ManageEngine AssetExplorer vs. BMC Helix ITSM

You definitely only want to buy this product if you have the need. I'd say that need starts at about 40 assets. Less than that and you may be wasting your time with a a product that is overkill. We use it for about 1000 assets and it is a lifesaver. I couldn't imagine managing the assets manually.

Incentivized

BMC is the obvious choice for medium—to large companies. With all the functionality included, most of it will be used by more prominent companies. The cost vs. use makes sense for them. For smaller companies, the high cost of license implementation and running costs usually make BMC too expensive. Having a light version for them could increase BMC's market share.

Incentivized

• Purchase Order Module is done reasonably well in order to build an intelligence database on vendors.
• The network scan is useful to get up and running on getting existing equipment and software into the database.
• Notifications concerning when subscriptions or contracts expire.
• Vendor Database - Being able to keep track of all vendor information and uploading documentation such as contracts which can be found easily.

Incentivized

• Remedy is great for housing much of the ITIL process in one System: if you want a complete package with every bell and every whistle, Remedy is for you
• Remedy breaks down the functions of ITIL into "consoles": separate areas of the System, that allow one to focus on Changes, Incidents, Assets, etc
• The interface is VERY compatible with legacy web browser tech: The last surviving member of the browser wars is still the favorite for remedy users: IE 11

Incentivized

• To my knowledge, there is not a mobile application.
• The web interface could look a bit more polished, but this is really a minor area of improvement.

Incentivized

• Expandability is limited and once you make certain customizations the upgrade process can become difficult or impossible
• Relationships between Configuration Items and Changes is clunky and difficult to setup/maintain
• Service Desk functionality is not as robust as other tools and does not allow for easy configurations/customizations

Incentivized

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.

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.

for now we are satisfied. first two months 😉

Incentivized

could be faster. db is slower from introducing postgresql

Incentivized

It is not a perfect solution. I don't believe it is the best software for some of the components it offers but I do like and appreciate what it does offer. It offers complexity and a range of features for a company to take advantage of if planned and implemented properly.

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 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

I cannot remember the names of different software I evaluated in comparison at the time but I do remember Manage Engine AssetExplorer offering more useful features and the P.O module also being a diamond of a find.

Incentivized

As I mentioned, as an MSP we are exposed to most ITSM products on the marketplace. On completeness of offering, we find BMC ahead of the rest. The only other comparable product is ServiceNow, and functionality is neck and neck with BMC ahead in ITOM, and with ServiceNow pricing is premium for the branding and marketing

Incentivized

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

Incentivized

• This tool reduces much of the human hours used to go get detailed information, so it has paid itself.
• Limits the number of assets but you can extend it.
• This software avoids equipment losses since they are assigned to users and it is controlled.
• You can calculate depreciation and avoid the wrong investment.

Incentivized

• With the KPIs exported and reviewed semi-annually or quarterly the management can spot and attend to root causes affecting operations.
• No more missed or forgotten tickets for work orders by the team - increased efficiency and performance.
• Approvals hierarchy enforces controlled change management and responsible actions.

Incentivized