BMC Helix ITSM and IBM SmartCloud Control Desk compete in the IT service management category. While BMC Helix ITSM seems to have the upper hand due to its flexibility and extensive ITIL process coverage, IBM SmartCloud Control Desk is favored for its straightforward asset management capabilities.
Features: BMC Helix ITSM offers strong incident management, integration features, and change and service request management tools. Its robust AR System allows for extensive customization tailored to user needs. Users value its reporting and automation capabilities. IBM SmartCloud Control Desk is appreciated for its service request and IT asset management features, effectively catering to larger enterprises needing comprehensive asset control.
Room for Improvement: BMC Helix ITSM users desire improvements in user interfaces and simplified customization options to avoid hindrances in efficiency. There is also a call for better reporting capabilities and responsive support. IBM SmartCloud Control Desk needs a more modern, user-friendly graphical interface and smoother integrations to enhance usability, with users seeking a more contemporary aesthetic.
Ease of Deployment and Customer Service: BMC Helix ITSM supports deployment across on-premises, private, public, and hybrid cloud environments. However, users report mixed experiences with customer service, needing better communication. IBM SmartCloud Control Desk supports primarily on-premises deployment with reliable technical support, although user experience varies based on the support plan.
Pricing and ROI: BMC Helix ITSM's pricing is often considered high, suitable for larger businesses with specific customization needs that justify the cost over time. It emphasizes analyzing licensing needs to manage budgets effectively. IBM SmartCloud Control Desk appeals to medium to large enterprises with robust features and straightforward licensing, balancing cost-effectiveness for large-scale deployments.
| Product | Market Share (%) |
|---|---|
| BMC Helix ITSM | 6.4% |
| IBM SmartCloud Control Desk | 1.2% |
| Other | 92.4% |
| Company Size | Count |
|---|---|
| Small Business | 19 |
| Midsize Enterprise | 14 |
| Large Enterprise | 54 |
| Company Size | Count |
|---|---|
| Small Business | 6 |
| Large Enterprise | 3 |
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:
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.”
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