We performed a comparison between BMC Helix ITSM, N-able MSP Manager, 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."If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"The most valuable features are the simplicity and the in-duty features."
"I like the single sign-on and that administrators can customize."
"In general, for incident management, it's okay."
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"This is a premier product and it has been around for a long time."
"I like that you can do all the things with it. You can patch, and you can run the scheduled tasks. You can remote in, upload files, and download files. You can log onto a computer PowerShell, or command prompt, without having to log into RDP. I also like its ease of use."
"I am impressed with the tool's integration with our mail system."
"ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."
"It's easy to integrate. For instance, yesterday we closed the integration with SAP for the IP business management module to manage the forecast of projects. We created an interface between ServiceNow and SAP to control projects for accounting and on the forecast of the project. It was really easy. We don't have any problems with ServiceNow at the moment. As a company, they are improving constantly."
"It provides internal clients with greater transparency about their projects and deliverables."
"I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows."
"The subsequent chain of tasks, I believe, is valuable."
"Very good incident management, chain management and problem management features."
"Change management is most valuable."
"The workflow makes things extremely efficient and it improves effectiveness."
"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."
"The interface is one major complaint about this product."
"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."
"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"BMC Helix ITSM should improve its price."
"I would also love to see consistency across all consoles."
"The tool needs to improve its customization of the user interface."
"Its reporting is lousy and bad. It is not as good as it should be. There is too much work involved to get what you want. Most times, you have to call them to customize some stuff. I just don't like that part. They need to work on their reporting. They have a way to go."
"What I would like to see is a simplified solution that is packaged better, where you can easily implement or turn on the functionality that you need."
"ServiceNow's mobile app should be seamless and it is not right now."
"Data access is a bit difficult, where you sometimes wish you had a relational database for some queries. The flexibility of data access in general is a bit on the low end. Of course, there is flexibility in some ways, but when I need a certain combination of data for some report, it can become a challenge."
"The technical support SLA can be improved because sometimes they take a long time to answer our queries."
"System deployment and automation capabilities could be within the platform, similar to competitors."
"The discovery of assets could be improved; right now they only allow for one domain."
"Compared to other products that I have been using, it is not as user-friendly."
"It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them."
"It's not user-friendly by default, but it can be customized to be customer-friendly."