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 digital workplace is appealing."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"The product's initial setup phase was easy."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"It has centralized all work orders and help desk ticket tracking."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."
"We can have all our requests and incidents registered in one system."
"Service Manager does what it should, but it's quite outdated."
"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."
"It helps to register things, to see the changing parts, and to correlate incidents."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"Technical support is pretty good."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"It has created more layers of bureaucracy."
"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."
"The interface isn't that great."
"The Approval Central system needs to be refreshed."
"They should add some of the bolt-ons into the initial setup, such as chat."
"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."
"Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"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."
"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."
"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
"The interface could be better."
"Their end-user interface and technical support features could be improved."
"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."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
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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