BMC Helix ITSM (Remedy) vs. Splunk Enterprise

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
Splunk Enterprise
Score 8.6 out of 10
N/A
Splunk is software for searching, monitoring, and analyzing machine-generated big data, via a web-style interface. It captures, indexes and correlates real-time data in a searchable repository from which it can generate graphs, reports, alerts, dashboards and visualizations.N/A
Pricing
BMC Helix ITSM (Remedy)Splunk Enterprise
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
BMC Helix ITSM (Remedy)Splunk Enterprise
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
BMC Helix ITSM (Remedy)Splunk Enterprise
Top Pros
Top Cons
Features
BMC Helix ITSM (Remedy)Splunk Enterprise
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
6% below category average
Splunk Enterprise
-
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
5% above category average
Splunk Enterprise
-
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
6% below category average
Splunk Enterprise
-
Ratings
Change requests repository8.042 Ratings00 Ratings
Change calendar8.139 Ratings00 Ratings
Service-level management7.541 Ratings00 Ratings
Security Information and Event Management (SIEM)
Comparison of Security Information and Event Management (SIEM) features of Product A and Product B
BMC Helix ITSM (Remedy)
-
Ratings
Splunk Enterprise
8.4
52 Ratings
5% above category average
Centralized event and log data collection00 Ratings9.151 Ratings
Correlation00 Ratings9.950 Ratings
Event and log normalization/management00 Ratings9.699 Ratings
Deployment flexibility00 Ratings9.547 Ratings
Integration with Identity and Access Management Tools00 Ratings9.147 Ratings
Custom dashboards and workspaces00 Ratings9.9101 Ratings
Host and network-based intrusion detection00 Ratings7.436 Ratings
Data integration/API management00 Ratings7.43 Ratings
Behavioral analytics and baselining00 Ratings6.83 Ratings
Rules-based and algorithmic detection thresholds00 Ratings7.63 Ratings
Response orchestration and automation00 Ratings6.63 Ratings
Reporting and compliance management00 Ratings8.13 Ratings
Incident indexing/searching00 Ratings8.53 Ratings
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BMC Helix ITSM (Remedy)Splunk Enterprise
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Score 9.0 out of 10
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Score 7.8 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
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Score 9.0 out of 10
InsightIDR
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Score 8.5 out of 10
Enterprises
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Score 8.9 out of 10
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Score 8.0 out of 10
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User Ratings
BMC Helix ITSM (Remedy)Splunk Enterprise
Likelihood to Recommend
7.4
(50 ratings)
9.3
(68 ratings)
Likelihood to Renew
9.0
(6 ratings)
10.0
(17 ratings)
Usability
6.5
(3 ratings)
9.0
(3 ratings)
Availability
-
(0 ratings)
10.0
(2 ratings)
Support Rating
8.1
(18 ratings)
8.4
(33 ratings)
Implementation Rating
6.6
(4 ratings)
9.0
(4 ratings)
Configurability
5.0
(1 ratings)
-
(0 ratings)
Product Scalability
8.0
(1 ratings)
9.1
(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)Splunk Enterprise
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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Splunk
Pros: Splunk is very well suited if you have multiple log sources of related data. All of them can be correlated and tasks can be automated based on the requirement. Other than alerts, Splunk can also run a specific script of your choice, based on some defined conditions. Cons: If you have a few logs but a large number of log sources, Splunk can be very expensive.
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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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Splunk
  • Real-time + Scheduled alerts - i-e you can set up alerts which are actively monitoring your logs
  • Pretty good response time for search results. With our key/value logging, Splunk makes it blazing fast to query the data.
  • Dashboards provide insights into historical data
  • Love how Splunk indexes all of the data and provides keys to search on
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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Splunk
  • At times some queries can run slowly if indices are not on a portion of the query you use.
  • Setup time initially can be difficult if your logs aren't stored in common locations or in a common way to write the log.
  • Ability to ingest logs from different locations without having to change code to put logs in a certain place (pro and con).
  • Searches can be a bit more difficult to look through if your log isn't pulled in a manner that is easy to read through splunk.
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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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Splunk
We are using Splunk extensively in our projects and we have recently upgraded to Splunk version 6.0 which is quite efficient and giving expected results. We keep track of updates and new features Splunk introduces periodically and try to introduce those features in our day to day activities for improvement in our reporting system and other tasks.
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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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Splunk
You can literally throw in a single word into Splunk and it will pull back all instances of that word across all of your logs for the time span you select (provided you have permission to see that data). We have several users who have taken a few of the free courses from Splunk that are able to pull data out of it everyday with little help at all.
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Reliability and Availability
BMC Software Inc.
No answers on this topic
Splunk
When properly setup and configured, Splunk is extremely reliable.
Read full review
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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Splunk
Splunk maintains a well resourced support system that has been consistent since we purchased the product. They help out in a timely manner and provide expert level information as needed. We typically open cases online and communicate when possible via e-mail and are able to resolve most issues with that method.
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Implementation Rating
BMC Software Inc.
Satisfied because I didn't have to do it!
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Splunk
Smooth without too many major issues.
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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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Splunk
I wanted to learn a new language that I can quickly master and implement. Splunk is easy, fun to use and best of all, it can be developed in hours not days or weeks. Splunk is fundamentally a programming language that is minimal but yet powerful enough to collect, analyze and visualize data.
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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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Splunk
Splunk can scale in to the petabyte per day range which of course is awesome
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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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Splunk
  • Overall very positive. It has provided visibility to what is going on within our network.
  • One drawback is the time it takes to get up to speed with the application, but this is up to the user, and Splunk education is excellent.
  • In my field, IT Security, there are few other friends to have in your back pocket better than Splunk. They are just that good.
Read full review
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