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BMC Helix ITSM vs Clarity SM comparison

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Buyer's Guide
BMC Helix ITSM vs. Clarity SM
July 2022
Find out what your peers are saying about BMC Helix ITSM vs. Clarity SM and other solutions. Updated: July 2022.
621,703 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"It provides a good user experience.""BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product.""The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients.""It's one of the top solutions on the market for ITSM capabilities.""Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.""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's a very integrated solution.""It has the power to automatize several different tasks in the ITSM world."

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"The most valuable fractures of Clarity SM are its ease of use and security. I have been highly satisfied. We've been able to integrate it with email and an SMS gateway for the purposes of notifications. That works very well.""Self-service interface means people can check their own tickets.""The UI is very user-friendly.""Clarity is flexible to implement and integrate. It gives the developer or consultant a broad space to work and customize based on what the customers want.""The initial setup is pretty straightforward."

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Cons
"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.""The notifications that the solution is providing are very helpful, they should keep improving them for the future.""They should add some of the bolt-ons into the initial setup, such as chat.""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.""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.""It needs to be more comfortable for the end-user.""I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself.""Log in process is unnecessarily complicated."

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"Clarity tech support has gotten worse since Broadcom acquired CA Technologies. We're not getting the support we've come to expect as a large enterprise. Clarity's support needs to improve, or it's going to lose market share.""Nowadays every person is used to an interface that is more user-friendly and this one is not so user-friendly maybe due to the fact that, if you need to let people customize everything, sometimes you lose out on a clean user experience.""It doesn't yet have the ability to integrate with other products.""There are some issues regarding the knowledge base and the configuration manager."

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Pricing and Cost Advice
  • "It is too expensive for a small business."
  • "It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."
  • "I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
  • "BMC is a little bit cheaper than ServiceNow, but BMC doesn't have the same capabilities in its entry-level product at the moment. The basic version does not have the DWP features that most of our customers are requesting."
  • "There are licenses to use this solution."
  • "It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
  • More BMC Helix ITSM Pricing and Cost Advice →

  • "Clarity offers a perpetual license. Customers purchase the license once and then pay for maintenance. CA provides a subscription model as well. Both models are available for our customers."
  • "There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM."
  • More Clarity SM Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:There are several differences between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
    Top Answer:It's one of the top solutions on the market for ITSM capabilities.
    Top Answer:We used to use it and we don't want to use it anymore. We're actually now replacing it. The interface isn't that great. Also, it just doesn't integrate with as many systems as ServiceNow. The initial… more »
    Top Answer:Self-service interface means people can check their own tickets.
    Top Answer:I'm not so involved on the commercial side of things but I believe the cost could be improved. I'm not sure if it's a currency exchange rate issue but we are in Africa so it's quite expensive.
    Top Answer:We would love to see it integrating with other products like Splunk for log collection, integration to SMS facilities. It requires some effort for developers to get some of the things working because… more »
    Ranking
    6th
    out of 56 in Help Desk Software
    Views
    7,880
    Comparisons
    5,065
    Reviews
    15
    Average Words per Review
    462
    Rating
    7.1
    14th
    out of 56 in Help Desk Software
    Views
    1,468
    Comparisons
    1,000
    Reviews
    5
    Average Words per Review
    627
    Rating
    7.2
    Comparisons
    Also Known As
    Remedy ITSM, Remedy, Helix Remedy
    CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
    Learn More
    Overview

    BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.

    BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.

    Key Features

    Some of BMC Helix ITSM’s key features include:

    • Solves service issues in a way that makes you more efficient. BMC Helix ITSM employs advanced analytic software that searches for areas where your organization can drive efficiencies to provide the best possible service.
    • Groups issues that recur in a way that streamlines both analysis and incident management. It uses artificial intelligence to identify and solve groups of incidents in real time. The AI automates these processes, which can prove both tedious and time-consuming.
    • Securely and seamlessly provides services across multi-cloud environments with “a single pane of glass” interface. This allows you to be highly flexible. You can configure your services in a number of different ways without having to worry that your multi-cloud environment won’t be able to support your service management.
    • The ability to view all of your management data in a way that provides you with clear insights into your system’s management. BMC Helix ITSM enables you to create custom reports and dashboards. This makes it possible for you to see any and all significant trends in your operations and services data.

    Reviews from Real Users

    BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.

    A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, 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 customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”

    Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.”

    Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.

    Learn More: https://www.ca.com/us/products...

    Offer
    Learn more about BMC Helix ITSM
    Learn more about Clarity SM
    Sample Customers
    Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
    Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
    Top Industries
    REVIEWERS
    Computer Software Company23%
    Financial Services Firm16%
    Manufacturing Company16%
    Comms Service Provider13%
    VISITORS READING REVIEWS
    Computer Software Company31%
    Comms Service Provider12%
    Government9%
    Financial Services Firm8%
    REVIEWERS
    Healthcare Company27%
    Financial Services Firm23%
    Government7%
    Comms Service Provider4%
    VISITORS READING REVIEWS
    Computer Software Company34%
    Comms Service Provider11%
    Government7%
    Healthcare Company5%
    Company Size
    REVIEWERS
    Small Business22%
    Midsize Enterprise19%
    Large Enterprise58%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise13%
    Large Enterprise72%
    REVIEWERS
    Small Business20%
    Midsize Enterprise15%
    Large Enterprise66%
    VISITORS READING REVIEWS
    Small Business24%
    Midsize Enterprise12%
    Large Enterprise64%
    Buyer's Guide
    BMC Helix ITSM vs. Clarity SM
    July 2022
    Find out what your peers are saying about BMC Helix ITSM vs. Clarity SM and other solutions. Updated: July 2022.
    621,703 professionals have used our research since 2012.

    BMC Helix ITSM is ranked 6th in Help Desk Software with 17 reviews while Clarity SM is ranked 14th in Help Desk Software with 5 reviews. BMC Helix ITSM is rated 7.2, while Clarity SM is rated 7.2. 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 Clarity SM writes "Saves us time and money with a great self-service interface". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, IBM Maximo and BMC FootPrints Service Core, whereas Clarity SM is most compared with ServiceNow, JIRA Service Management, SCSM, Freshservice and vRealize Business for Cloud. See our BMC Helix ITSM vs. Clarity SM report.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.