What users are saying about
140 Ratings
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Score 8 out of 101
39 Ratings
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Score 6.5 out of 101

Likelihood to Recommend

BMC Helix ITSM

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 profile photo

CA Service Desk Manager

Other products I have experience with approach customizations with the end user in mind. They try to make it easy to follow and user friendly. They attempt to keep it versatile and open without compromising their product where the user may actually cause damage. Service Desk does have a fairly robust tool (Web Screen Painter) for customizations but it is difficult for a beginner or average user to use. It displays the source code of the forms allowing it to be manipulated. They also allow references to their existing tables for customizations within the schema which can easily cause confusion as to the original function of said table. Once customizations are applied, they are difficult to remove as there is not a 'clean' way to remove them. It usually involves editing some obscure file manually which leaves room for human error. Service Desk is probably best used out of box but that might not be best suited for organizations that do not prefer the Service Desk approach
No photo available

Feature Rating Comparison

Incident and problem management

BMC Helix ITSM
8.1
CA Service Desk Manager
8.6
Organize and prioritize service tickets
BMC Helix ITSM
8.5
CA Service Desk Manager
9.7
Expert directory
BMC Helix ITSM
8.7
CA Service Desk Manager
8.7
Service restoration
BMC Helix ITSM
8.1
CA Service Desk Manager
8.4
Self-service tools
BMC Helix ITSM
7.3
CA Service Desk Manager
8.6
Subscription-based notifications
BMC Helix ITSM
8.0
CA Service Desk Manager
8.0
ITSM collaboration and documentation
BMC Helix ITSM
7.9
CA Service Desk Manager
9.7
ITSM reports and dashboards
BMC Helix ITSM
8.1
CA Service Desk Manager
7.5

ITSM asset management

BMC Helix ITSM
8.2
CA Service Desk Manager
9.2
Configuration mangement
BMC Helix ITSM
8.7
CA Service Desk Manager
9.7
Asset management dashboard
BMC Helix ITSM
8.1
CA Service Desk Manager
10.0
Policy and contract enforcement
BMC Helix ITSM
7.7
CA Service Desk Manager
8.0

Change management

BMC Helix ITSM
8.1
CA Service Desk Manager
9.1
Change requests repository
BMC Helix ITSM
7.9
CA Service Desk Manager
9.0
Change calendar
BMC Helix ITSM
8.6
CA Service Desk Manager
8.6
Service-level management
BMC Helix ITSM
7.9
CA Service Desk Manager
9.5

Pros

BMC Helix ITSM

  • For service request management, we use the SRM product which gives a common interface for our customers to request services. We are able to easily add the services to the catalog and configure how the created request will be routed to the appropriate group for delivery. This has shown to reduce churn in the request process and reduce cycle time in delivery.
  • Incident management has show to be effective at routing cases to the appropriate support group for resolution.
  • Change management has proven to provide the mechanism for a change control process for organizing those changes and having affected stakeholders discuss the changes before implementation. This has headed off potential service outages from collisions.
Jim Coryat profile photo

CA Service Desk Manager

  • This application is very easy to use. It is the best when it comes to training since the application is easy to understand and employees are able to easily catch up on work process.
  • It is a great reporting tool because users can look up work they've done over a period of time.
  • The auto populate feature is very helpful since at the service desk users do have several tickets to create for a single requester.
Jamedith Pewu profile photo

Cons

BMC Helix ITSM

  • The quality control on the product from the vendor needs improvement. While upgrading to newer versions (9.1) has provided additional features which have been beneficial, the cycle of product defects uncovered and worked through to resolution has been tiring. Having this product without a good support agreement is not advisable.
  • Technology is slow to evolve. The product is just now exposing mobile and REST interfaces, something the market has adopted some time ago.
  • User interfaces that do not embrace effective bulk management. Most of the interfaces are driven from a manual perspective. When used in a global company with sites around the world, this becomes burdensome.
Jim Coryat profile photo

CA Service Desk Manager

  • The product requires major investment in customizations as the out-of-the-box experience is very limiting feature wise.
  • The product utilizes a proprietary language, this requires a specialist in CA products rather than a general programmer.
  • Vendor support is very limited in that the response times are exceedingly increasing to the point of waiting 24-hours for initial response.
No photo available

Likelihood to Renew

BMC Helix ITSM

BMC Helix ITSM 9.0
Based on 5 answers
Always want to keep options open
Travis Sirmon profile photo

CA Service Desk Manager

CA Service Desk Manager 4.1
Based on 6 answers
We will not renew our use of CA Service Desk Manager as we have found something better of similar cost. Our organization has recently tripled in size and the cost simply was too much. A competitor offered a more streamlined solution and is cloud / SaaS. I believe if our renewal was not so costly we would have stayed.
Steven Lascarro profile photo

Usability

BMC Helix ITSM

BMC Helix ITSM 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 profile photo

CA Service Desk Manager

No score
No answers yet
No answers on this topic

Support

BMC Helix ITSM

BMC Helix ITSM 7.3
Based on 4 answers
Their tech support is top notch. They respond and get back to us, even on lower level incidents and issues, very quickly. It is rare that we deal with a support technician who does not know what they are doing.
Shayne Froelich profile photo

CA Service Desk Manager

No score
No answers yet
No answers on this topic

Implementation

BMC Helix ITSM

BMC Helix ITSM 6.6
Based on 2 answers
Satisfied because I didn't have to do it!
Travis Sirmon profile photo

CA Service Desk Manager

No score
No answers yet
No answers on this topic

Alternatives Considered

BMC Helix ITSM

I was not involved in the product comparisons before choosing BMC Remedy ITSM
Jim Coryat profile photo

CA Service Desk Manager

We are too integrated with CA Service Desk Manager to disassociate anytime soon. We found the more we used the product the more we needed to customize it in order to better integrate with our business processes. There are other alternatives that have many built-in features that had we have foreseen our future requirements... would have chosen ServiceNow or Remedy as our "go-to" ticketing product.
No photo available

Scalability

BMC Helix ITSM

BMC Helix ITSM 8.0
Based on 1 answer
Again, always room for improvement, but a very stable product none-the-less.
Travis Sirmon profile photo

CA Service Desk Manager

No score
No answers yet
No answers on this topic

Return on Investment

BMC Helix ITSM

  • The return of investment is there for sure, as it is the most reliable application where the organization's National Operation Centre can work upon.
  • It is impossible to track several changes happening every day but this tool makes it possible,
  • The problem management of blocker issues and their tracking helps to resolve issues.
rahul garg profile photo

CA Service Desk Manager

  • CA Service Desk Manager has allowed us to provide better customer service with self service. Customers can manage and reference knowledge articles and their tickets.
  • CA Service Desk Manager does not require much customization and can be implemented quickly.
  • CA Service Desk Manager is a solid product.
Steven Lascarro profile photo

Pricing Details

BMC Helix ITSM

General

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

CA Service Desk Manager

General

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

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