"It has the power to automatize several different tasks in the ITSM world."
"BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."
"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."
"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."
"The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"The digital workplace is appealing."
"The brand name is the most valuable aspect of this solution for me. It's IBM. It's a global company that supports this product, it's not something open source or something like that."
"In the early stages of our company, all requests were done in notebooks, and none of it was centrally managed. But now we have a central tool which is an entry point for all requests that come in."
"SLA integrations, reports, and integration with other applications are the most valuable."
"The workflow capability is useful. It's not a manual helpdesk operation. It's fully automated, even when an alarm has occurred. It covers the complete cycle of initiation to resolving the events. This is its most strong feature that is easily integrable with a monitoring solution. It creates tickets, and the workflow feature is the most important one."
"The solution has been stable."
"The solution is very easy to work with."
"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 interface isn't that great."
"It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."
"Some parts of the solutions are using the old interface."
"They should add some of the bolt-ons into the initial setup, such as chat."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"The main issue that we hear from our customers is that the self-service user interface is a little bit old, possibly due to the fact that IBM is such a large enterprise company. People say that they think they're in the year 2004, because you can very clearly see that the technology is lagging behind modern trends."
"The reporting in relation to updating could be improved upon."
"The solution lacks a graphical user interface."
"The user interface is not very interesting. If you look at other products like JIRA and ServiceNow, they have made it much easier for the end-users. Maybe not ServiceNow, but JIRA is quite flexible. From a presentation point of view, IBM should make more user-friendly interfaces."
"Support has been the biggest problem for us. I understand that because we use the product of a global company, some changes are not quick to deploy."
"The time calculations can be improved. While working on reports, it was taking the time only in seconds, which was hard for me to work out. While creating some dialogs in the service portal, you have to use certain data types in some fields. It was very tricky to make them work. I was testing a certain type of input, and it didn't work. It didn't show me the domain that the fields have to show. I had to make the change to the database, and only then it worked. It was a tricky thing to make them work with the dialogs. Their technical support can also be improved in terms of response time."
BMC Helix ITSM is ranked 6th in Help Desk Software with 17 reviews while IBM SmartCloud Control Desk is ranked 12th in Help Desk Software with 6 reviews. BMC Helix ITSM is rated 7.2, while IBM SmartCloud Control Desk is rated 7.4. 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 IBM SmartCloud Control Desk writes "Helps us improve business processes with centrally managed requests, but the interface needs polish". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, IBM Maximo and Zendesk Guide, whereas IBM SmartCloud Control Desk is most compared with ServiceNow, SCSM, JIRA Service Management, Micro Focus Service Manager and Spiceworks. See our BMC Helix ITSM vs. IBM SmartCloud Control Desk report.
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