We performed a comparison between BMC Helix ITSM and Clarity SM 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."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."
"It has the power to automatize several different tasks in the ITSM world."
"Technical support has been fine."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow."
"Ability to write macros, which can in turn trigger some condition or could be conditioned to basically trigger notifications, the workflow desk, or web calls. It is huge benefit to customize it."
"The most valuable features are the requests and incident tracking."
"It has helped us to organize a lot of our assets, so we have configuration items to attach to our change management. We can have tickets for change management and set them aside for an approval process."
"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."
"It also provides the front end for the employees too. It's pretty basic, but it gives them the means to reach out to IT so they don't have to pick up the phones."
"This product has so many adjustment possibilities for many different clients."
"It is easy to tell what needs fixing and the priority of things."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"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."
"In the next release, I would like to see AI used for classification or categorization."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"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."
"The reports need improvement, it is not a good functioning tool."
"The interface is somewhat dated as compared to technologies in use today."
"More user experience in the look and feel of the application. "
"The monitoring tool is in need of improvement."
"The product needs to have a better user experience in the interface and mobile functionality."
"The API is very, very bad so we developed our own."
"I would like to see the API cleaned up."
"We just upgraded about a year and half ago and it was painful. We had the testing of the dev environment, and then testing of the production environment, so it was two weekends out of my life. And stuff broke."
"They should enhance the service desk manager's service point function to be more customizable."
"I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Clarity SM is ranked 23rd in Help Desk Software with 107 reviews. BMC Helix ITSM is rated 8.0, while Clarity SM is rated 7.8. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, ManageEngine ServiceDesk Plus and Agiloft ITSM ITIL Service Desk Suite. 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.
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