We performed a comparison between 4me and BMC Helix ITSM 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 multi-tenancy architecture, both in terms of functionality and reporting, is the best feature. It is a really well-thought, designed, and developed part of this product."
"It offers a comprehensive set of features without requiring additional payments for each feature."
"I like their request management as well as their project management."
"It has the power to automatize several different tasks in the ITSM world."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"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"
"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
"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."
"One area where I believe there's room for improvement in the 4me system is the absence of an asset discovery tool."
"We would like to be able to customize and brand the solution, or at least the majority of its features and dashboards, particularly those that will be used by a large number of people."
"We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity."
"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"Encountered issues with scalability and stability."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."
"Needs less infrastructure requirements."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"They could be more responsive to feedback from their community board."
4me is ranked 20th in IT Service Management (ITSM) with 3 reviews while BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews. 4me is rated 8.0, while BMC Helix ITSM is rated 8.0. The top reviewer of 4me writes "Reasonably priced, easy integration, and workflow automation". On the other hand, the top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". 4me is most compared with ServiceNow, ManageEngine ServiceDesk Plus and Zendesk, whereas BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo. See our 4me vs. BMC Helix ITSM report.
See our list of best IT Service Management (ITSM) vendors.
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