BMC Helix ITSM (Remedy) vs. IBM Maximo Application Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix ITSM (Remedy)
Score 7.0 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
IBM Maximo Application Suite
Score 8.2 out of 10
N/A
IBM Maximo Application Suite is an enterprise asset management (EAM) platform.N/A
Pricing
BMC Helix ITSM (Remedy)IBM Maximo Application Suite
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
BMC Helix ITSM (Remedy)IBM Maximo Application Suite
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
BMC Helix ITSM (Remedy)IBM Maximo Application Suite
Considered Both Products
BMC Helix ITSM (Remedy)
Chose BMC Helix ITSM (Remedy)
I believe Remedy's performance and market share exceeds its competitors. But it is worth mentioning that Microsoft's SCCM has excellent integration with Microsoft enterprise solutions and has is less expensive and not efficient.
The IBM solution has better analytics but lacks …
Chose BMC Helix ITSM (Remedy)
BMC provided good proof that we will get the benefits they have promised. There were different criteria in the selection process: Gartner Magic Quadrant, stability of the tool, reputation, price, local consultants, local support, ITIL processes coverage, possibilities to expand …
IBM Maximo Application Suite
Chose IBM Maximo Application Suite
SysAid disconnects in every 5-10 minutes which can be overcome by IBM Maximo. Ticket creation in SysAid is very difficult compared to Maximo. An additional training is required for the new users to use SysAid. Maximo is more essential and user friendly compared to SysAid.
Top Pros
Top Cons
Features
BMC Helix ITSM (Remedy)IBM Maximo Application Suite
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
8% below category average
IBM Maximo Application Suite
-
Ratings
Organize and prioritize service tickets7.544 Ratings00 Ratings
Expert directory7.931 Ratings00 Ratings
Service restoration6.939 Ratings00 Ratings
Self-service tools9.043 Ratings00 Ratings
Subscription-based notifications7.034 Ratings00 Ratings
ITSM collaboration and documentation8.043 Ratings00 Ratings
ITSM reports and dashboards6.343 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
IBM Maximo Application Suite
-
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
8% below category average
IBM Maximo Application Suite
-
Ratings
Change requests repository7.942 Ratings00 Ratings
Change calendar8.139 Ratings00 Ratings
Service-level management7.141 Ratings00 Ratings
Best Alternatives
BMC Helix ITSM (Remedy)IBM Maximo Application Suite
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10

No answers on this topic

Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Qualys TruRisk Platform
Qualys TruRisk Platform
Score 8.3 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
Qualys TruRisk Platform
Qualys TruRisk Platform
Score 8.3 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix ITSM (Remedy)IBM Maximo Application Suite
Likelihood to Recommend
7.3
(50 ratings)
8.0
(42 ratings)
Likelihood to Renew
9.0
(6 ratings)
7.6
(4 ratings)
Usability
6.5
(3 ratings)
7.3
(2 ratings)
Support Rating
8.1
(9 ratings)
7.1
(3 ratings)
Implementation Rating
6.6
(2 ratings)
7.3
(1 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 ITSM (Remedy)IBM Maximo Application Suite
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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IBM
IBM Maximo Application Suite is well suited for organizations looking for an application to track their end-to-end procurement and supply chain process. It can also be used for billing services, but that would mainly be for services provided as part of a work order, not voluminous customer billing. IBM Maximo Application Suite allows us to have one application where someone from procurement can input contracts and details, someone from any various department can create a requisition and superiors can use automated workflow to approve a purchase order, and someone at an operations location can receive and store materials. Subsequently, someone in the field can submit their hours and material used and it be approved via automated workflow for an invoice to be created. Payment functionality is possible, but we did not implement this aspect of IBM Maximo Application Suite. To note, throughout the process, interfacing can be set up to send transactions to your general ledger. As far as interfacing, IBM Maximo Application Suite also offers tools and configuration to set up endpoints. We have been able to set up REST APIs and request/responses without heavy involvement from developers. This is a nice bonus if integrating with multiple applications.
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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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IBM
  • Delivers Out-of-Box solutions for various industries without the need for customization and configuration
  • Modules and Applications are well developed and linked in an orderly way, with proper documentation and help guides that allow end users to start using the system with ease
  • Powerful Work Management, Contracts, Inventory, and Purchasing applications and features that are a better match to other ERP applications today
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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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IBM
  • Hard to implement. A high number of resources and manpower is necessary to implement and upgrade IBM Maximo due to its robustness and number of functionalities.
  • Version fragmentation. Due to the challenge imposed by a version upgrade, it is common to find systems relying on legacy versions of Maximo which might become a challenge for the support team.
  • Unfriendly UI. The excess of functionalities and services available might become a challenge for a starting user. Although it is possible to customize the UI to fit the exact needs of each user, it is important to map exactly what each user needs.
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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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IBM
The versatility, strength, and value that IBM Maximo adds to our company's asset management procedures. The platform has greatly increased operational efficiency and asset performance by streamlining jobs, automating procedures, and offering customizable solutions. Furthermore, IBM's constant assistance and updates have been crucial in meeting changing company requirements. Though there's always potential for improvement.
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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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IBM
The gui screens in IBM Maximo Application Suite are not overly cluttered with options to click and navigate to new areas. That is, the display is more of a layout of fields that the user can either input data or just interpret what is on the screen. For those in IT, there is even a feature (press Alt+F1) that will show you the exact table and column of any field selected.
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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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IBM
I have regularly contacted IBM Support to report issues and raise requests for issues we face during project implementations. The response from them has overall been good and to the point, and they get back to us within a day or 2 and guide us through the process of fixing it or providing an interim fix of the product
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Implementation Rating
BMC Software Inc.
Satisfied because I didn't have to do it!
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IBM
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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IBM
As a computerized maintenance management system i do not have experience of any other system. The only experience I have is for Maximo and it works excellent for me. I am using many modules available in Maximo and all of these modules are almost fulfilling all of my business needs.
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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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IBM
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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IBM
  • Need multiple IT developers and DBA's to run the software at an enterprise level.
  • We use it for logging and taking repair work orders, handling of parts orders, and fulfillment and job scheduling.
  • The desktop version is very easy to use
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ScreenShots

IBM Maximo Application Suite Screenshots

Screenshot of Reliability Strategies, and its supporting content library. IBM Maximo Application Suite integrates computerized maintenance management system (CMMS), enterprise asset management (EAM), asset performance management (APM) and now RCM in one single platform, accelerated by a failure mode and effects analysis (FMEA) and job plan library.Screenshot of where the appropriate ITSM information is gathered in one place, so that service teams will have a better ticketing system, an improved IT service delivery and a more responsive incident management system, as well as a better configuration management.