We performed a comparison between BMC Helix ITSM, ManageEngine SupportCenter Plus, and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."It's one of the top solutions on the market for ITSM capabilities."
"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."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"Initial, out-the-box setup was easy with no problems."
"Improved our organization with better customer experience and reporting abilities."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"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."
"The product is very scalable and stable when used as a help desk once it is built out."
"The solution has a user-friendly interface."
"The most impactful feature in our day-to-day operations is the ticket status, which provides crucial visibility into the progress of each resource or incident."
"The most valuable feature is that this is a Cloud solution."
"What I like the most is that it's a common service data model and the fact that everything is available on one platform."
"Will give us better control over asset management and technical debt once we can centralize all contract information."
"Change management is most valuable."
"It enables us to meet SLAs, track issues across the environment, and report those issues."
"It's great for keeping everyone informed in the company - not just IT. Everyone becomes aware of change requests and incidents so the entire company is on the same page."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"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."
"I would also love to see consistency across all consoles."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"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."
"The user experience could be better."
"The business model for the company is to sell low and charge for customization, education or expertise."
"The product is very difficult to use and configure and requires specialists."
"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."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"I would like to see some kind of project management or portfolio management in a future version."
"It's missing monitoring capabilities."
"We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition."
"The pricing of the solution could be better. It's a bit high."
"One thing I don't care for is the reporting and the way it functions."
"I have a problem with the way the solution's price is calculated."
"I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great."
"Like all other IaaS, PaaS, and SaaS subscription cloud providers, ServiceNow is constantly improving by building new capabilities to expand the breadth and depth of its offerings while increasing its activities with partners to build more capabilities."
"The solution's user experience could be improved concerning its UI and portals."
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