What users are saying about
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Top Rated
139 Ratings
161 Ratings
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Score 7.5 out of 100

SolarWinds Service Desk

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Top Rated
139 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

BMC Helix ITSM (Remedy)

The BMC remedy perfectly fits the need of an IT department following the ITIL service management standards in any industry. It can also be used in facilities management and operations management. I do not recommend it for managing banking and financial institution operations or supply chain and logistics operations.I have personally used it at 2 different large scale IT departments operating in the higher education sector.
Timothy Sawah | TrustRadius Reviewer

SolarWinds Service Desk

Solarwinds Service Desk strikes a good balance between cost and features. If you're an organization without any tools for incident management, process workflows, or vendor management, then Solarwinds Service Desk will be a huge improvement. Service Desk has more features than other products in the same tier. We compared Solarwinds Service Desk to Zendesk but found that Zendesk was missing key capabilities.For larger organizations or organizations with more sophisticated project management, dashboard, incident management, asset tracking needs... as well as larger budgets... something like ServiceNow or TeamDynamix would be a better choice. The key takeaway for Solarwinds Service Desk is that it has many features at a fraction of the cost of the big players in this space. It won't be as customizable as the more expensive models but it will help you mature your ITSM and help with organization wide process improvement.
Kevin Staton | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

BMC Helix ITSM (Remedy)
8.2
SolarWinds Service Desk
7.4
Organize and prioritize service tickets
BMC Helix ITSM (Remedy)
9.0
SolarWinds Service Desk
8.8
Expert directory
BMC Helix ITSM (Remedy)
8.1
SolarWinds Service Desk
6.9
Service restoration
BMC Helix ITSM (Remedy)
8.8
SolarWinds Service Desk
6.5
Self-service tools
BMC Helix ITSM (Remedy)
7.9
SolarWinds Service Desk
7.5
Subscription-based notifications
BMC Helix ITSM (Remedy)
7.9
SolarWinds Service Desk
7.8
ITSM collaboration and documentation
BMC Helix ITSM (Remedy)
7.7
SolarWinds Service Desk
8.0
ITSM reports and dashboards
BMC Helix ITSM (Remedy)
8.3
SolarWinds Service Desk
6.5

ITSM asset management

BMC Helix ITSM (Remedy)
8.1
SolarWinds Service Desk
7.0
Configuration mangement
BMC Helix ITSM (Remedy)
8.6
SolarWinds Service Desk
7.1
Asset management dashboard
BMC Helix ITSM (Remedy)
8.2
SolarWinds Service Desk
7.0
Policy and contract enforcement
BMC Helix ITSM (Remedy)
7.5
SolarWinds Service Desk
6.9

Change management

BMC Helix ITSM (Remedy)
8.6
SolarWinds Service Desk
7.7
Change requests repository
BMC Helix ITSM (Remedy)
8.6
SolarWinds Service Desk
8.2
Change calendar
BMC Helix ITSM (Remedy)
8.8
SolarWinds Service Desk
7.1
Service-level management
BMC Helix ITSM (Remedy)
8.3
SolarWinds Service Desk
7.6

Pros

BMC Helix ITSM (Remedy)

  • Remedy is great for housing much of the ITIL process in one System: if you want a complete package with every bell and every whistle, Remedy is for you
  • Remedy breaks down the functions of ITIL into "consoles": separate areas of the System, that allow one to focus on Changes, Incidents, Assets, etc
  • The interface is VERY compatible with legacy web browser tech: The last surviving member of the browser wars is still the favorite for remedy users: IE 11
Anonymous | TrustRadius Reviewer

SolarWinds Service Desk

  • Helpdesk Incident ticketing - Solarwinds does an excellent job of incident tracking and enables you to fold those incidents into Problems and then use effective change management when called for. It provides a full ITIL management package.
  • Inventory Tracking and Management - It has a really nice, complete package for Hardware and Software management. The agent is pretty light and data is encrypted.
  • Change Management and Approval Workflows - There's a really nice module here. Allows you to attach an Incident ticket or multiple incidents as a Problem. Lets you manage changes to systems, services, etc. and get approvals from the appropriate stakeholders while providing an audit trail for everything.
Steve Taylor | TrustRadius Reviewer

