BMC Helix ITSM vs IFS Cloud Platform comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between BMC Helix ITSM and IFS Cloud Platform based on real PeerSpot user reviews.

Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed BMC Helix ITSM vs. IFS Cloud Platform Report (Updated: September 2023).
735,226 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients.""The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool.""BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC.""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.""Technical support has been fine.""The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification.""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.""I like the single sign-on and that administrators can customize."

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"All the modules are valuable in their own right, but everything has to go through the ERP. IFS has done an excellent job integrating the various modules to complete these processes. My expertise is in the finance module, but I have used the other verticals. It's an all-around good product.""IFS has been completely rebuilt, modernized, and cloud-based so we don't need bulky software installations.""The financial posting controls are quite handy. The user interface is really friendly, highly flexible, and pretty intuitive for end users.""Having a young talented programmer, during the six years of use, we were able to save around 75 000 EUR preparing simple modifications using customization rather than ordering them in IFS / Partner.""IFS Applications' best feature is the user-friendly interface that has a .NET Framework application in the front end and an Oracle database and WebLogic middleware.""What I like about IFS Applications is that it's easier to use and implement than SAP. I also like that the IFS Applications team is more flexible than the SAP team.""The most valuable features of IFS Applications in the latest version are the new user Arena interface. It's from Apps 9, but it brings more flexibility in usage, especially around different devices, such as mobile usage, which doesn't restrict you from using a computer. We are it for the HR side, and it's proving quite good. It has a new modern feel to it similar to a standard cloud application which enhances the user experience.""When it comes to financing, the solution has helped us to concentrate finance functions like accounting processes in one system. This includes about 70 internal entities around the world."

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Cons
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues.""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.""BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services.""The interface isn't that great.""BMC Helix ITSM should have an easy-to-use user interface.""There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view.""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.""The search feature and the dashboard could both be improved."

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"Aspects of HR and payroll could be better.""There should be some improvements in the predefined templates in IFS Applications.""The solution's initial setup process was complex...The technical support my company receives from the implementation partners of the solution is not that great.""Customization needs to be improved.""There were initial difficulties when I started using the application.""We have upgraded to the latest version right now. We have issues with the quality. We tried to enroll in their Evergreen program which was meant to help us adopt any service update or anything that the tool’s providers come up with.""Sometimes from the sales perspective, clients don't always fully understand how large a task or a project they're getting involved in when they decide, "We're going to switch across to IFS." They could probably do a little bit more, maybe around preparing people for these projects.""An area for improvement would be transactions, which can be tedious to complete as the process is very complex."

More IFS Cloud Platform Cons →

Pricing and Cost Advice
  • "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."
  • "The price of BMC Helix ITSM could improve their price."
  • "We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."
  • "The price of BMC Helix ITSM is expensive."
  • "The solution's pricing should come down."
  • More BMC Helix ITSM Pricing and Cost Advice →

  • "There's an additional yearly cost for support."
  • "There are varying license levels that you can purchase."
  • "IFS Applications are competitive in terms of pricing compared to other vendors, such as SAP, Oracle, and Epicor. They are generally cheaper, especially for licensing costs."
  • "Compared to SAP, the pricing for IFS Applications was very affordable. People using the solution would find that it's worth the money."
  • "The pricing of the solution may appear to be expensive for smaller companies with only tens of users; however, for larger and mid-size industrial companies, IFS is able to win deals and the pricing is competitive in the market."
  • "The additional cost that comes with the solution includes the overhead of the people who are trying to fix the tool issues. These people are trying to reproduce the issue and report it to the technical support and testing with them which is huge. It is the cost of quality in the end."
  • "The pricing is relatively high compared to competitors."
  • "We pay for a license to use the solution, which is not very expensive."
  • More IFS Cloud Platform 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:We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years.
    Top Answer:BMC Helix ITSM should have an easy-to-use user interface. The solution should also have a more contemporary look.
    Top Answer:Feature-wise, I like the way it provides inventory details...It is a stable solution.
    Top Answer:I won't be able to comment on the pricing since I wasn't looking after the pricing-related details of the solution.
    Top Answer:Regarding an area of weakness in the solution, it is not a user-friendly solution. In future releases, I want to see more reporting features and interactive dashboards included in the solution. In… more »
    Ranking
    4th
    out of 57 in Help Desk Software
    Views
    8,637
    Comparisons
    5,020
    Reviews
    22
    Average Words per Review
    412
    Rating
    7.5
    9th
    out of 57 in Help Desk Software
    Views
    929
    Comparisons
    644
    Reviews
    14
    Average Words per Review
    874
    Rating
    7.4
    Comparisons
    Also Known As
    Remedy ITSM, Remedy, Helix Remedy
    IFS Applications, Assyst, IFS Cloud
    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.”

    IFS develops and delivers cloud enterprise software for companies around the world who manufacture and distribute goods, build and maintain assets, and manage service-focused operations. Within our single platform, our industry specific products are innately connected to a single data model and use embedded digital innovation so that our customers can be their best when it really matters to their customers – at the Moment of Service​​​​​​​. The industry expertise of our people and of our growing ecosystem, together with a commitment to deliver value at every single step, has made IFS a recognized leader and the most recommended supplier in our sector. Our team of 4,500 employees every day live our values of agility, trustworthiness and collaboration in how we support our 10,000+ customers. Learn more about how our enterprise software solutions can help your business today at ifs.com.

    Offer
    Learn more about BMC Helix ITSM
    Learn more about IFS Cloud Platform
    Sample Customers
    Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
    Carlsberg, Pukka, Aston Martin, Sky, China Airlines, Cimcorp, Mini, Pepsi.
    Top Industries
    REVIEWERS
    Computer Software Company24%
    Comms Service Provider15%
    Manufacturing Company15%
    Financial Services Firm12%
    VISITORS READING REVIEWS
    Computer Software Company15%
    Financial Services Firm13%
    Government10%
    Manufacturing Company7%
    REVIEWERS
    Manufacturing Company42%
    Educational Organization17%
    Transportation Company8%
    Training & Coaching Company8%
    VISITORS READING REVIEWS
    Computer Software Company16%
    Manufacturing Company11%
    Government8%
    Comms Service Provider7%
    Company Size
    REVIEWERS
    Small Business20%
    Midsize Enterprise18%
    Large Enterprise62%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise13%
    Large Enterprise68%
    REVIEWERS
    Small Business37%
    Midsize Enterprise33%
    Large Enterprise30%
    VISITORS READING REVIEWS
    Small Business24%
    Midsize Enterprise16%
    Large Enterprise59%
    Buyer's Guide
    BMC Helix ITSM vs. IFS Cloud Platform
    September 2023
    Find out what your peers are saying about BMC Helix ITSM vs. IFS Cloud Platform and other solutions. Updated: September 2023.
    735,226 professionals have used our research since 2012.

    BMC Helix ITSM is ranked 4th in Help Desk Software with 21 reviews while IFS Cloud Platform is ranked 9th in Help Desk Software with 15 reviews. BMC Helix ITSM is rated 7.6, while IFS Cloud Platform is rated 7.6. The top reviewer of BMC Helix ITSM writes "Reliable with a good front end and very robust". On the other hand, the top reviewer of IFS Cloud Platform writes "Robust, customizable, and modern". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Zendesk and BeyondTrust Remote Support, whereas IFS Cloud Platform is most compared with SAP ERP, Oracle E-Business Suite, SAP S/4HANA, Microsoft Dynamics 365 Business Central and JD Edwards EnterpriseOne. See our BMC Helix ITSM vs. IFS Cloud Platform report.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    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.