We performed a comparison between BMC Helix ITSM and ManageEngine SupportCenter Plus based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"The most valuable features are the simplicity and the in-duty features."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"In general, for incident management, it's okay."
"The product is very scalable and stable when used as a help desk once it is built out."
"The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like."
"The most valuable features are the ITIL compliance and billing."
"We have found the reporting in this product to be very useful."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"The Approval Central system needs to be refreshed."
"Log in process is unnecessarily complicated."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"It needs to be more comfortable for the end-user."
"They could be more responsive to feedback from their community board."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"The tech support is terrible and that seems to be a part of their business plan."
"There is no cloud-based version and it would be helpful if it were available."
"I would like to see some kind of project management or portfolio management in a future version."
"The business model for the company is to sell low and charge for customization, education or expertise."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"The product is very difficult to use and configure and requires specialists."
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BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while ManageEngine SupportCenter Plus is ranked 32nd in Help Desk Software. BMC Helix ITSM is rated 8.0, while ManageEngine SupportCenter Plus is rated 7.8. 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 SupportCenter Plus writes "A product that is everything you need once it is developed but it is extremely difficult to work with". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas ManageEngine SupportCenter Plus is most compared with ManageEngine ServiceDesk Plus, Zoho Desk and Dameware Remote Support.
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