BMC Helix ITSM (Remedy) vs. Spiceworks Help Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix ITSM (Remedy)
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
Spiceworks Help Desk
Score 8.2 out of 10
N/A
Spiceworks offers a set of free tools for IT network management and help desk support ticketing. The inventory management system essentially provides comprehensive device information for asset management. The Spiceworks Network Monitor provides information on observed IT for problem tracking and server performance monitoring. And finally, the Spiceworks Help Desk Software lets IT personnel stay on top of issues across the network with a ticketing system. Help desk roles with role-based…N/A
Pricing
BMC Helix ITSM (Remedy)Spiceworks Help Desk
Editions & Modules
No answers on this topic
All Tiers
Free
Offerings
Pricing Offerings
BMC Helix ITSM (Remedy)Spiceworks Help Desk
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)Spiceworks Help Desk
Considered Both Products
BMC Helix ITSM (Remedy)
Chose BMC Helix ITSM (Remedy)
BMC Remedy is the whole package where all of your ITSM operations can be managed. It is a reliable product on which the whole organization can depend on as ITSM is highly critical for any organization. Nobody thinks of using any other tool if they are using this tool. Nowadays, …
Chose BMC Helix ITSM (Remedy)
Although Spiceworks appeared to be easier to set up and use, we felt that BMC Remedy was more robust. We noticed that the user base for BMC Remedy was huge. Although this should never be the single deciding factor, it was definitely a big plus. The ability to have cloud-based …
Spiceworks Help Desk
Chose Spiceworks Help Desk
A lot of the competition starts with some free options, but bare minimum or "paid only modules" etc. And their support is often either non existent or convoluted while Spiceworks Help Desk is both great and responsive as well as having an open community and forums. You can …
Chose Spiceworks Help Desk
Spiceworks has all of the features we would require. It matched up well in features and definitely price!
Chose Spiceworks Help Desk
Besides the advanced SLA and change management features in CA and BMC, Spiceworks does everything they can do, but with a little more spice! Most of the bigger brand ServiceDesk softwares do just that - servicedesk. Whereas, Spiceworks does servicedesk and IT management tasks …
Top Pros
Top Cons
Features
BMC Helix ITSM (Remedy)Spiceworks Help Desk
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
9% below category average
Spiceworks Help Desk
7.0
54 Ratings
14% below category average
Organize and prioritize service tickets7.544 Ratings7.153 Ratings
Expert directory7.931 Ratings5.546 Ratings
Service restoration7.039 Ratings00 Ratings
Self-service tools8.943 Ratings00 Ratings
Subscription-based notifications7.034 Ratings6.741 Ratings
ITSM collaboration and documentation8.143 Ratings6.144 Ratings
ITSM reports and dashboards6.343 Ratings00 Ratings
Ticket creation and submission00 Ratings8.653 Ratings
Ticket response00 Ratings8.052 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix ITSM (Remedy)
8.6
41 Ratings
5% above category average
Spiceworks Help Desk
-
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
Spiceworks Help Desk
-
Ratings
Change requests repository7.942 Ratings00 Ratings
Change calendar8.139 Ratings00 Ratings
Service-level management7.241 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
BMC Helix ITSM (Remedy)
-
Ratings
Spiceworks Help Desk
7.3
51 Ratings
9% below category average
External knowledge base00 Ratings8.747 Ratings
Internal knowledge base00 Ratings5.947 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
BMC Helix ITSM (Remedy)
-
Ratings
Spiceworks Help Desk
5.3
51 Ratings
40% below category average
Customer portal00 Ratings6.245 Ratings
IVR00 Ratings4.110 Ratings
Social integration00 Ratings3.226 Ratings
Email support00 Ratings8.145 Ratings
Help Desk CRM integration00 Ratings5.127 Ratings
Best Alternatives
BMC Helix ITSM (Remedy)Spiceworks Help Desk
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.1 out of 10
Kustomer
Kustomer
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix ITSM (Remedy)Spiceworks Help Desk
Likelihood to Recommend
7.3
(50 ratings)
8.7
(82 ratings)
Likelihood to Renew
9.0
(6 ratings)
10.0
(29 ratings)
Usability
6.5
(3 ratings)
8.6
(8 ratings)
Availability
-
(0 ratings)
10.0
(3 ratings)
Performance
-
(0 ratings)
8.0
(1 ratings)
Support Rating
8.1
(9 ratings)
8.6
(26 ratings)
Implementation Rating
6.6
(2 ratings)
10.0
(7 ratings)
Configurability
5.0
(1 ratings)
-
(0 ratings)
Product Scalability
8.0
(1 ratings)
10.0
(1 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)Spiceworks Help Desk
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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Spiceworks Ziff Davis
It's a great helpdesk solution - we currently have five years of data within it, roughly 25,000 tickets. The older edition is a great inventory and software license tracking tool. It is easy for users to use the interface and submit tickets and requests on the web, and its email integration is solid. The new version is a below-average system monitoring tool, only giving up/down status and a few other metrics.
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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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Spiceworks Ziff Davis
  • It helps to multitask, even on the go with the mobile App.
  • We can customize to meet your needs with automated responses, notifications, and templates.
  • Detailed reports allow managers to keep track [of] and analyze data.
  • Allows for a database to store notes helpful for future tickets.
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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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Spiceworks Ziff Davis
  • I have always wanted a way to redirect a support request into another IS bin, such as a development task.
  • It's possible to extract the data from the Spiceworks database, but it would be helpful if the process to do so were easier.
  • Improved ability to customize the system generated emails to improve the formatting and company branding.
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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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Spiceworks Ziff Davis
Spiceworks is a free tool, so there would be no hesitation if we are required to upgrade it. We have installed Spiceworks on a dedicated server with more than enough resources to get the most from this tool, so we will have this running in our department for years to come.
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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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Spiceworks Ziff Davis
Spiceworks is user friendly and easy to set up. It can be customized to suit your needs. If there are any problems, you can go to the community forums for support and be in contact with many IT Pros, as well as the Spiceworks support staff and development teams who are always happy to help users out
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Reliability and Availability
BMC Software Inc.
No answers on this topic
Spiceworks Ziff Davis
We use it both locally on our own server so up time is decided by us and we also use the hosted help desk. We have never had an outage of that.
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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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Spiceworks Ziff Davis
Spiceworks has been working out of the box, and some of the basic customizations have been successful with just our internal staff handling. We don't have any other issues with the tool. It provides us with the inventory information we want in a quick and concise report in a variety of formats for our team.
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Implementation Rating
BMC Software Inc.
Satisfied because I didn't have to do it!
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Spiceworks Ziff Davis
If you can spin up a VM to run it on, you'll thank yourself later. If you have remote sites, set up a local server (or dedicated computer) at each site and set them up as remote collectors for the main site. You'll save time and bandwidth
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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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Spiceworks Ziff Davis
EGroupware UI is clunky and hard to use, Jira is great but the pricing is expensive in comparison with spice works that has a free version and you can test it out properly before buying and make a correct decision based on your business plan and company objectives with the right software.
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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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Spiceworks Ziff Davis
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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Spiceworks Ziff Davis
  • Positive - Allow organizations to implement structured Help Desk procedures.
  • Positive - IT can begin to quantify their tickets and uncover needs within the organization.
  • Positive - IT can develop a solid roadmap with [the] management of future needs, equipment refresh schedules, etc.
  • Positive - IT can pinpoint employees who may need extra training or updated equipment based on historical ticketing data.
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ScreenShots