BMC Helix ITSM (Remedy) vs. OpenText Asset Management X

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix ITSM (Remedy)
Score 7.1 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 Asset Management X
Score 8.4 out of 10
N/A
Micro Focus Asset Management X (formerly HP Asset Manager) is enterprise-class IT asset management (ITAM) solution acquired by Micro Focus from Hewlett Packard Enterprise, supporting change and configuration management and license management.
$79
per month per agent
Pricing
BMC Helix ITSM (Remedy)OpenText Asset Management X
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
BMC Helix ITSM (Remedy)OpenText Asset Management X
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)OpenText Asset Management X
Top Pros
Top Cons
Features
BMC Helix ITSM (Remedy)OpenText Asset Management X
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
OpenText Asset Management X
-
Ratings
Organize and prioritize service tickets7.544 Ratings00 Ratings
Expert directory7.931 Ratings00 Ratings
Service restoration6.939 Ratings00 Ratings
Self-service tools8.943 Ratings00 Ratings
Subscription-based notifications7.034 Ratings00 Ratings
ITSM collaboration and documentation8.143 Ratings00 Ratings
ITSM reports and dashboards6.343 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
4% above category average
OpenText Asset Management X
-
Ratings
Configuration mangement9.138 Ratings00 Ratings
Asset management dashboard8.938 Ratings00 Ratings
Policy and contract enforcement7.731 Ratings00 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
OpenText Asset Management X
-
Ratings
Change requests repository7.942 Ratings00 Ratings
Change calendar8.139 Ratings00 Ratings
Service-level management7.141 Ratings00 Ratings
IT Asset Management
Comparison of IT Asset Management features of Product A and Product B
BMC Helix ITSM (Remedy)
-
Ratings
OpenText Asset Management X
7.0
2 Ratings
8% below category average
Software and hardware inventory tracking00 Ratings8.02 Ratings
License management00 Ratings4.02 Ratings
Asset lifecycle monitoring00 Ratings9.02 Ratings
Contract management00 Ratings7.02 Ratings
Asset relationship management00 Ratings7.02 Ratings
Best Alternatives
BMC Helix ITSM (Remedy)OpenText Asset Management X
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Score 9.0 out of 10
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Score 8.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
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Score 9.0 out of 10
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Score 9.2 out of 10
Enterprises
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Score 9.2 out of 10
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User Ratings
BMC Helix ITSM (Remedy)OpenText Asset Management X
Likelihood to Recommend
7.3
(50 ratings)
7.0
(2 ratings)
Likelihood to Renew
9.0
(6 ratings)
6.0
(1 ratings)
Usability
6.5
(3 ratings)
6.0
(1 ratings)
Support Rating
8.1
(9 ratings)
5.0
(1 ratings)
Implementation Rating
6.6
(2 ratings)
5.0
(1 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)OpenText Asset Management X
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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OpenText
Asset Manager is great for people who understand the Software Development Lifecycle and are familiar with the terminology, however for a new assistant, or a new novice user, the software can seem over-whelming with the rather confusing terminology and a multitude of tabs that open up. It's definitely great software to use for a professional PM, however an assistant would be lost in the tools being offered.
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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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OpenText
  • Export Excel function
  • Notifications
  • Display set up
  • Contract to asset relationship
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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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OpenText
  • Need more video tutorials - Although HP has great FAQs and has included the keyword search for topics, but some video tutorials would be great to help a new user.
  • Overwhelming at times. I remember when I first started using the software, just the magnitude of tools were too much. However even though I don't use half the tools even now, just the possibility of more functions available to me, makes it a great software.
  • Secure Log-in - I would like HP to invest into single sign-on where you don't need to put in your user ID & password constantly. A push notification to a personal device would a great added feature.
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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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OpenText
I find HP Asset Manager useful but sometimes too much data needs to be entered.
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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
I have used 2 systems (chevron and HPAM), each has it's pluses and minuses. Once I was comfortable with the system I gave it an above average score
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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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OpenText
Have not interacted with HP support that much
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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.
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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OpenText
HP Asset Manager is definitely enterprise grade, whereas the other asset Management programs I have are specific to either one industry or a smaller locations that might not need the deep analysis & reporting functionalities & tools that are provided by HP. The cost is indeed higher than other programs like Fox Graphic Tracker (Internal Software) and Samange that I have used in the past, but for a large enterprise with multiple ongoing projects, HP Asset Manager is the way to go !
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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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OpenText
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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OpenText
  • HP Asset Manager is great for compliance purposes. We know we have all the licenses in place when needed for upgrades or yearly reviews. Saves us times.
  • Ability to track & print reports saves PMs time in quartely reviews.
  • Great way to prepare for any presentations by the use of analytical tools which saves us money in investing in other software for presentation purposes.
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ScreenShots