BMC Helix ITSM (Remedy) vs. Motadata ServiceOps

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix ITSM (Remedy)
Score 7.0 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
Motadata ServiceOps
Score 9.1 out of 10
Small Businesses (1-50 employees)
Motadata ServiceOps is an ITIL compliant IT Service Management platform built on DFIT (Deep Learning Framework for IT Operation). It is an AI-enabled platform that enables IT organizations to rapidly adopt changes across People, Processes, and Technology to improve service delivery in the era of digital transformation. Motadata ServiceOps, a unified platform, includes PinkVerify certified Service Desk, Asset Manager, and Patch Manager to streamline business processes across the organization…N/A
Pricing
BMC Helix ITSM (Remedy)Motadata ServiceOps
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
BMC Helix ITSM (Remedy)Motadata ServiceOps
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Features
BMC Helix ITSM (Remedy)Motadata ServiceOps
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
Motadata ServiceOps
8.9
1 Ratings
9% above category average
Organize and prioritize service tickets7.544 Ratings9.11 Ratings
Expert directory7.931 Ratings00 Ratings
Service restoration6.939 Ratings9.11 Ratings
Self-service tools8.943 Ratings9.11 Ratings
Subscription-based notifications7.034 Ratings8.21 Ratings
ITSM collaboration and documentation8.143 Ratings9.11 Ratings
ITSM reports and dashboards6.343 Ratings9.11 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix ITSM (Remedy)
8.6
41 Ratings
5% above category average
Motadata ServiceOps
9.1
1 Ratings
10% above category average
Configuration mangement9.138 Ratings9.11 Ratings
Asset management dashboard8.938 Ratings9.11 Ratings
Policy and contract enforcement7.731 Ratings9.11 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
Motadata ServiceOps
8.6
1 Ratings
2% above category average
Change requests repository7.942 Ratings9.11 Ratings
Change calendar8.139 Ratings00 Ratings
Service-level management7.141 Ratings8.21 Ratings
Best Alternatives
BMC Helix ITSM (Remedy)Motadata ServiceOps
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.3 out of 10
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.3 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix ITSM (Remedy)Motadata ServiceOps
Likelihood to Recommend
7.3
(50 ratings)
9.1
(1 ratings)
Likelihood to Renew
9.0
(6 ratings)
-
(0 ratings)
Usability
6.5
(3 ratings)
9.1
(1 ratings)
Support Rating
8.1
(9 ratings)
9.1
(1 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 ITSM (Remedy)Motadata ServiceOps
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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Motadata (Mindarray Systems)
Well suited if a service desk is needed and you need to manage IT admins. It helps to sell IT services and deliver them to the clients more efficiently.
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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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Motadata (Mindarray Systems)
  • Balancing the workload
  • Process automation
  • Asset discovery
  • Contract and SLA management
  • Get Single Pane Glass View
  • Root Cause Analysis with context
  • Reduce outages and improve performance
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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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Motadata (Mindarray Systems)
  • Machine learning
  • AI chat-bot
  • Parch management
  • Multi Language Support is missing
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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.
Read full review
Motadata (Mindarray Systems)
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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Motadata (Mindarray Systems)
Very easy to use. GUI is self explanatory. We normally do not have to tech new users on how to use the system, they can simply start working because e of the simplicity.
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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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Motadata (Mindarray Systems)
The support is superb - fast and ready to help. The team is really motivated to help not just to close the ticket. It is one of the best IT related support experience s ever.
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Implementation Rating
BMC Software Inc.
Satisfied because I didn't have to do it!
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Motadata (Mindarray Systems)
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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Motadata (Mindarray Systems)
Motadata has a way better support from vendor and local partners. And Motadata is a one comprehensive absolutions not a bunch of modules connected together.
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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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Motadata (Mindarray Systems)
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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Motadata (Mindarray Systems)
  • Increase the effectivness of IT staff
  • Keeping IT assets under control
  • 50% reduction in MTTR
  • Enhanced network availability and uptime by 20%
Read full review
ScreenShots

Motadata ServiceOps Screenshots

Screenshot of ITIL aligned stage wise change management.Screenshot of A repository for all your company wise knowledge.Screenshot of Ecommerce style service catalog to facilitate self-service.