like Accounts, Contacts, or Opportunities, for example, but then connect that data to custom entities, records that only apply to your specific business. This is all done through the user interface and allows you to customize and automate specific line-of-business applications for your specific needs.
  • Behind the scenes, D365 CE is built on SQL. So the data conforms to industry standards and makes it much easier to interact with. Your developers and IT team will thank you.
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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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Microsoft
  • Microsoft Dynamics 365 storage & license cost can prohibit some large deployments or even cost-sensitive small projects from using the platform (although I'm certain most deployments would realize a positive ROI if implemented correctly with process automation).
  • The cost and licensing document for Dynamics 365 is 61 pages and will take a rocket scientist to understand it. It's better to just have your Microsoft help estimate the cost if they are willing to help you that.
  • The documentation on how to first fully understand the Out of the Box default solution and settings is lacking or even non-existing. This has the potential to derail Dynamic 365 launches and implementations from the gitgo. Want to use an out of the box entity?.. well it's probably related to 5 other entities that require configuration and full understanding of it to successful implement. And you ask where is the laymen guide or instructions?... User groups and forums. In Summary, Microsoft can up its game in deployment training and supporting documentation.
  • Microsoft needs to incentivize more external platforms to build app connectors for easy integration, such as ZenDesk, Slack, Tableau, etc. Even the current connector apps such as Salesforce, MailChimp, Docusign are useless or don't work at all.
  • Several limitations inhibit successful Dynamics 365 deployments such as: limited number of Rollup field calculations (summarizing fields on child/related records), limited number rows that can exported to Excel via advanced find, Dynamics 365 files, log and database storage size limit is extremely small and will always require purchasing additional storage (for Online deployments).
  • New user buy-in or acceptance or system platform changes can be difficult if a solid change management plan isn't enacted.
  • Don't expect much help from Microsoft on implementation or solutions unless it's a technical flaw with the platform. Microsoft relies on their MVP partner network to consult for implementations at a hefty cost. Hiring a knowledgeable and savvy Dynamics 365 System Administrator can reduce the need for consultant support; of course, this is dependant upon many many variables.
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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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Microsoft
CRM has allowed us to keep all of our data in one place that is easy for all users within the company to view. I came into the company after they had been using CRM for about 4 years. They have all said that since we have used this it has helped us control work processes better, it has allowed us to be able to track things so much better, and has been something that has helped unite many processes that used to be all over the place. We are currently using CRM 4.0 and are planning on upgrading in the next 18 months to the 2011 version. Support for 4.0 is almost all but dried up. Understandably so. Some of the customization we have done, and a plugins we use, are now contained within the 2011 version so we are looking forward to that upgrade. We use an email marketing company as well, and they primarily support the 2011 version, but their product connects and is integrated within CRM. This is a great benefit as well so that all of our marketing information can be contained in one location.
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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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Microsoft
My review can help others to choose the correct CRM like Microsoft Dynamics 365 CRM. I see lots of great things in Microsoft Dynamics 365 that make your business easy and smooth also MS allows users to customize the software according to their needs. So Thought I should share my experience with others.
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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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Microsoft
Our partner, Ledgeview Partners has been FANTASTIC to work with. They are always timely in their response and have taken time to understand our business and our specific needs. We've made a lot of advanced customizations and they have been a great help in making those updates.
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Implementation Rating
BMC Software Inc.
Satisfied because I didn't have to do it!
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Microsoft
We used a data warehouse to house our data, and our IT team and implementation vendor worked diligently ahead of time to construct idea implementation plans. Out of millions of records- we had less than a dozen errors, which is remarkable. My major insight is simply having a group of completely devoted individuals working towards your goal who fully understand the desired outcome. Focused resources for implementation season are critical to success.
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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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Microsoft
Microsoft Dynamics was part of a system overhaul for a local school, and we looked at many products. If we had used it for a company with low turnover, then it might have been more feasible. They needed something a new person could learn quickly, someone who might also be learning marketing terms at the same time - especially if there is nobody to train the individual now expected to know the system. Similar issues occurred with all of these programs (we called it being too big for their britches), and one of the bigger things we liked was that it is more compatible with MS Office products in both technical and visual appeal. If you have a steady employees who use a CRM consistently, low turnover, and those who are very familiar with Office products, Dynamics would be the smartest option for you. Unfortunately, this was just not true for the school environment
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Contract Terms and Pricing Model
BMC Software Inc.
No answers on this topic
Microsoft
On our purchase, I'd been interrogated about our usage. Our needs are met by Microsoft Dynamics 365, which is simple to use. With so much data and information available, we must ensure that it is presented correctly to managers. Due to a lack of use, we don't have to spend as much money on Salesforce.
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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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Microsoft
No answers on this topic
Professional Services
BMC Software Inc.
No answers on this topic
Microsoft
My company's preferred program right now is Microsoft Dynamics 365. We use it to keep track of customers and important sales metrics in a streamlined manner. Anyone familiar with CRMs will find the tool extremely useful. Considering that we have a good turnover, this product will be used for its basic segments. As a result, there are few chances of error with Microsoft dynamics because it is so easy to use. Many options for recording data on these leads are available. It meets our needs and pays off.
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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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Microsoft
  • For those without a centralized, all in one solution for major HR, Finance and other departments, Microsoft Dynamics 365 has vastly improved employee time utilization and profit.
  • Migrating clients from on-premise to the cloud has reaped benefits including better security, no unscheduled downtime and frequent updates to functionality.
  • Those transferring from cheaper solutions have lost money in the aim to be better integrated with other Microsoft products and AI they don't really utilize.
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