BMC Helix ITSM (Remedy) vs. Pega Platform

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix ITSM (Remedy)
Score 7.8 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
Pega Platform
Score 8.2 out of 10
N/A
Pega Platform is a combined business process management and robotic process automation (RPA) platform with advanced workforce analytics from Pegasystems.
$90
Per User Per Month
Pricing
BMC Helix ITSM (Remedy)Pega Platform
Editions & Modules
No answers on this topic
Starter
$90.00
Per User Per Month
Offerings
Pricing Offerings
BMC Helix ITSM (Remedy)Pega Platform
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
BMC Helix ITSM (Remedy)Pega Platform
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix ITSM (Remedy)
7.7
45 Ratings
5% below category average
Pega Platform
-
Ratings
Organize and prioritize service tickets7.844 Ratings00 Ratings
Expert directory7.931 Ratings00 Ratings
Service restoration7.339 Ratings00 Ratings
Self-service tools8.843 Ratings00 Ratings
Subscription-based notifications7.334 Ratings00 Ratings
ITSM collaboration and documentation8.243 Ratings00 Ratings
ITSM reports and dashboards6.743 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
6% above category average
Pega Platform
-
Ratings
Configuration mangement9.138 Ratings00 Ratings
Asset management dashboard8.938 Ratings00 Ratings
Policy and contract enforcement7.831 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix ITSM (Remedy)
7.9
42 Ratings
5% below category average
Pega Platform
-
Ratings
Change requests repository8.042 Ratings00 Ratings
Change calendar8.139 Ratings00 Ratings
Service-level management7.541 Ratings00 Ratings
Reporting & Analytics
Comparison of Reporting & Analytics features of Product A and Product B
BMC Helix ITSM (Remedy)
-
Ratings
Pega Platform
8.6
62 Ratings
7% above category average
Dashboards00 Ratings9.061 Ratings
Standard reports00 Ratings8.461 Ratings
Custom reports00 Ratings8.460 Ratings
Process Engine
Comparison of Process Engine features of Product A and Product B
BMC Helix ITSM (Remedy)
-
Ratings
Pega Platform
8.5
64 Ratings
1% above category average
Process designer00 Ratings9.163 Ratings
Process simulation00 Ratings9.455 Ratings
Business rules engine00 Ratings9.463 Ratings
SOA support00 Ratings7.049 Ratings
Process player00 Ratings9.147 Ratings
Support for modeling languages00 Ratings5.46 Ratings
Form builder00 Ratings9.458 Ratings
Model execution00 Ratings9.754 Ratings
Collaboration
Comparison of Collaboration features of Product A and Product B
BMC Helix ITSM (Remedy)
-
Ratings
Pega Platform
8.0
49 Ratings
1% above category average
Social collaboration tools00 Ratings8.049 Ratings
Content Management Capabilties
Comparison of Content Management Capabilties features of Product A and Product B
BMC Helix ITSM (Remedy)
-
Ratings
Pega Platform
4.4
9 Ratings
57% below category average
Content management00 Ratings4.49 Ratings
Best Alternatives
BMC Helix ITSM (Remedy)Pega Platform
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Process Street
Process Street
Score 8.6 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Quixy
Quixy
Score 9.8 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 8.9 out of 10
Bonita Platform
Bonita Platform
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix ITSM (Remedy)Pega Platform
Likelihood to Recommend
7.4
(50 ratings)
9.0
(72 ratings)
Likelihood to Renew
9.0
(6 ratings)
10.0
(7 ratings)
Usability
6.5
(3 ratings)
9.0
(1 ratings)
Support Rating
8.1
(18 ratings)
10.0
(13 ratings)
Online Training
-
(0 ratings)
8.0
(1 ratings)
Implementation Rating
6.6
(4 ratings)
10.0
(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)Pega Platform
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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Pegasystems
Pega Platform has introduced the low code feature, using app studio seasonal and professional developer can develop application easily and quickly. The initial application can be build by Business analyst and product owner who has less knowledge of Pega Platform, further application can be enhanced/extended by professional developer. We can develop end to end application and promote to higher environment. Easily we can perform parallel development using branch.
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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.
Read full review
Pegasystems
  • Quick development time. Much of the Pega "rules" are easy to configure and implement.
  • Visually friendly and modern. Much of the UI/UX elements in the system are continuously supported and updated, giving a nice feel to the apps.
  • Many of the configurations and rules Pega gives to the developers can also be delegated to business users. The organization and structure of the client's business can easily be adapted in the Pega platform.
Read full review
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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Pegasystems
  • Need more learning materials. For Beginners who have previous programming experience with another language takes more time to learn.
  • If the developer is met with an issue in pega platform , they have to rely on Pega supporting team to fix it.
  • Customization is available but is not encouraged. Pega does not support faults that occur in customized solutions.
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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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Pegasystems
Pegasystems has continued to demonstrate a strong partnership with our organization and investment in their product that aligns with our overall vision and need. Pegasystems has engaged us at every level, with the assistance of minor defects to the overall roadmap planning and alignment of our goals
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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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Pegasystems
Pega Platform is enhancing its product and launching new features day by day which help to achieve customers needs. If I talk about the earlier version of Pega Platform (i.e. pega v5 and 6.3) there were many numbers of limitations in Pega Platform and if we need to do some customization then needed to write custom java and jave scripts to achieve the functionally. Now I can say Pega Platform is running with market trends and demand. Pega Platform is giving all the options which support the current technologies like decisioning capabilities, real time processing, mashup, process fabrics etc..
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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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Pegasystems
It’s very slow sometimes, but that may be our servers. Also the Knowledge Library needs some work - again, not sure if it’s our setup or what- but I’m unable to search the body of an article for content, so I have to be very intentional with tagging, but it’s not ideal.
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Online Training
BMC Software Inc.
No answers on this topic
Pegasystems
The online training is an excellent one, but still it is missing hands on development.
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Implementation Rating
BMC Software Inc.
Satisfied because I didn't have to do it!
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Pegasystems
Implementation is totally depend up on the requirement
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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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Pegasystems
We did evaluate multiple products offerings with Pega Platform capabilities and observed that Pega PRPC rules engine and case management capabilities are better over so many BPM Tools. We also conducted a detailed study with developers to identify the best products out of Suite of BPM products. It's observed that Rules engines integration is very streamlined with forms in Pega whereas other tools multiple have powerful data model capabilities but lacks the ease of creating business rules.
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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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Pegasystems
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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Pegasystems
  • For one of the applications we worked on, we were able to reduce the processing time on a case from 2 days to 20 minutes by utilizing Pega
  • We were able to resolve the issue of the routing of cases to users based on a specific algorithm by use of Pega
  • Pega case management feature was extensively used in one of the application to establish a parent-child relationship which was very helpful for all the business users
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ScreenShots