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Cesar Quiroz
CIO at Grupo Kasto
Real User
Top 5Leaderboard
Easy to use and implement with a good user interface
Pros and Cons
  • "The overall functionality of the product is excellent."
  • "The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."

What is our primary use case?

We're primarily using the solution for incident management. We use it for ticketing for end-users. We are using also all the functionality around change management, release management, and this year we implement project management and software license management. We also make use of the analytics.

What is most valuable?

The analytics are very good.

The solution offers very nice incident management.

The overall functionality of the product is excellent.

The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically.

Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company.  

We are starting to use the project management aspects right now. We have different projects and we have all information in the same solution, in the same place. It makes everything more centralized and easier to access. 

The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.

What needs improvement?

While we're just starting with project management, I foresee some limitations with it two or three years down the line. The functionality we will likely need just isn't there right now. It's still very, very basic in terms of the offering.

For example, measuring progress can be tricky. If you finish the sub-tasks and not the main task, it doesn't calculate the project's progress correctly.

It would be nice if there were some standard KPIs around, for example, performance or support. It would help with budgeting.

The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive.

For how long have I used the solution?

We started using the solution 36 months ago. It's probably been close to three years.

What do I think about the stability of the solution?

The stability of the solution is quite good. We don't have crashes. It doesn't freeze. there aren't bugs or glitches. It's reliable.

What do I think about the scalability of the solution?

The scalability is okay. However, if you have more than 100 or 200 agents how the performance will be.

We had started with five, then with 10, then with 15 and now we have 20 or more. We don't need to report or to ask that they increase the capacity planning or anything of that nature. It was very transparent and so far very easy for us to scale up.

We may increase usage in the future.

How are customer service and technical support?

Technical support has been very good. Their response times are very fast - faster than other competitors. We haven't really had any big problems with the product at this point. Therefore, we haven't really used them that much. However, we are quite satisfied with the level of service they provide.

Which solution did I use previously and why did I switch?

While I haven't used a different solution at this particular company, I have used other solutions in the past, such as BMC and ServiceNow.

Freshservice is more stable and easier to use. It's also less expensive. It may not e as big as other offerings, however, for small and medium-sized organizations, it's quite good.

How was the initial setup?

The initial setup is pretty straightforward. It was not overly complex. We didn't run into too many issues.

We constructed everything and handled the setup was in one day. Three days later we had to start with all the functionality and the implementation for the entire company including the change management process, the training, etc. Everything was done in less than one month.

What about the implementation team?

We didn't need a consultant or any type of expert in order to handle the implementation. We handled everything ourselves.

What's my experience with pricing, setup cost, and licensing?

The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month.

There aren't additional costs on top of this. The price you see on the website is the price they charge and the price you pay.

What other advice do I have?

We're just customers and end-users.

I'm not sure of which version of the solution we are using. They recently changed the names of their services. While we were previously using what I believe was called Enterprise, which is now called Pro.

We may continue to use, not just this solution, but other Freshworks options in the future. We've recently asked the company to put together webinars for our company to learn more about their offerings.

I'd recommend this solution. In fact, I already have - to other CIOs. The pricing is very straightforward, and the solution is easy to use. It's not overly technical.

Overall, I would rate the solution at an eight out of ten.

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Disclosure: I am a real user, and this review is based on my own experience and opinions.
Delivery Lead, Enterprise at a wholesaler/distributor with 10,001+ employees
Real User
Top 20
Comprehensive features, good organization integration, and competitive pricing
Pros and Cons
  • "We have found the service easy to use, although, we have ended up customising a lot of parameters."
  • "The customization that we are doing for the needs of our organization are difficult to do and could be improved."

What is our primary use case?

We use the solution for workflow automation and business processing.

How has it helped my organization?

It has been effectively used in our organization. We have large chats with 150,000 people and everyone has found it to be useful. Our internal IT team is supporting the tool and trying to get everyone on-board.

What is most valuable?

We have found the service easy to use, although, we have ended up customising a lot of parameters. It is a functional comprehensive featured solution compared to everything else on the market.

What needs improvement?

The customization that we are doing for the needs of our organization are difficult to do and could be improved. In the a future release, if they have not done so already, they should include cognitive capabilities features which we are currently lacking. 

For how long have I used the solution?

I have been using the solution for three years.

What do I think about the stability of the solution?

We have had no major issues with stability.

How are customer service and technical support?

We have been in contact with customer service and we have no complaints.

What's my experience with pricing, setup cost, and licensing?

The price of the solution is comparable to industry standards. For the features that we received, it is reasonable.

Which other solutions did I evaluate?

I have been reviewing a solution called BMC helix potentially coming on board soon. The cognitive capabilities that are being released in the market are pretty good. 

What other advice do I have?

I would recommend this solution. However, we did not have an easy time customizing the tool to do what we wanted it to. I would suggest if it meets 80% of your needs I would adopt the tool, but if not, I think building a custom tool itself would be the way to go at that point.

I did not give the solution a nine because that is too good. I do not think they are at that level. They are the industry leaders, for the automation of workflows. But there is definitely more that could be done. 

I did not rate the solution a ten because nothing is perfect.

I rate ServiceNow an eight out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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