The automation and ability for it to assign, push workflow to other systems and automatically close is awesome.

Feedback from customers is that they are not that intuitive and therefore we (and them) spend a long time ensuring they understand what is required, and the implications of getting this wrong.

Once installed/upgraded it is super easy to develop, manage and it is very easy to have to tool fit your processes.

Great incident handling tool. Capable of following the ITIL procedures and process.

I really enjoyed Remedy Service Desk because of the Mult Cloud Features, Cloud Provider Release, and Automated Actions.

Reporting is quite difficult, at least in our organization.

System is quite complicated from licencing perspective, user handling, reporting, creating autoassigments, maintaing knowledgebase, problem management handling etc.

What I like most about remedy is that Im able to place tickets Ina orderly fashion and im able to search through old tickets that relate.

Remedy ITSM is great for Service Desk  administration due to it´s great flexibility and customization.

As we don't allow (and the good thing is, it's also not needed) any customization, we're saving a lot of money in Remedy operations and can easy participate from every new release.

Essential and User Friendly Tool used for ticketing purpose.

The system is very easy to use and offerces a self service portal and knowladge managment that are very usefull to my costumers.

In basically all areas, from browser interface to architecture issues. Bus error, requests, database information retrieval.

Slow response, lack of integration with new tools (or may be our org done have that), Not so easy Reporting configuration.

What Remedy has going for it is the ability to scale upwards to the nth degree. It does that well and allows external emails to be sent to other services.

Robust, ITSM compliant, fairly great integration posibilites.

We had a hard time installing the software on window server.

BMC Software ITSM has mobile solutions built in for any html5 device and apps that can be downloaded from the Google or Apple store and connected to any instance.

Need to make the UI more simpler and easy to navigate.

Upgrades and installs are the absolute worst. You cannot just go download the package and run setup.

I love how intuitive it is. The software flows just like you'd expect.

Support tool for acting demands and sla compliance.

Smart Reporting and Birt reporting are basicly the worst reporting system ever. Slow, unresponsive, require enormous resources just to run basic reports.

Remedy features a solid set of ITSM functions.

Software licenses management helps you avoid audit costs.

I suspect they’re making it difficult because they want to sell subscriptions to their SaaS.

This product takes care of all parts of the IT Lifecycle. Great service management module with SLAs and ticket tracking.

You are basicly on your own. When you implement any kind of improvement you often create 3-4 problems that you have to solve.

I have worked on Remedy ITSM and found it  robust and secure which can offer huge benefits to organisation investing in this solution either for their own use internally or when serving other clients.

I've been using it for years, so it's relatively easy to navigate.

X I am impressed, it is easier to use, has better performance and is more intuitive.

It's hard to tune the performance because ITSM architecture is based on a lot of components: network, db, os, midtier.

The support can be great at times, and the tool is very easy to use. They also allow for some really great integrations and customization of their app.

This software decouples us from our transactional software enhancement pipeline and allows for a quick solution to a problem with simple analytics for data insights.

I loved working with Rep to get this set up. He was kind enough to work with our timeframe to get things set up, and answered all the questions I had about the product.

Limited styling and layout options for knowledge bases.

I personally benefit from it because it saves me so much time and money not thinking about having to code our own one.

Working with the Elev.io team has been great. They are responsive, but more than that, extremely helpful if we hit any issues or questions.

This makes Elev.io a must-have. Their support is very responsive which makes it even more pleasant to work with the tool.

Ease of setting up multilingual articles. Integration in our platform.

Great product, great team, great value to our business.

From creating new articles to building contextual help it's all gone very smoothly. Any time I've had any questions or concerns their support team has been quick to reply, friendly, and very helpful.

I love how Elevio lets you source your help documentation from all the help desk solutions available, so you don't need to re-write everything.

Overall we are very happy with how Elevio is integrated into our platform and helps us prevent questions and be proactive with supporting our clients. Especially with how easy it is to configure.

The Ease of use for the non technical members in the team, with great powers on the front-end for end-users.

All of this makes it difficult to keep track of multiple integrations at once.

Very responsive to support questions and implementing product requests. Built-in classes to make colored boxes that highlights content.

Easy to set up, easy to use and our customers are using it and loving it.

Easy to implement and saves so much time and money on coding this functionality.

