We performed a comparison between Alemba vFire and BMC Helix ITSM based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."Incident Management is the most valuable feature of the solution."
"The workflow is very good, as well as customizable."
"When we met with the Alemba vFire from Australia, it was a good discussion and they have a good feature roadmap."
"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"
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"We have seen year over year customer satisfaction improvement for the last five years."
"The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"We had issues with the user interface, the way it was structured wasn't that user-friendly. The chat features could improve. For example, in change management, all the chat discussions can be done via ServiceNow. We are using two separate solutions, such as Teams, to chat, and the Alemba vFire tool to process."
"The reporting needs to be improved."
"The product should improve its ability to integrate with third-party tools."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."
"Support could be better."
"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."
"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."
"There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency."
"The Approval Central system needs to be refreshed."
"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."
Alemba vFire is ranked 27th in IT Service Management (ITSM) with 3 reviews while BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews. Alemba vFire is rated 7.4, while BMC Helix ITSM is rated 8.0. The top reviewer of Alemba vFire writes "Fulfills all IT management needs, simple setup, but could be more user-friendly". On the other hand, the top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". Alemba vFire is most compared with ServiceNow and JIRA Service Management, whereas BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo.
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