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BMC Helix ITSM vs. CA Service Management, with CA Service Desk Manager

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BMC Helix ITSM

260 Reviews and Ratings

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CA Service Management, with CA Service Desk Manager

47 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    BMC Helix ITSM

    Score9 out of 10
    		N/ABMC 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

    CA Service Management

    Score6.8 out of 10
    		N/ACA Service Management, including CA Desk Manager, is a fully-featured ITSM platform, now from Broadcom. It competes with BMC Remedy, ServiceNow, FrontRange ITSM, Cherwell Service Management etc. It is based on technology acquired by CA in 2010 with Nimsoft, and is now supported by Broadcom since the 2018 acquisition.N/A
    Pricing
    BMC Helix ITSMCA Service Management
    Editions & Modules
    BMC Helix ITSM
    Contact Sales
    No answers on this topic
    Offerings
    Pricing Offerings
    BMC Helix ITSMCA Service Management
    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 ITSMCA Service Management
    Considered Both Products
    BMC Software Inc.
    Timothy Sawah
    IT Project Manager in Information Technology at The George Washington University (Higher Education, 5001-10,000 employees)
    Chose BMC Helix ITSM
    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 …
    Incentivized
    Pedro Cardoso
    Senior Software Engineer in Customer Service at AIS Sistemas Avanzados de Informacion (Computer Software, 11-50 employees)
    Chose BMC Helix ITSM
    Remedy has the option to create new applications, new forms, and fields easily. The other products very often need an expert. With Remedy you can take some online courses and learn by your self.
    Incentivized
    Damir Suban
    IT Service Management Team Lead in Information Technology at mStart d.o.o. (Information Technology and Services, 201-500 employees)
    Chose BMC Helix ITSM
    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 …
    Incentivized
    Broadcom
    Verified User
    Chose CA Service Management
    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 …
    Incentivized
    Steven Lascarro
    Application Analyst in Information Technology at Catholic Health East (Health, Wellness and Fitness, 10,001+ employees)
    Chose CA Service Management
    I have worked with many solutions. I believe CA Service Desk Manager is overall better then Front Range HEAT and BMC Remedy and BMC Footprints. However there are newer products out there offered as cloud / Saas that may suite your needs better then CA Service Desk Manager. I …
    Incentivized
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    BMC Helix ITSMCA Service Management
    Incident and problem management
    Comparison of Incident and problem management features of BMC Helix ITSM and CA Service Management, with CA Service Desk Manager
    Feature
    BMC Helix ITSM
    8.5
    92 Ratings
    CA Service Management, with CA Service Desk Manager
    8.6
    6 Ratings
    Organize and prioritize service tickets9.191 Ratings9.76 Ratings
    Expert directory8.662 Ratings8.75 Ratings
    Service restoration8.774 Ratings8.46 Ratings
    Self-service tools8.783 Ratings8.66 Ratings
    Subscription-based notifications8.165 Ratings7.96 Ratings
    ITSM collaboration and documentation8.281 Ratings9.76 Ratings
    ITSM reports and dashboards8.382 Ratings7.55 Ratings
    ITSM asset management
    Comparison of ITSM asset management features of BMC Helix ITSM and CA Service Management, with CA Service Desk Manager
    Feature
    BMC Helix ITSM
    8.3
    80 Ratings
    CA Service Management, with CA Service Desk Manager
    9.2
    6 Ratings
    Configuration mangement8.777 Ratings9.76 Ratings
    Asset management dashboard8.473 Ratings10.03 Ratings
    Policy and contract enforcement7.957 Ratings8.03 Ratings
    Change management
    Comparison of Change management features of BMC Helix ITSM and CA Service Management, with CA Service Desk Manager
    Feature
    BMC Helix ITSM
    8.5
    84 Ratings
    CA Service Management, with CA Service Desk Manager
    9.1
    6 Ratings
    Change requests repository8.883 Ratings9.06 Ratings
    Change calendar8.379 Ratings8.64 Ratings
    Service-level management8.479 Ratings9.55 Ratings
    User Ratings
    BMC Helix ITSMCA Service Management
    Likelihood to Recommend
    9.0
    (100 ratings)
    9.0
    (12 ratings)
    Likelihood to Renew
    8.5
    (8 ratings)
    4.1
    (6 ratings)
    Usability
    8.7
    (51 ratings)
    -
    (0 ratings)
    Support Rating
    3.0
    (10 ratings)
    -
    (0 ratings)
    Online Training
    6.0
    (1 ratings)
    -
    (0 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)