We performed a comparison between BMC Helix ITSM and HaloITSM based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"It's one of the top solutions on the market for ITSM capabilities."
"The digital workplace is appealing."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"I like the single sign-on and that administrators can customize."
"The product’s UI is very good."
"The solution's initial setup process was quite straightforward... I rate the technical support a nine and a half out of ten."
"The most valuable aspect is that is is codeless."
"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's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved. During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time."
"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."
"There are no improvements needed. There is very little that HALO has not already built that is not on its roadmap."
"The product does not have its own orchestration engine."
"The solution's integration part needs to improve...In the future release of the solution, I expect to see certain changes in the programming of the solution. A customer of the solution should be able to customize it as per their need."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while HaloITSM is ranked 14th in IT Service Management (ITSM) with 3 reviews. BMC Helix ITSM is rated 8.0, while HaloITSM is rated 9.0. 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 HaloITSM writes "An affordable and scalable solution that provides an excellent UI and many out-of-the-box integration capabilities". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas HaloITSM is most compared with ServiceNow, JIRA Service Management and Freshservice. See our BMC Helix ITSM vs. HaloITSM report.
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