We performed a comparison between BMC Helix ITSM and Cherwell Service Management based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"The dashboard and the reporting functionality are the solution's most valuable features."
"All our activities are carried out in the one place."
"The most valuable features are problem management and change management."
"The dashboard is very useful to get a quick overview of current tasks."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"Needs less infrastructure requirements."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"They should add some of the bolt-ons into the initial setup, such as chat."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"It takes a long-time to plan and deploy the on-premise solution."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"Access is only available if we're on VPN."
"The stability, specifically in the on-premises deployment model, could be improved."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while Cherwell Service Management is ranked 13th in IT Service Management (ITSM) with 6 reviews. BMC Helix ITSM is rated 8.0, while Cherwell Service Management is rated 7.2. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Cherwell Service Management is most compared with ServiceNow and Ivanti Neurons for ITSM. See our BMC Helix ITSM vs. Cherwell Service Management report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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