BMC Helix ITSM vs. Microsoft System Center

BMC Helix ITSM it is all round platform for any size enterprise offering every capability you would need with a high level of customization capabilities offering the possibility to align the tool to your processes. The platform leverages AI in multiple places improving the overall experience and efficiency. Unfortunately some parts of the platform are still running on old technology, holding back the rest of platform from evolving even faster

Incentivized

For companies with more than 10 Windows devices and needing to standardize the OS, AV, access, share resources, and install software. SCCM is the way to go. This software is unnecessary if the business is all remote users and not in an office-type setting. There are cloud offerings or none to accomplish what a business needs.

Incentivized

• AI drive incident correlation leading to identifying problems and major incidents quickly.
• Digital Workplace gives end-users a modern and personalized UI to submit requests, monitor service health, and receive self-help.
• As an enterprise ITSM, it is critical that Request, Incident, Problem, Asset, and Change Management are integrated and flow together. BMC Helix is built on this principle.

Incentivized

• Allows the grouping of devices by user.
• Allows controlling updates being deployed to user devices.
• Allows for the repurposing of machines by being able to load new or updated software on machines that already are in the system.
• Allows us the ability to wipe a machine clean and restore it back to the configuration that was assigned the machine.

Incentivized

• Service Level management configs can be lengthy, and when changes are needed to specific SLA, it does take a long time to configure. Templates work but only for certain things, lots of manual work is still required.
• The Online product documentation can be confusing or in same cases not correct.
• BMC products are sometimes expensive. When partners try to resell licenses or increase their own allotment, it becomes very expensive.

Incentivized

• 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.

Incentivized

It provides the tool we need and is able to be customised to meet new requirements. Cost to change in training and integrations would be considerable.

Overall the product enhances the capability of incident management, problem management and change management. The AI based framework helps generated better visibility and reports. The effectiveness of enhanced service desk suuport improves end user experience as the incidents are handled well in time and aged incidents are highlighted at the right time.

Incentivized

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.

Incentivized

for now we are satisfied. first two months 😉

Incentivized

could be faster. db is slower from introducing postgresql

Incentivized

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.

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.

Incentivized

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

Incentivized

Satisfied because I didn't have to do it!

Incentivized

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 the wide features and capabilities of Remedy. HP & CA are the real competitors for Remedy but lacks the stability, maturity, and effectiveness in Remedy

Incentivized

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.

Incentivized

unclear. lot of for less

Incentivized

Again, always room for improvement, but a very stable product none-the-less.

Incentivized

• Positive: an introduction to ITIL and viewing Asset, User Management from the perspective of ITIL, and how BMC has implemented those processes
• Negative: The development team needs to communicate better with the sales and support side, and they need offer an open API
• Negative: Currently the Asset Management side has little security and validation of Asset input: anyone can make API (mostly), at any item, which is a problem that I am apart of solving.
• The UX needs updating, badly. Its quality is poor: it functions, but it is cumbersome, click-heavy and requires several hours to understand how to function with it. Also, it needs to ditch IE11 support, altogether.

Incentivized

• 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.

Incentivized