BMC Helix ITSM (Remedy) vs. Microsoft System Center Service Manager

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
Microsoft System Center Service Manager
Score 8.4 out of 10
N/A
Microsoft System Center Service Manager is an integrated platform that is designed for automating and adapting IT Service Management best practices to an organization’s requirements. The platform includes built-in processes for incident and problem resolution, change control and asset lifecycle management.N/A
Pricing
BMC Helix ITSM (Remedy)Microsoft System Center Service Manager
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
BMC Helix ITSM (Remedy)Microsoft System Center Service Manager
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)Microsoft System Center Service Manager
Considered Both Products
BMC Helix ITSM (Remedy)
Chose BMC Helix ITSM (Remedy)
BMC Helix ITSM (Remedy) is the leader according to Gartner, and it is running in top enterprises around the world. BMC resolves the problems that we have encountered running other competitors. It has proven to be the best among all others. It can be defined by the following …
Microsoft System Center Service Manager

No answer on this topic

Top Pros
Top Cons
Features
BMC Helix ITSM (Remedy)Microsoft System Center Service Manager
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
Microsoft System Center Service Manager
7.8
7 Ratings
4% below category average
Organize and prioritize service tickets7.544 Ratings8.04 Ratings
Expert directory7.931 Ratings7.03 Ratings
Service restoration6.939 Ratings7.04 Ratings
Self-service tools9.043 Ratings8.75 Ratings
Subscription-based notifications7.034 Ratings7.04 Ratings
ITSM collaboration and documentation8.043 Ratings9.76 Ratings
ITSM reports and dashboards6.343 Ratings7.16 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
Microsoft System Center Service Manager
8.2
7 Ratings
0% below category average
Configuration mangement9.138 Ratings9.86 Ratings
Asset management dashboard8.938 Ratings8.77 Ratings
Policy and contract enforcement7.731 Ratings6.05 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
Microsoft System Center Service Manager
6.7
6 Ratings
22% below category average
Change requests repository7.942 Ratings6.16 Ratings
Change calendar8.139 Ratings6.05 Ratings
Service-level management7.141 Ratings8.05 Ratings
Best Alternatives
BMC Helix ITSM (Remedy)Microsoft System Center Service Manager
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
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BMC Helix ITSM (Remedy)Microsoft System Center Service Manager
Likelihood to Recommend
7.3
(50 ratings)
8.8
(7 ratings)
Likelihood to Renew
9.0
(6 ratings)
-
(0 ratings)
Usability
6.5
(3 ratings)
-
(0 ratings)
Support Rating
8.1
(9 ratings)
8.9
(2 ratings)
Implementation Rating
6.6
(2 ratings)
-
(0 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)Microsoft System Center Service Manager
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.
Read full review
Microsoft
I think any organization that runs windows on their computers that is size over 50 workstations and looking for a complete package to manage their windows machines must have Microsoft System Center Service Manager, especially if they have Windows servers and VMs. The capability of managing multiple devices at ones can save a lot of time for the IT jobs.
Read full review
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.
Read full review
Microsoft
  • This tool is used to track support requests among our IT staff.
  • We use this tool to automate some more routine tasks.
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
Read full review
Microsoft
  • Kind of clunky.
  • Takes a lot a lot a lot of configuration.
  • There is a lot of jargon to learn to be able to use it to its full ability.
Read full review
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.
Read full review
Microsoft
No answers on this topic
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.
Read full review
Microsoft
No answers on this topic
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.
Read full review
Microsoft
The customer support service is excellent. They help from start/deployment through to any time later on. They responded quickly and resolved our issues professionally and in no time.
Read full review
Implementation Rating
BMC Software Inc.
Satisfied because I didn't have to do it!
Read full review
Microsoft
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.
Read full review
Microsoft
We selected MCSM because it is a solid product that we could use very quickly, compared to other tools there is a lot more effort for integration into the infrastructure, costing time and money. We implemented the tool very quickly and since it integrates with other Microsoft products, it was very easy to get up and running.
Read full review
Scalability
BMC Software Inc.
Again, always room for improvement, but a very stable product none-the-less.
Read full review
Microsoft
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.
Read full review
Microsoft
  • Save a world of time when imaging
  • Save a world of time with patch management
  • Provides decent reports to get a snapshot quickly
Read full review
ScreenShots