IncidentMonitor and BMC Helix ITSM, An In-Depth Comparison 2024

Comparison Summary

IncidentMonitor: IncidentMonitor™ offers ITIL-compliant service desk software for both SaaS and on-premise solutions. Any organization can use it to support their service operations efficiently.

BMC Helix ITSM: BMC Helix ITSM delivers predictive IT service management for modern enterprises. Enhanced efficiency and proactive problem-solving are provided by BMC Software's solution.

IncidentMonitor and BMC Helix ITSM: Customer Satisfaction Data

Most deployed common Use Cases for IncidentMonitor and BMC Helix ITSM

How can IncidentMonitor and BMC Helix ITSM optimize your Workflow Management Workflow?

Incidentmonitor and BMC Helix ITSM both offer workflow management features. Incidentmonitor allows users to create workflows and forms without coding, providing a customizable service desk experience. Incidentmonitor also offers a range of features, including a process designer, service catalog designer, and asset management. BMC Helix ITSM, on the other hand, offers a comprehensive workflow engine with a focus on tracking and approval processes. Both tools require some user configuration, but Incidentmonitor's visual workflow designer may be simpler to use than BMC Helix ITSM. A limitation of both tools is that customization can potentially cause issues with existing workflows.

"...Combination of workflows and sub-workflows...." Peer review by Ludwig W., Technology executive, Computer Software

"...Workflows can be defined to track the request/ incident management process. ...." Peer review by Sachin D., Senior Consultant, Banking

What benefits does IncidentMonitor and BMC Helix ITSM offer for Helpdesk Management?

Incidentmonitor and BMC Helix ITSM both offer Helpdesk management features. Incidentmonitor allows for customization of service interfaces, forms, and workflows, with support for multiple languages and integration with other systems. BMC Helix ITSM focuses on automating documentation and communication, and enables efficient ticket tracking and management. A limitation of BMC Helix ITSM is that its user interface may be outdated compared to other Helpdesk software.

"...10 years ago, I was asked to research & purchase a software tracking system for a new helpdesk I was implementing...." Peer review by Claire M., Lead, Business Analyst, Information Technology and Services

"...Tied together with automation and you transform your help desk into an IT enabled service desk...." Peer review by Cody D, Senior Automation Engineer, Information Technology and Services

How can IncidentMonitor and BMC Helix ITSM optimize your Knowledge Management Workflow?

Incidentmonitor and BMC Helix ITSM both offer Knowledge Management features. Incidentmonitor emphasizes self-service features like a knowledge base, web device visibility, and community forums. BMC Helix ITSM focuses on integrating knowledge management with other IT service management functions, such as incident, problem, change, and asset management. However, BMC Helix ITSM has limitations in its knowledge base interface, making it difficult to search and update knowledge effectively.

"...The self-service portal offers, for example, dashboards, knowledge base, communities for Social IT, reporting features and a Service Catalog...." ITIL, Service Desk Software

"...This is an application that allows you to manage incidents, problem management, change management and knowledge base, asset management and administration of service agreements (SLAs) as well as the management of a CMDB..." Peer review by Leidy E, Supervisor NOC Venezuela