We performed a comparison between BMC Helix ITSM and OpenText Service Manager 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 way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"The solution can perform well for large-sized companies."
"The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"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."
"It's one of the top solutions on the market for ITSM capabilities."
"It's a very integrated solution."
"Its flexibility and ease of customization are its most valuable features."
"It helps to register things, to see the changing parts, and to correlate incidents."
"It's easy to scale."
"Service Manager gives us a single system where everything is centralized in one base."
"Technical support is pretty good."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"The solution is simple to set up."
"Service Manager does what it should, but it's quite outdated."
"Encountered issues with scalability and stability."
"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."
"BMC Helix ITSM should have an easy-to-use user interface."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"The user experience could be better."
"BMC Helix ITSM should improve its price."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"Their end-user interface and technical support features could be improved."
"The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other."
"I don't see anything lacking."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews. BMC Helix ITSM is rated 8.0, while OpenText Service Manager is rated 7.2. 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 OpenText Service Manager writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Freshservice, whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management and OpenText Service Management Automation X (SMAX). See our BMC Helix ITSM vs. OpenText Service Manager report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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