We performed a comparison between BMC Helix ITSM, Clarity SM, and Serviceaide ChangeGear based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"The most valuable features are the simplicity and the in-duty features."
"The versatility and customizability of the product is what I like most."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"Right now, we are starting to be dependent on the CMDB a lot."
"We especially like the look of xFlow. That looks very personal, so they can keep track of how things are going with their ticket, if it has been worked on, what the status of it is. It seems to be a little more user friendly. The user can see more from a distance right away."
"The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works."
"The solution's back-end architecture is very good for end users."
"The new xFlow interface that was introduced for Level 1 analysts really helps the them to achieve the best and fastest result for their users/customers."
"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."
"The view it provides into who's doing the work."
"Logging every action in Service Desk Manager (SDM)."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"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."
"They should add some of the bolt-ons into the initial setup, such as chat."
"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."
"They could be more responsive to feedback from their community board."
"The Approval Central system needs to be refreshed."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"It needs to be more comfortable for the end-user."
"It takes a long-time to plan and deploy the on-premise solution."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"We would like more information about all the configurations that we have on our infrastructure side."
"The UI needs to be upgraded."
"The interface for the users is a bit old-fashioned and not user-friendly."
"Ease of support and upgrades need much improvement."
"The SDM administration and customisation needS deep information about architecture and vendor support continuously."
"The API is very, very bad so we developed our own."
"Although I wasn't involved in the initial setup I have been involved with upgrades. They have been fairly complex. We've had some issues with upgrades where we had to roll back and get some things fixed. Some things that we ended up tracking back to not following directions right, but then other things we've run into issues."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
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