We performed a comparison between BMC Helix ITSM and ManageEngine ServiceDesk Plus 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."The solution can perform well for large-sized companies."
"With service requests, we have been able to give visibility to the business users."
"Our Change Management and Incident Management processes have been greatly improved."
"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"The most valuable features are the simplicity and the in-duty features."
"ManageEngine provides additional modules that we can integrate in the future."
"The strength is its pricing. It is easy to use."
"I like the catalog features and workflow. I also like the knowledge space."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"We not only handle tickets, but also requests from many departments. All are easy to manage."
"The most valuable feature is its ease of use."
"Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that."
"Incident Management is a good feature."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"Log in process is unnecessarily complicated."
"BMC Helix ITSM should improve its price."
"BMC Helix ITSM should have an easy-to-use user interface."
"There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"The Approval Central system needs to be refreshed."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"The UI for the app needs improvement."
"There's no native integrations between the systems."
"Security could be better. It would be better if ManageEngine ServiceDesk Plus had really good defense products like BlackBerry. I can recommend BlackBerry for the defense part, but not the other things. For example, before we switched over to ManageEngine ServiceDesk Plus, we had issues with mobiles switching off cameras, and now it doesn't happen at all."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception."
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
"I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product."
"ManageEngine ServiceDesk Plus could improve by making asset management better. The professional version has asset management but it should be available in the free version, it would help my organization."
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BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. BMC Helix ITSM is rated 8.0, while ManageEngine ServiceDesk Plus is rated 8.0. 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 ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, Freshdesk, IBM Maximo and IFS Cloud Platform, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Zoho Desk, Freshservice and Freshdesk. See our BMC Helix ITSM vs. ManageEngine ServiceDesk Plus report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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