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 Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."
"The solution has good capabilities for analytics."
"Technical support has been fine."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"The most valuable features are the simplicity and the in-duty features."
"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."
"It has the power to automatize several different tasks in the ITSM world."
"All our activities are carried out in the one place."
"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 most valuable features are problem management and change management."
"Log in process is unnecessarily complicated."
"The search feature and the dashboard could both be improved."
"The interface isn't that great."
"Support could be better."
"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."
"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."
"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's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"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."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"Access is only available if we're on VPN."
BMC Helix ITSM is ranked 7th in Help Desk Software with 22 reviews while Cherwell Service Management is ranked 24th in Help Desk Software with 3 reviews. BMC Helix ITSM is rated 7.4, while Cherwell Service Management is rated 7.6. The top reviewer of BMC Helix ITSM writes "Lacking report functionality, complex to operate, but useful interactive activity logs". 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, IBM Maximo and IFS Applications, whereas Cherwell Service Management is most compared with ServiceNow, Ivanti Service Desk , HEAT Service Management, JIRA Service Management and ManageEngine ServiceDesk Plus. See our BMC Helix ITSM vs. Cherwell Service Management report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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