BMC Helix ITSM vs. Motadata ServiceOps

BMC Helix ITSM it is all round platform for any size enterprise offering every capability you would need with a high level of customization capabilities offering the possibility to align the tool to your processes. The platform leverages AI in multiple places improving the overall experience and efficiency. Unfortunately some parts of the platform are still running on old technology, holding back the rest of platform from evolving even faster

Incentivized

Well suited if a service desk is needed and you need to manage IT admins. It helps to sell IT services and deliver them to the clients more efficiently.

• The Service Asset and Configuration Management capabilities of Helix ITSM are awesome. It can be used as a central repository for all SACM information and seamlessly integrated with Helix Discovery.
• It has the most certified ITIL process modules of any ITSM system. These modules work seamlessly with each other and give you the power to manage any situation effectively.
• As an Administrator of Helix ITSM you have many tools at your disposal to create customizations, workflows. BMC makes it easy to manage the system, leaving time to develop customizations and workflows.

Incentivized

• Balancing the workload
• Process automation
• Asset discovery
• Contract and SLA management
• Get Single Pane Glass View
• Root Cause Analysis with context
• Reduce outages and improve performance

• Customization can be lengthy due to the numerous features included in the software.
• New staff members require some sort of hands-on training to get to know all the use capabilities.
• The analytics can be improved to include forecasts and trend analysis.
• Expensive compared to competitors.

Incentivized

• Machine learning
• AI chat-bot
• Parch management
• Multi Language Support is missing

It provides the tool we need and is able to be customised to meet new requirements. Cost to change in training and integrations would be considerable.

Overall the product enhances the capability of incident management, problem management and change management. The AI based framework helps generated better visibility and reports. The effectiveness of enhanced service desk suuport improves end user experience as the incidents are handled well in time and aged incidents are highlighted at the right time.

Incentivized

Very easy to use. GUI is self explanatory. We normally do not have to tech new users on how to use the system, they can simply start working because e of the simplicity.

for now we are satisfied. first two months 😉

Incentivized

could be faster. db is slower from introducing postgresql

Incentivized

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.

The support is superb - fast and ready to help. The team is really motivated to help not just to close the ticket. It is one of the best IT related support experience s ever.

the trainers dont have so much practical experiences. its mostly follow up and reading existing documentation withou own input. of course experiences people are on shore or have no free time. sad truth

Incentivized

I was not a part of the initial implementation

Incentivized

We have not conducted an extensive evaluation so far. Market players such as ServiceNow and Jira come up in discussions from time to time. However, even our high-level analyses to date have indicated that a major switch would create more cost than benefit. Since we are satisfied with BMC, the question has not been pursued in depth.

Motadata has a way better support from vendor and local partners. And Motadata is a one comprehensive absolutions not a bunch of modules connected together.

the product is,probably, really scalable. however as it is in cloud,this theme isn't of our interest anymore

Incentivized

• Through AI Incident correlation and workflow fine tuning, we have seen a nearly 50% improvement on the 'noise' being generated via system alerts.
• Prior to migrating to BMC Helix SaaS we had regular system issues and downtimes within our ITSM while we managed the complex on-premise infrastructure. Since migrating to Helix, we have seen 100% availability for 12+ months and rarely have had even minor service interruptions. The system stability has been critical for us in how we manage our business and MSP practice.
• The system scalability has been incredible. We are able to manage over 2,000,000 end users and over 125 operating companies. As we grow, BMC scales our environment to keep us ahead of the curve.
• The Digital Workplace application allows us to cater a self-service platform not only at the company level, but within sub-groups inside of a company.

Incentivized

• Increase the effectivness of IT staff
• Keeping IT assets under control
• 50% reduction in MTTR
• Enhanced network availability and uptime by 20%