BMC Helix ITSM vs. OpenText ALM/Quality 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
OpenText ALM/Quality Center
Score 7.2 out of 10
N/A
OpenText™ ALM/Quality Center, formerly from Micro Focus, serves as the single pane of glass for software quality management. It helps users to govern application lifecycle management activities and implement rigorous, auditable lifecycle processes.N/A
Pricing
BMC Helix ITSMOpenText ALM/Quality Center
Editions & Modules
BMC Helix ITSM
Contact Sales
No answers on this topic
Offerings
Pricing Offerings
BMC Helix ITSMOpenText ALM/Quality 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 ITSMOpenText ALM/Quality 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 …
OpenText ALM/Quality Center

No answer on this topic

Top Pros
Top Cons
Features
BMC Helix ITSMOpenText ALM/Quality Center
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix ITSM
8.6
93 Ratings
5% above category average
OpenText ALM/Quality Center
-
Ratings
Organize and prioritize service tickets9.192 Ratings00 Ratings
Expert directory8.763 Ratings00 Ratings
Service restoration8.775 Ratings00 Ratings
Self-service tools8.784 Ratings00 Ratings
Subscription-based notifications8.366 Ratings00 Ratings
ITSM collaboration and documentation8.382 Ratings00 Ratings
ITSM reports and dashboards8.483 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix ITSM
8.5
81 Ratings
3% above category average
OpenText ALM/Quality Center
-
Ratings
Configuration mangement8.878 Ratings00 Ratings
Asset management dashboard8.574 Ratings00 Ratings
Policy and contract enforcement8.158 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix ITSM
8.6
85 Ratings
3% above category average
OpenText ALM/Quality Center
-
Ratings
Change requests repository8.984 Ratings00 Ratings
Change calendar8.480 Ratings00 Ratings
Service-level management8.680 Ratings00 Ratings
Best Alternatives
BMC Helix ITSMOpenText ALM/Quality Center
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Polarion ALM
Polarion ALM
Score 9.4 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Planview AgilePlace
Planview AgilePlace
Score 9.4 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.5 out of 10
Planview AgilePlace
Planview AgilePlace
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix ITSMOpenText ALM/Quality Center
Likelihood to Recommend
9.0
(100 ratings)
7.2
(31 ratings)
Likelihood to Renew
8.5
(8 ratings)
9.0
(2 ratings)
Usability
8.7
(51 ratings)
3.0
(2 ratings)
Support Rating
3.0
(10 ratings)
7.4
(2 ratings)
Online Training
6.0
(1 ratings)
-
(0 ratings)
Implementation Rating
6.6
(2 ratings)
-
(0 ratings)
Configurability
5.0
(1 ratings)
-
(0 ratings)
Ease of integration
-
(0 ratings)
1.0
(1 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 ITSMOpenText ALM/Quality 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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OpenText
For an organisation that has completely adopted SAFe structure including naming terminology, it is less appropriate and apart from that. It can suit any organisation out there, and it can solve all your problems one way or another by customising it. It is a robust and highly scalable solution to support all the business needs. It improves a lot of productivity and visibility.
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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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OpenText
  • If you have a mix of automation & manual test suites, HPALM is the best tool to manage that. It definitely integrates very well with HP automation tools like HP Unified Functional Testing and HP LoadRunner. Automated Suites can be executed, reports can be maintained automatically. It also classifies which test suites are manual & which are automated & managers can see the progress happening in moving from manual to automated suites. In HPA ALM all the functional test suites, performance test suites, security suites can be defined, managed & tracked in one place.
  • It is a wonderful tool for test management. Whether you want to create test cases, or import it, from execution to snapshot capturing, it supports all activities very well. The linking of defects to test runs is excellent. Any changes in mandatory fields or status of the defect triggers an e-mail and sent automatically to the user that the defect is assigned to.
  • It also supports devops implementation by interacting with development tool sets such as Jenkins & GIT. It also bring in team collaboration by supporting collaboration tools like Slack and Hubot.
  • This tool can integrate to any environment, any source control management tool bringing in changes and creates that trace-ability and links between source control changes to requirements to tests across the sdlc life-cycle.
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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.
Read full review
OpenText
  • The requirements module is not as user friendly as other applications, such as Blue Bird. Managing requirements is usually done in another tool. However, having the requirements in ALM is important to ensure traceability to tests and defects.
  • Reporting across multiple ALM repositories is not supported within the tool. Only graphs are included within ALM functionality. Due to size considerations, one or two projects is not a good solution. Alternatively, we have started leveraging the template functionality within ALM and are integrating with a third party reporting tool to work around this issue.
  • NET (not Octane) requires a package for deployment to machines without administrative rights. Every time there is a change, a new package must be created, which increases the time to deploy. It also forces us to wait until multiple patches have been provided before updating production.
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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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OpenText
I like the ease to use and its reliable.
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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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OpenText
Because it lets me track the test cases with detailed scenarios and is clearly separated in folders. Also the defect filter helps me filter only the ones that have been assigned to a particular area of interest. The availability of reports lets me see the essentials fields which I might be missing the data on and helps me to work on these instead of having to go through everything.
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Reliability and Availability
BMC Software Inc.
for now we are satisfied. first two months 😉
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OpenText
No answers on this topic
Performance
BMC Software Inc.
could be faster. db is slower from introducing postgresql
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OpenText
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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OpenText
It is a great tool, however, it got this rating because there is a lot of learning that takes a lot longer than other tools. There are no mobile versions of ALM even with just a project summary view. I believe ALM is well capable of integration with other analytics tools that can help business solutions prediction based on current and past project data. This is Data held in ALM but with no other use apart from human reading and project progress. ALM looks like a steady platform that I believe can handle more dynamic functionality. You could add an internal communication platform that is not a third party. Limit that communication tool to specific project members.
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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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OpenText
No answers on this topic
Implementation Rating
BMC Software Inc.
Satisfied because I didn't have to do it!
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OpenText
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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OpenText
We have other tools in our organization like Atlassian JIRA and Microsoft Team Foundation Server, which are very capable tools but very narrow in their approach and feature set and does not come even close to the some of the core capabilities of HP ALM. HP ALM is the "System of Record" in our organization. It gives visibility for an artifact throughout the delivery chain, which cut downs unnecessary bottlenecks and noise during releases.
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Contract Terms and Pricing Model
BMC Software Inc.
unclear. lot of for less
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OpenText
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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OpenText
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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OpenText
  • ALM/QC has allowed for quick, traceable turnaround on relatively simple tasks
  • ALM/QC allows us to achieve our business objective of always being able to refer to a documented ticket for work being done.
  • ALM/QC navigation is not the easiest, so this aspect of the product has caused great frustration among new users.
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ScreenShots