Cons

BMC Helix ITSM (Remedy)

  • Expandability is limited and once you make certain customizations the upgrade process can become difficult or impossible
  • Relationships between Configuration Items and Changes is clunky and difficult to setup/maintain
  • Service Desk functionality is not as robust as other tools and does not allow for easy configurations/customizations
Anonymous | TrustRadius Reviewer

SolarWinds Service Desk

  • Development timelines are not clearly communicated. It's hard to know if/when a request will be implemented.
  • Awaiting input tickets with responses from users don't automatically go back to in progress.
  • Not as much fine-grained configurability of options as you'll see in the larger enterprise systems. If it fits your needs, it's great, but if it doesn't, it can be a bit inflexible. It's important to trial it out first and have a list of your non-negotiables before you buy.
Ryan Lemaster | TrustRadius Reviewer

Likelihood to Renew

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 9.0
Based on 5 answers
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.
Shayne Froelich | TrustRadius Reviewer

SolarWinds Service Desk

SolarWinds Service Desk 8.2
Based on 4 answers
We strongly wish to renew and continue to use Solarwinds Service Desk. We've spent almost a year learning the ins and outs of the system and have gotten used to it. The only thing that may keep us from renewing would be executives. If they decide they want a new system (for whatever reason), we will likely explore other options.
Treyce Miller | TrustRadius Reviewer

Usability

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 6.5
Based on 3 answers
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.
Lee Cullom | TrustRadius Reviewer

SolarWinds Service Desk

SolarWinds Service Desk 7.6
Based on 5 answers
It is very easy to create tickets and assign them to one of my employees to take care of. Some recent changes have been made to the interface when creating new tickets and it is now less intuitive on where you add tags for the ticket. I wish that previously used tags became an option to select or got automatically added as sub categories to my created categories. Overall though it is very easy to use and I am thankful we have it.
Connie Inman | TrustRadius Reviewer

Reliability and Availability

BMC Helix ITSM (Remedy)

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 6.8
Based on 6 answers
For the most part the availability is fine. However, every now and then we have an issue where the system is very slow to respond. It can go from 2-5 seconds to load a page to 15-20 seconds to load a page. That doesn't seem like much. But, when you spend most of your day in the system, those extra seconds add up.
Treyce Miller | TrustRadius Reviewer

Performance

BMC Helix ITSM (Remedy)

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 7.7
Based on 3 answers
We don't integrate Solarwinds with any other software or system so I can't comment on that, but the few times there has been an outage for SolarWinds/Samanage the notification has come quickly that there is an outage and they're working on it. Overall though everything loads quickly and it is very reliable
Connie Inman | TrustRadius Reviewer

Support Rating

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 7.8
Based on 9 answers
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.
Anonymous | TrustRadius Reviewer

SolarWinds Service Desk

SolarWinds Service Desk 7.9
Based on 81 answers
Solarwinds offers a chat feature on the website and usually someone is there answering my concern within 5-15 mins at the longest. I have done the email support as well and I always receive a response, same business day. Support staff have always been very knowledgeable and have resolved my issue/concern first contact.
Allan Eisenhauer | TrustRadius Reviewer

Online Training

BMC Helix ITSM (Remedy)

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.2
Based on 2 answers
When we first purchased Samanage (now Solarwinds) they provided us with an informational training session to show us all of the basics on how the service works and showed us everything we were interested in using. There are still some areas of Solarwinds that we do not yet utilize but I know if we choose to use them in the future we would be able to schedule another session with our representative to have them show us what we need to know.
Connie Inman | TrustRadius Reviewer

