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BMC Helix ITSM vs Micro Focus Service Manager comparison

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Buyer's Guide
BMC Helix ITSM vs. Micro Focus Service Manager
July 2022
Find out what your peers are saying about BMC Helix ITSM vs. Micro Focus Service Manager and other solutions. Updated: July 2022.
622,949 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The most valuable features are the simplicity and the in-duty features.""Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets.""BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product.""It has the power to automatize several different tasks in the ITSM world.""The most valuable feature for our customers using BMC Helix ITSM is change management.""We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us.""It's one of the top solutions on the market for ITSM capabilities.""The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."

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"The solution is simple to set up.""The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits.""Service Manager does what it should, but it's quite outdated.""Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget.""It's easy to scale.""Sometimes, customization is simple. The version we are using now has a nice interface.""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."

More Micro Focus Service Manager Pros →

Cons
"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.""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.""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.""Log in process is unnecessarily complicated.""The notifications that the solution is providing are very helpful, they should keep improving them for the future.""There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features.""The interface isn't that great.""BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."

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"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more.""I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product.""The interface could be better.""Service Manager is at the end of its life. The architecture, performance, and look are all way behind.""Customization can be difficult at times because scripting is often required.""We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system.""I don't see anything lacking."

More Micro Focus Service Manager Cons →

Pricing and Cost Advice
  • "It is too expensive for a small business."
  • "It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."
  • "I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
  • "BMC is a little bit cheaper than ServiceNow, but BMC doesn't have the same capabilities in its entry-level product at the moment. The basic version does not have the DWP features that most of our customers are requesting."
  • "There are licenses to use this solution."
  • "It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
  • More BMC Helix ITSM Pricing and Cost Advice →

  • "I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."
  • "Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."
  • "The license is not cheap."
  • More Micro Focus Service Manager Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:There are several differences between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
    Top Answer:It's one of the top solutions on the market for ITSM capabilities.
    Top Answer:We used to use it and we don't want to use it anymore. We're actually now replacing it. The interface isn't that great. Also, it just doesn't integrate with as many systems as ServiceNow. The initial… more »
    Top Answer: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… more »
    Top Answer:We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and… more »
    Top Answer:We predominantly use it for incident management, change management, and knowledge management.
    Ranking
    6th
    out of 56 in Help Desk Software
    Views
    7,880
    Comparisons
    5,065
    Reviews
    15
    Average Words per Review
    462
    Rating
    7.1
    17th
    out of 56 in Help Desk Software
    Views
    2,005
    Comparisons
    1,411
    Reviews
    5
    Average Words per Review
    404
    Rating
    6.6
    Comparisons
    Also Known As
    Remedy ITSM, Remedy, Helix Remedy
    HPE ITSM, HPE Service Manager
    Learn More
    Overview

    BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.

    BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.

    Key Features

    Some of BMC Helix ITSM’s key features include:

    • Solves service issues in a way that makes you more efficient. BMC Helix ITSM employs advanced analytic software that searches for areas where your organization can drive efficiencies to provide the best possible service.
    • Groups issues that recur in a way that streamlines both analysis and incident management. It uses artificial intelligence to identify and solve groups of incidents in real time. The AI automates these processes, which can prove both tedious and time-consuming.
    • Securely and seamlessly provides services across multi-cloud environments with “a single pane of glass” interface. This allows you to be highly flexible. You can configure your services in a number of different ways without having to worry that your multi-cloud environment won’t be able to support your service management.
    • The ability to view all of your management data in a way that provides you with clear insights into your system’s management. BMC Helix ITSM enables you to create custom reports and dashboards. This makes it possible for you to see any and all significant trends in your operations and services data.

    Reviews from Real Users

    BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.

    A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”

    Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.”

    Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

    Offer
    Learn more about BMC Helix ITSM
    Learn more about Micro Focus Service Manager
    Sample Customers
    Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
    resultspositive, Globicon
    Top Industries
    REVIEWERS
    Computer Software Company23%
    Financial Services Firm16%
    Manufacturing Company16%
    Comms Service Provider13%
    VISITORS READING REVIEWS
    Computer Software Company31%
    Comms Service Provider12%
    Government9%
    Financial Services Firm8%
    REVIEWERS
    Financial Services Firm32%
    Comms Service Provider14%
    Aerospace/Defense Firm11%
    Healthcare Company7%
    VISITORS READING REVIEWS
    Computer Software Company25%
    Comms Service Provider18%
    Government9%
    Financial Services Firm6%
    Company Size
    REVIEWERS
    Small Business22%
    Midsize Enterprise19%
    Large Enterprise58%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise13%
    Large Enterprise72%
    REVIEWERS
    Small Business18%
    Midsize Enterprise8%
    Large Enterprise74%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise14%
    Large Enterprise68%
    Buyer's Guide
    BMC Helix ITSM vs. Micro Focus Service Manager
    July 2022
    Find out what your peers are saying about BMC Helix ITSM vs. Micro Focus Service Manager and other solutions. Updated: July 2022.
    622,949 professionals have used our research since 2012.

    BMC Helix ITSM is ranked 6th in Help Desk Software with 17 reviews while Micro Focus Service Manager is ranked 17th in Help Desk Software with 7 reviews. BMC Helix ITSM is rated 7.2, while Micro Focus Service Manager is rated 6.8. The top reviewer of BMC Helix ITSM writes "Lacking report functionality, complex to operate, but useful interactive activity logs". On the other hand, the top reviewer of Micro Focus Service Manager writes "Streamlines productivity and is able to handle a big number of enterprise-wide service needs". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, IBM Maximo and IFS Applications, whereas Micro Focus Service Manager is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, IBM Maximo and TOPdesk. See our BMC Helix ITSM vs. Micro Focus Service Manager report.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.