We performed a comparison between BMC Helix ITSM, ManageEngine SupportCenter Plus, and Spiceworks based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"The versatility and customizability of the product is what I like most."
"With service requests, we have been able to give visibility to the business users."
"The product's initial setup phase was easy."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"The solution has good capabilities for analytics."
"We have found the reporting in this product to be very useful."
"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 product is very scalable and stable when used as a help desk once it is built out."
"The most valuable features are the ITIL compliance and billing."
"If you're in the market for a low-cost service desk system, Spiceworks is a good software solution to start out with, especially when it comes to startups and those organizations that don't currently have any existing service desk software in place."
"Spiceworks is generic and free."
"It shows the users that are currently logged in, which is not something that Active Directory by default will ever let you know up front."
"Spiceworks' dashboard allows you to drill down to the notes, where I can take an inventory of the network and see the devices I need to monitor."
"The solution is easy to use and easy to manage."
"It's easy to understand."
"It was easy to integrate Spiceworks with our existing setup."
"Tickets by e-mail, with actions by hastag."
"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."
"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."
"It needs to be more comfortable for the end-user."
"The search feature and the dashboard could both be improved."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"The Approval Central system needs to be refreshed."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"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."
"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."
"The product is very difficult to use and configure and requires specialists."
"The business model for the company is to sell low and charge for customization, education or expertise."
"There are a lot of disadvantages to Spiceworks because it's not an agent-based solution."
"They've also tried to integrate it with social logins, like Twitter and LinkedIn, and that type of login authentication has no place in a corporate application."
"I would like to see more information when drilling down into access permissions, assignments management, or tagging. When I click a note or a device, I should be able to see more details about the router and modem. For example, I want to see the version, downtime, availability, latency, etc. I should have easy access to everything about our assets at a glance."
"Once a device was recognized on the network, Spiceworks never got rid of it even after you took it off the network. You had to go in and manually remove it."
"The GUI must be improved."
"Sometimes, it can be difficult to integrate what you need."
"The network mapping could be improved. Putting together an actual bonafide network map would be really nice."
"With Spiceworks, like, when I open the websites, I have to Zoom in. I need to zoom in on those websites sometimes because it makes it horrible to use."
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