For what it sets out to do, elevio does it fairly well. However, as our business needs get more complex we're worried that the functionality of elevio will not be sufficient to keep up.

Stable, quick, accurate, well supported and evolving in terms of features.

The Elev.io team from Chris, the CEO, on down is amazing, humble, and responsive. I've had great experiences both from a support side and a product feedback side.

Honestly this software is awesome and the support has been stellar.

Easy to implement and allows for rapid delivery of contextual help where our customers need it the most.

The articles look clean and nice inside the app, and they have a rich feature set both from a features and buttons perspective as well as programmatically via the API.

US Dollar

BMC Helix ITSM is a cloud-based digital service management solution that combines a service desk manager, a change manager, a service delivery manager and an IT director into one suite. It is also available for on-premise deployment.


The solution provides reporting features that enable users to create custom reports and convert them into dashboards. It offers incident and problem management, which can detect recurring incidents. Its self-service application is connected with social media and provides virtual and live chat help for resolving customer queries.


BMC Helix ITSM keeps track of changes in IT configuration and identifies change collision in advance. Through its asset management capabilities, the solution can manage the lifecycle of IT assets from procurement to end-of-life.


BMC Helix ITSM enables users to define a service catalog for both internal and external customers. Its admin panel facilitates management of servers, email integrations, applications and security preferences.


Support is available via phone and email.



LongDescription

Change Management

Problem Management

Incident Management

Please contact BMC Software directly for pricing details

Email/Help Desk

Self-Employed

2-10

11-50

51-200

201-500

501-1000

1000+

BMC Helix ITSM

Elevio is a self-service support and customer education platform that helps users create and manage a knowledge base. It offers built in content management tools, and users can also import existing knowledge base content.


The software uses machine learning to suggest new keywords and topics that could be included in the knowledge base. Users can collaborate with colleagues, share content workflows and drafts, and then publish completed content.


Elevio monitors how customers are engaging with the knowledge base, provides review usage statistics and reports, and enables users to leverage customer queries and feedback to identify areas of improvement. The application provides an "advisor" tool that alerts users when content is out of date and suggests how the content could be updated. Elevio integrates with Zendesk, Salesforce Desk, Freshdesk, and Slack.


Pricing is per month. Support is provided through an online knowledge base, video tutorials and via email.



Support Ticket Management

Engagement Tracking

Cataloging/Categorization

Surveys & Feedback

Text Analysis

Self-Learning

Document Storage

Access Controls/Permissions

Activity Tracking

SEO Management

Transfers/Routing

Customer Segmentation

Customer Service Analytics

Active Directory Integration

SSL Security

Sentiment Analysis

Single Sign On

Approval Process Control

Knowledge Management

Communication Management

Offline Form

Collaboration Tools

Churn Management

Content Library

Full Text Search

Content Publishing Options

Data Import/Export

Self Service Portal

Account Alerts

Help Desk Management

Version Control

Content Management

Configurable Workflow

Proactive Chat

Multi-Channel Data Collection

Survey/Poll Management

Audio File Management

Performance Metrics

Text Editing

Multi-Channel Communication

Support Ticket Tracking

Role-Based Permissions

Workflow Management

Video Support

Ticket Management

Image Editing

Activity Dashboard

Reporting & Statistics

Predictive Analytics

Knowledge Base Management

Network Monitoring

Decision Support

Website Visitor Tracking

Real-Time Chat

Service Level Agreement (SLA) Management

Account Management

Chat/Messaging

Customizable Templates

WYSIWYG Editor

Customer Management

Real-time Consumer-facing Chat

Interaction Tracking

Dashboard

Multi-Language

Alerts/Escalation

Customer Engagement

Customizable Branding

Reporting/Analytics

Usage Tracking/Analytics

Widgets

Feedback Management

Customizable Forms

Negative Feedback Management

Customer History

Tagging

Content Creation

Third-Party Integrations

Multiple User Accounts

Canned Responses

Onboarding

Live Chat

Search/Filter

Electronic Forms

Mac OS

Web browser (OS agnostic)

Windows 10

Starter: $79 / Per Month billed annually or $99 month-to-month
Regular: $119 / Per Month billed annually or $149 month-to-month
Premium: $249 / Per Month billed annually or $299 month-to-month

A 14-day free trial is available.

BMC Helix ITSM vs elevio

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