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 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 standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"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."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"It has the power to automatize several different tasks in the ITSM world."
"The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information."
"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 most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"The most valuable features are problem management and change management."
"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 reports need improvement, it is not a good functioning tool."
"The interface isn't that great."
"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."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"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."
"Support could be better."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"Access is only available if we're on VPN."
"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."
BMC Helix ITSM is ranked 7th in Help Desk Software with 17 reviews while Cherwell Service Management is ranked 23rd 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 Clarity SM, 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.
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