BMC Helix ITSM vs. Spoke

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

With our experience, it is very well tailored to organizing our work requests to the IT dept in a very organized, user friendly fashion. The 'smart' technology allows all employees to submit a ticket within their favorite software / process (e.g. Slack vs. email) and IT can field requests in a central location.

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

• Machine learning: Spoke learns the answers to common questions and will offer answers when people submit requests.
• Simple licensing: Straightforward, per-user licensing, that doesn’t require add-ons or hidden costs to use it fully.
• Great customer relationship: Spoke is a hands-on partner in our organization, listening to our feedback and implementing our ideas.
• Fast development cycle: The process, from the conception of new features to their general release, can be as short as a few weeks.

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

• I don't have any feedback for this area as the product is still very new to us.

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

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.

Any questions we've had were fielded in a very timely manner and their staff have been very helpful in our launch and ongoing inquiries. Internally, it has been very well received amongst staff and has increased efficiency, company wide

Incentivized

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

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

Spoke outperforms ManageEngine Service Desk Plus on all levels. The user interface is a lot more user-friendly. Service Desk Plus did not offer any AI-driven auto-responses. They also did not offer any Slack integration which is the primary way (and preferred) that our employees prefer to put in tickets. This alone is worth its weight in gold.

Incentivized

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

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

• Spoke has been very cost efficient, more than paying for itself in gained productivity hours.

Incentivized