BMC Helix ITSM vs. Microsoft System Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix ITSM
Score 8.9 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 8.7 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 ITSMMicrosoft System Center
Editions & Modules
BMC Helix ITSM
Contact Sales
Standard Edition
$1323
Datacenter Edition
$3607
Offerings
Pricing Offerings
BMC Helix ITSMMicrosoft 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 ITSMMicrosoft System Center
Considered Both Products
BMC Helix ITSM
Chose BMC Helix ITSM
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
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
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 ITSMMicrosoft System Center
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix ITSM
8.6
92 Ratings
6% above category average
Microsoft System Center
-
Ratings
Organize and prioritize service tickets9.191 Ratings00 Ratings
Expert directory8.762 Ratings00 Ratings
Service restoration8.774 Ratings00 Ratings
Self-service tools8.783 Ratings00 Ratings
Subscription-based notifications8.365 Ratings00 Ratings
ITSM collaboration and documentation8.381 Ratings00 Ratings
ITSM reports and dashboards8.482 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix ITSM
8.5
80 Ratings
4% above category average
Microsoft System Center
-
Ratings
Configuration mangement8.877 Ratings00 Ratings
Asset management dashboard8.573 Ratings00 Ratings
Policy and contract enforcement8.157 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix ITSM
8.6
84 Ratings
3% above category average
Microsoft System Center
-
Ratings
Change requests repository8.983 Ratings00 Ratings
Change calendar8.479 Ratings00 Ratings
Service-level management8.579 Ratings00 Ratings
Best Alternatives
BMC Helix ITSMMicrosoft System Center
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10

No answers on this topic

Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10

No answers on this topic

Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.4 out of 10

No answers on this topic

All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix ITSMMicrosoft System Center
Likelihood to Recommend
9.0
(99 ratings)
9.0
(21 ratings)
Likelihood to Renew
8.5
(8 ratings)
-
(0 ratings)
Usability
8.7
(50 ratings)
9.0
(2 ratings)
Support Rating
3.0
(10 ratings)
8.0
(1 ratings)
Online Training
6.0
(1 ratings)
-
(0 ratings)
Implementation Rating
6.6
(2 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 ITSMMicrosoft System Center
Likelihood to Recommend
BMC Software Inc.
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.
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Microsoft
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.
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Pros
BMC Software Inc.
  • 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.
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Microsoft
  • 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.
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Cons
BMC Software Inc.
  • Customization can be lengthy due to the numerous features included in the software.
  • New staff members require some sort of hands-on training to get to know all the use capabilities.
  • The analytics can be improved to include forecasts and trend analysis.
  • Expensive compared to competitors.
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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.
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.
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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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Reliability and Availability
BMC Software Inc.
for now we are satisfied. first two months 😉
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Microsoft
No answers on this topic
Performance
BMC Software Inc.
could be faster. db is slower from introducing postgresql
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Microsoft
No answers on this topic
Support Rating
BMC Software Inc.
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.
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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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Online Training
BMC Software Inc.
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
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Microsoft
No answers on this topic
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.
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.
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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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Contract Terms and Pricing Model
BMC Software Inc.
unclear. lot of for less
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Microsoft
No answers on this topic
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.
  • 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
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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.
Read full review
ScreenShots

BMC Helix ITSM Screenshots

Screenshot of BMC Helix Multi-Cloud Broker. This is where users can deliver a secure service experience across multi-cloud environments.Screenshot of Knowledge Management, available with intelligent recommendations to help bring the right information to end-users and agents to quickly and accurately resolve issues.Screenshot of the incident and problem management interface, used to create and resolve incidents faster with intelligent, context-aware, and proactive incident matching.