BMC Helix ITSM vs. PRTG Network Monitor

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix ITSM
Score 7.2 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
PRTG
Score 8.5 out of 10
N/A
PRTG Network Monitor is the flagship offering from German software company Paessler, for monitoring local and wide area networks (LANs & WANs), servers, websites, apps, and more.
$1,750
perpetual license
Pricing
BMC Helix ITSMPRTG Network Monitor
Editions & Modules
No answers on this topic
PRTG 500
1,750
perpetual license
PRTG 1,000
3,200
perpetual license
PRTG 2,500
6,500
perpetual license
PRTG 5,000
11,500
perpetual license
PRTG XL 1
15,500
perpetual license
PRTG Enterprise
Custom Pricing
subscription license
Offerings
Pricing Offerings
BMC Helix ITSMPRTG
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 ITSMPRTG Network Monitor
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix ITSM
9.9
46 Ratings
19% above category average
PRTG Network Monitor
-
Ratings
Organize and prioritize service tickets9.945 Ratings00 Ratings
Expert directory9.932 Ratings00 Ratings
Service restoration9.940 Ratings00 Ratings
Self-service tools10.044 Ratings00 Ratings
Subscription-based notifications9.935 Ratings00 Ratings
ITSM collaboration and documentation9.944 Ratings00 Ratings
ITSM reports and dashboards9.944 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix ITSM
10.0
42 Ratings
19% above category average
PRTG Network Monitor
-
Ratings
Configuration mangement10.039 Ratings00 Ratings
Asset management dashboard10.039 Ratings00 Ratings
Policy and contract enforcement9.932 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix ITSM
9.9
43 Ratings
16% above category average
PRTG Network Monitor
-
Ratings
Change requests repository9.943 Ratings00 Ratings
Change calendar10.040 Ratings00 Ratings
Service-level management9.942 Ratings00 Ratings
Network Performance Monitoring
Comparison of Network Performance Monitoring features of Product A and Product B
BMC Helix ITSM
-
Ratings
PRTG Network Monitor
6.9
55 Ratings
18% below category average
Automated network device discovery00 Ratings7.349 Ratings
Network monitoring00 Ratings7.454 Ratings
Baseline threshold calculation00 Ratings6.547 Ratings
Alerts00 Ratings7.555 Ratings
Network capacity planning00 Ratings6.539 Ratings
Packet capture analysis00 Ratings5.028 Ratings
Network mapping00 Ratings7.439 Ratings
Customizable reports00 Ratings7.348 Ratings
Wireless infrastructure monitoring00 Ratings7.338 Ratings
Hardware health monitoring00 Ratings6.652 Ratings
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BMC Helix ITSMPRTG Network Monitor
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Agiloft Flexible Service Desk Suite
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PingPlotter
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Score 9.5 out of 10
Enterprises
Ivanti Neurons for ITSM
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Score 9.4 out of 10
Nmap
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Score 9.3 out of 10
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User Ratings
BMC Helix ITSMPRTG Network Monitor
Likelihood to Recommend
8.9
(51 ratings)
8.3
(55 ratings)
Likelihood to Renew
9.0
(6 ratings)
10.0
(2 ratings)
Usability
6.5
(3 ratings)
9.0
(1 ratings)
Support Rating
8.1
(9 ratings)
8.5
(17 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 ITSMPRTG Network Monitor
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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Paessler
If there are a number of different protocols and devices to monitor PRTG is really an all in one solution. There are network specific solutions, telephony solutions, server solutions, etc - but this tool can do anything. Even if you don't use this tool as your main "monitoring solutions" every IT professional should have access to this tool for at least troubleshooting purposes. If you are looking for something specific built for a task you may be able to find [a] more direct and easy tool to use that would be easier and quicker to setup as customization is not needed.
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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
Paessler
  • Very, very configurable. You can create all kinds of monitors for all kinds of things. Plus it has loads of suggestions out of the box. It can get complicated but monitoring is complicated. Pretty decent interface and good support - active community.
  • I really liked how easy it was to add alerts by SMS. So easy to setup.
  • I like their sizing models (for purchase). We're actually small enough that we are free. But it's not free as in stripped down - it's free because we don't use many "sensors" and don't honestly have the need.
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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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Paessler
  • The probe service can be quite resource-intensive. This can cause false-positive readings from some sensors sometimes.
  • The software gets updated very regularly. Whilst this is usually a good thing to fix bugs etc, it does meantime downtime of the monitoring quite often while they are installed.
  • The ability to create Maps from Libraries. Very specific issue but a lot of people have been asking for it for years and it is still not available.
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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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Paessler
It is now an essential tool for monitoring and maintaining the health of our network and systems.
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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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Paessler
The tool is very intuitive to use and it is Windows-based (everybody knows how to use Windows) so it's easy to get into. Every time is setup in a hierarchy so if you have a good initial hierarchy design, it will really reduce administrative effort down the road.
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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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Paessler
I am giving this a 6 simply because I have never had to contact support. The online documentation is adequate for most things, and the user-maintained knowledgebase is excellent. The few times I have run into issues that were not easily resolvable with intuitive UI, I was able to find the answers that I needed either in the PRTG-provided documentation, the knowledgebase, or with a quick online web search.
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Implementation Rating
BMC Software Inc.
Satisfied because I didn't have to do it!
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Paessler
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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Paessler
I have deployed and tested three products for evaluation I found [PRTG Network Monitor] very easy to deploy, the deployment literally took not more than one hour including basic configuration and network discovery. After deployment few configuration changes and creation of maps, reports and little tweaking is required. [Then] it would go through its process of recommendation that took some time to complete, while [on] other hand other software's took lot of time to install and configure. And features were also missing, which resulted in decision in favor of [PRTG Network Monitor].
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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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Paessler
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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Paessler
  • The ability to analyze multiple pieces of information in one place, especially with historical data, has saved our IT department time and headaches. It would be so much more difficult to trace an issue without PRTG, just relying on event logs and an open task manager window.
  • The cost is not cheap, so it's an expense that hits the bottom line like everything else. Figure in hardware costs as well, ideally a server outside of your main environment.
  • I keep saying this, but the historical data piece is worth so much. There's really no good way to collect all of that information in one place without something like PRTG. And that definitely saves time and money in the long run.
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