BMC Helix ITSM vs. OpenText Dimensions CM

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 Dimensions CM
Score 8.0 out of 10
N/A
Dimensions CM is Software Change and Configuration Management for Agile development, developed by Serena Software and now sold by OpenText.N/A
Pricing
BMC Helix ITSMOpenText Dimensions CM
Editions & Modules
BMC Helix ITSM
Contact Sales
No answers on this topic
Offerings
Pricing Offerings
BMC Helix ITSMOpenText Dimensions CM
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 Dimensions CM
Features
BMC Helix ITSMOpenText Dimensions CM
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix ITSM
8.6
108 Ratings
4% above category average
OpenText Dimensions CM
-
Ratings
Organize and prioritize service tickets9.1106 Ratings00 Ratings
Expert directory8.776 Ratings00 Ratings
Service restoration8.688 Ratings00 Ratings
Self-service tools8.695 Ratings00 Ratings
Subscription-based notifications8.277 Ratings00 Ratings
ITSM collaboration and documentation8.492 Ratings00 Ratings
ITSM reports and dashboards8.595 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix ITSM
8.4
94 Ratings
1% above category average
OpenText Dimensions CM
-
Ratings
Configuration mangement8.690 Ratings00 Ratings
Asset management dashboard8.586 Ratings00 Ratings
Policy and contract enforcement8.070 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix ITSM
8.7
97 Ratings
1% above category average
OpenText Dimensions CM
-
Ratings
Change requests repository8.996 Ratings00 Ratings
Change calendar8.591 Ratings00 Ratings
Service-level management8.792 Ratings00 Ratings
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BMC Helix ITSMOpenText Dimensions CM
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User Ratings
BMC Helix ITSMOpenText Dimensions CM
Likelihood to Recommend
9.0
(110 ratings)
9.0
(1 ratings)
Likelihood to Renew
8.5
(9 ratings)
-
(0 ratings)
Usability
8.7
(61 ratings)
-
(0 ratings)
Support Rating
3.0
(10 ratings)
-
(0 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 ITSMOpenText Dimensions CM
Likelihood to Recommend
BMC Helix
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
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OpenText
Serena CM is well suited to highly controlled, audited, and process driven environments. It will allow strict segregation of duties, and change traceability. If implemented correctly it will help you quickly build trusts with your auditors. It is also well suited to environments that require constant branching and merging. Due to the complexity of the product and learning curve for your development and operations team it may be overkill in a small shop with loose rules
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Pros
BMC Helix
  • 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.
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OpenText
  • Code Promotion: Dimensions CM allows supervisors to control changes to code, in that they delegate requests to developers, and act as a gatekeeper prior to promoting to the next environment. This functionality is configurable so you can set up a workflow that best fits the structure and requirements of your own company.
  • Code Repository for changes and versioning: Code can be checked out by item or by synchronizing folders. Code revisions can be compared against other revisions or work files. Item histories show which developers made which modifications, and which supervisor and operations personnel were involved in assigning the request and promoting the code to each environment. Additionally a pedigree will show a stream diagram which graphically displays branches and merges.
  • Deployment: Serena Change Management offers help automating deployment including integrations with SVN and Jenkins. Its newer versions also have a powerful graphical deployment automation tool (Serena Deployment Automation- SDA). It comes with a certain amount of licenses built-in. If you have a many nodes to deploy to there will be separate licensing costs for that.
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Cons
BMC Helix
  • 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.
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OpenText
  • The only major negative that I have encountered with Serena CM product is that the very power and flexibility of the tool means there is a risk that you will make a mess of things. In other words it gives you plenty of rope to tangle yourself with. I recommend careful, well thought out deployments implementing the built in roles and workflows that can be turned on and configured, using a consistent methodology.
  • My experience with the Serena help desk support has not been impressive. Though reasonably polite and diligent, the technicians were well trained, and often gave bad advise and terrible scripts. On several occasions I had to rewrite scripts they have me; if I had run them as provided they would have caused even more difficulties than the problem I was trying to solve. I speak of the support in the past tense because I conditioned myself not to call them, it was usually just easier to solve nay problems my self. They do have a good account management team though, and for any major issues you can go thru them.
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Likelihood to Renew
BMC Helix
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
No answers on this topic
Usability
BMC Helix
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.
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OpenText
No answers on this topic
Reliability and Availability
BMC Helix
for now we are satisfied. first two months 😉
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OpenText
No answers on this topic
Performance
BMC Helix
could be faster. db is slower from introducing postgresql
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OpenText
No answers on this topic
Support Rating
BMC Helix
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
No answers on this topic
Online Training
BMC Helix
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 Helix
Satisfied because I didn't have to do it!
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OpenText
No answers on this topic
Alternatives Considered
BMC Helix
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
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OpenText
Serena CM is superior to Microsoft Team Foundation Server (TFS) in overall functionality, but does not have very good native integration with Microsoft. Therefore in a Microsoft centric shop with no audit needs ,TFS would be better. Otherwise I would choose Serena CM
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Contract Terms and Pricing Model
BMC Helix
unclear. lot of for less
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OpenText
No answers on this topic
Scalability
BMC Helix
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 Helix
  • 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.
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OpenText
  • Serena has facilitated our annual completion of various audit and technology control certifications. These certifications make a huge difference to our company's reputation and bottom line.
  • There has been no negative impact on our company.
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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.