Implementation Rating

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 6.6
Based on 2 answers
Satisfied because I didn't have to do it!
Travis Sirmon | TrustRadius Reviewer

SolarWinds Service Desk

SolarWinds Service Desk 7.7
Based on 2 answers
The implementation process for our organization was fairly simple. We set up an email address to receive the emails from the system (for incident creation), and we allowed the system to spoof our IT email to respond to requests. Solarwinds helped us with the rest of the implementation, and it took less than a week to get the system fully operational.
Treyce Miller | TrustRadius Reviewer

Alternatives Considered

BMC Helix ITSM (Remedy)

I used Salesforce case Management system which is a powerful tool where we can automate many things that we can't do in BMC Remedy. I do suggest to introduce Escalation Management system within BMC remedy so that most of the clients might utilize. I haven't used any other tools which will track the incidents or tickets.
Mallesh Kanakam | TrustRadius Reviewer

SolarWinds Service Desk

Above all, the Samanage Sales rep provided me with everything I need, which in comparison to the others made a huge difference at the end. ServiceNow is too expensive, and the sales rep quickly put me out of their target. JIRA Service Desk didn't provide clear information about their product and I felt they didn't give me enough attention in my evaluation process.
Sebastian Pereira | TrustRadius Reviewer

Scalability

BMC Helix ITSM (Remedy)

BMC Helix ITSM (Remedy) 8.0
Based on 1 answer
Again, always room for improvement, but a very stable product none-the-less.
Travis Sirmon | TrustRadius Reviewer

SolarWinds Service Desk

SolarWinds Service Desk 7.7
Based on 3 answers
The amount of customization that can be done in this software allows for almost unlimited scalability. I do not know specifically how to do it, but support did tell us that we could create rules and functions for particular users allowing for separation of departments within the Solarwinds Service Desk software.
Treyce Miller | TrustRadius Reviewer

Return on Investment

BMC Helix ITSM (Remedy)

  • Identifying trends quickly is a big deal and gets people back to work quickly.
  • The identifying trends is a big deal but it's useless if you do not have the capability to notify support staff. BMC/Remedy/ITSM has a very reliable notification system and is very customization.
  • The fact that BMC/Remedy/ITSM is customized for every need and is able to create standalone applications, helps ROI.
  • I have seen companies and the government spend millions of dollars on applications for very specify jobs, that BMC/Remedy/ITSM could do by customizing ITSM or creating a standalone Remedy application at a fraction of the cost. Plus there is no need to pay for support for the other application.
Martin Rockwell &quot;Rocky&quot; | TrustRadius Reviewer

SolarWinds Service Desk

  • Allows us to track costs of our incidents, changes, and services.
  • We can easily analyze performance and efficiency of our resources.
  • Allows for reporting of costs of subscription services and purchase orders, which can be attached to each incident, request, or inventory item.
Matthaniel Cowell | TrustRadius Reviewer

Screenshots

BMC Helix ITSM (Remedy)

Pricing Details

BMC Helix ITSM (Remedy)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

SolarWinds Service Desk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

BMC Helix ITSM (Remedy)
8.7
SolarWinds Service Desk
8.1

Likelihood to Renew

BMC Helix ITSM (Remedy)
9.0
SolarWinds Service Desk
8.2

Usability

BMC Helix ITSM (Remedy)
6.5
SolarWinds Service Desk
7.6

Reliability and Availability

BMC Helix ITSM (Remedy)
SolarWinds Service Desk
6.8

Performance

BMC Helix ITSM (Remedy)
SolarWinds Service Desk
7.7

Support Rating

BMC Helix ITSM (Remedy)
7.8
SolarWinds Service Desk
7.9

Online Training

BMC Helix ITSM (Remedy)
SolarWinds Service Desk
8.2

Implementation Rating

BMC Helix ITSM (Remedy)
6.6
SolarWinds Service Desk
7.7

Scalability

BMC Helix ITSM (Remedy)
8.0
SolarWinds Service Desk
7.7

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