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BMC Helix ITSM vs IBM SmartCloud Control Desk comparison

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BMC Helix ITSM vs. IBM SmartCloud Control Desk
July 2022
Find out what your peers are saying about BMC Helix ITSM vs. IBM SmartCloud Control Desk and other solutions. Updated: July 2022.
622,358 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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."

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"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."

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Cons
"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."

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"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."

More IBM SmartCloud Control Desk Cons →

Pricing and Cost Advice
  • "It is too expensive for a small business."
  • "It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."
  • "I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
  • "BMC is a little bit cheaper than ServiceNow, but BMC doesn't have the same capabilities in its entry-level product at the moment. The basic version does not have the DWP features that most of our customers are requesting."
  • "There are licenses to use this solution."
  • "It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
  • More BMC Helix ITSM Pricing and Cost Advice →

  • "It's basically for a big company because of the costs. A small company can't afford the licensing cost. For medium and large companies, it's the best product. The price of the license is on the higher side compared to others."
  • "The licensing we have for IBM Control Desk is on a yearly basis. They have a concurrent license and an administrative license. And with these, you get all the products. There aren't any additional fees for extra add-ons or anything like that."
  • More IBM SmartCloud Control Desk Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:There are several differences between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
    Top Answer:It's one of the top solutions on the market for ITSM capabilities.
    Top Answer:We used to use it and we don't want to use it anymore. We're actually now replacing it. The interface isn't that great. Also, it just doesn't integrate with as many systems as ServiceNow. The initial… more »
    Top Answer: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… more »
    Top Answer:It's basically for a big company because of the costs. A small company can't afford the licensing cost. For medium and large companies, it's the best product. The price of the license is on the higher… more »
    Top Answer: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… more »
    Ranking
    6th
    out of 56 in Help Desk Software
    Views
    7,880
    Comparisons
    5,065
    Reviews
    15
    Average Words per Review
    462
    Rating
    7.1
    12th
    out of 56 in Help Desk Software
    Views
    929
    Comparisons
    633
    Reviews
    6
    Average Words per Review
    744
    Rating
    7.3
    Comparisons
    Also Known As
    Remedy ITSM, Remedy, Helix Remedy
    SmartCloud Control Desk
    Learn More
    Overview

    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:

    • Solves service issues in a way that makes you more efficient. BMC Helix ITSM employs advanced analytic software that searches for areas where your organization can drive efficiencies to provide the best possible service.
    • Groups issues that recur in a way that streamlines both analysis and incident management. It uses artificial intelligence to identify and solve groups of incidents in real time. The AI automates these processes, which can prove both tedious and time-consuming.
    • Securely and seamlessly provides services across multi-cloud environments with “a single pane of glass” interface. This allows you to be highly flexible. You can configure your services in a number of different ways without having to worry that your multi-cloud environment won’t be able to support your service management.
    • The ability to view all of your management data in a way that provides you with clear insights into your system’s management. BMC Helix ITSM enables you to create custom reports and dashboards. This makes it possible for you to see any and all significant trends in your operations and services data.

    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.”

    IBM Control Desk on Cloud offer an access to a user friendly self-service, automated service management, and seamlessly-integrated, best-practice based service desk capabilities. IBM Control Desk provides the IT service management (ITSM) needed to simplify support of users and infrastructure. It also offers a unified IT asset and service management software provides a common control center for managing business processes for both digital and physical assets and enables control, governance and compliance to applications, endpoints and assets to protect critical data and prevent outages. Control Desk is IT Infrastructure Library (ITIL)-compliant, accessible through mobile devices and integrates with social media and development tools.
    Offer
    Learn more about BMC Helix ITSM
    Learn more about IBM SmartCloud Control Desk
    Sample Customers
    Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
    St Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology
    Top Industries
    REVIEWERS
    Computer Software Company23%
    Financial Services Firm16%
    Manufacturing Company16%
    Comms Service Provider13%
    VISITORS READING REVIEWS
    Computer Software Company31%
    Comms Service Provider12%
    Government9%
    Financial Services Firm8%
    VISITORS READING REVIEWS
    Computer Software Company29%
    Comms Service Provider21%
    Government9%
    Energy/Utilities Company6%
    Company Size
    REVIEWERS
    Small Business22%
    Midsize Enterprise19%
    Large Enterprise58%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise13%
    Large Enterprise72%
    REVIEWERS
    Small Business63%
    Large Enterprise38%
    VISITORS READING REVIEWS
    Small Business19%
    Midsize Enterprise20%
    Large Enterprise60%
    Buyer's Guide
    BMC Helix ITSM vs. IBM SmartCloud Control Desk
    July 2022
    Find out what your peers are saying about BMC Helix ITSM vs. IBM SmartCloud Control Desk and other solutions. Updated: July 2022.
    622,358 professionals have used our research since 2012.

    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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    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.