BMC Helix ITSM (Remedy) vs. Microsoft System Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix ITSM (Remedy)
Score 7.5 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 System Center
Score 8.5 out of 10
N/A
Microsoft System Center Suite is a family of IT management software for network monitoring, updating and patching, endpoint protection with anti-malware, data protection and backup, ITIL- structured IT service management, remote administration and more. It is available in two editions: standard and datacenter. Datacenter provides unlimited virtualization for high density private clouds, while standard is for lightly or non-virtualized private cloud workloads.
$1,323
per month
Pricing
BMC Helix ITSM (Remedy)Microsoft System Center
Editions & Modules
No answers on this topic
Standard Edition
$1323
Datacenter Edition
$3607
Offerings
Pricing Offerings
BMC Helix ITSM (Remedy)Microsoft System Center
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
BMC Helix ITSM (Remedy)Microsoft System Center
Considered Both Products
BMC Helix ITSM (Remedy)
Chose BMC Helix ITSM (Remedy)
I believe Remedy's performance and market share exceeds its competitors. But it is worth mentioning that Microsoft's SCCM has excellent integration with Microsoft enterprise solutions and has is less expensive and not efficient.
The IBM solution has better analytics but lacks …
Chose BMC Helix ITSM (Remedy)
BMC Helix ITSM (Remedy) is the leader according to Gartner, and it is running in top enterprises around the world. BMC resolves the problems that we have encountered running other competitors. It has proven to be the best among all others. It can be defined by the following …
Chose BMC Helix ITSM (Remedy)
I was not involved in the product comparisons before choosing BMC Remedy ITSM
Microsoft System Center

No answer on this topic

Top Pros
Top Cons
Features
BMC Helix ITSM (Remedy)Microsoft System Center
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix ITSM (Remedy)
7.9
45 Ratings
3% below category average
Microsoft System Center
-
Ratings
Organize and prioritize service tickets8.144 Ratings00 Ratings
Expert directory7.931 Ratings00 Ratings
Service restoration7.639 Ratings00 Ratings
Self-service tools8.743 Ratings00 Ratings
Subscription-based notifications7.634 Ratings00 Ratings
ITSM collaboration and documentation8.343 Ratings00 Ratings
ITSM reports and dashboards7.043 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
6% above category average
Microsoft System Center
-
Ratings
Configuration mangement9.138 Ratings00 Ratings
Asset management dashboard8.938 Ratings00 Ratings
Policy and contract enforcement7.931 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix ITSM (Remedy)
8.0
42 Ratings
4% below category average
Microsoft System Center
-
Ratings
Change requests repository8.242 Ratings00 Ratings
Change calendar8.139 Ratings00 Ratings
Service-level management7.741 Ratings00 Ratings
Best Alternatives
BMC Helix ITSM (Remedy)Microsoft System Center
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10

No answers on this topic

Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10

No answers on this topic

Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 8.8 out of 10

No answers on this topic

All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix ITSM (Remedy)Microsoft System Center
Likelihood to Recommend
7.6
(50 ratings)
8.4
(20 ratings)
Likelihood to Renew
9.0
(6 ratings)
-
(0 ratings)
Usability
6.5
(3 ratings)
7.0
(1 ratings)
Support Rating
8.1
(18 ratings)
8.0
(2 ratings)
Implementation Rating
6.6
(4 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)Microsoft System Center
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
We used a product before that was designed to prevent users making changes and saving files to the desktop computer. This required a renewal of the license. By using SCCM in our environment we were able to discontinue using that product because SCCM allows us to completely restore a machine back to the original configuration. We have taught our users to save their individual work on either a network drive or a cloud drive. By doing this, if we do a re-image of their machine they have lost no data, and it makes for a faster resolution. In some instances having a computer in our SCCM environment it can become cumbersome when creating new users for very specific purposes. It can be done by creating new organizational units and applying new policies but when in a pinch it can be frustrating. For the most part we have tried to make "new" purpose images and groups to at least accommodate a quick install.
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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
  • Provides our users the ability to deploy and manage our own datacenter based on defined software with understandable solutions for storage, compute, networking and security.
  • We are able to update at once all the computers from all departments without having to install the OS on every computer.
  • It allows us to have everything in one place for database management and datacenter inspection as well.
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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
  • Needs web based storefront for requesting new software
  • Needs ability to manage the packaging work flow better
  • Sometimes is slow to download and there is no indication the entire catalog is being loaded, resulting in confused users not being able to find common software in the available list.
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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
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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Microsoft
It is not user-friendly for the most part. With IT infrastructure, sometimes it cannot handle excess requests. Every few months, you will need an upgrade in terms of server resources to keep up with incoming alerts and requests. This does not happen all of the time, but it does happen when there are too many requests.
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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
If I had to dislike something about the system it would be how much it changes once you upgrade. This could be more of a problem of mine since I get used to one way and don't like it when it changes so much. I am enjoying the newest update, but it is a mess when you are actually going through the upgrades.
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Implementation Rating
BMC Software Inc.
Satisfied because I didn't have to do it!
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Microsoft
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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Microsoft
We previously used a mix of FOG and Clonezilla to image machines. The biggest issues with these products is that changing one piece of the image required you to rebuild the entire image itself. These pieces of software also did not allow you to manage applications and Windows Updates, causing IT to have to constantly touch machines after they were imaged and update or manage them with a much more hands on approach.
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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
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
  • We have been able to automate our patch management, firmware and other security concerns.
  • We have a standardized "image" ensuring our setup is consistent across the enterprise. This alone has saved us in time to support and time to understand how to use our desktops.
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ScreenShots