We performed a comparison between BMC Helix ITSM and OpenText Service Manager [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM).
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"Improved our organization with better customer experience and reporting abilities."
"With service requests, we have been able to give visibility to the business users."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"It's a very integrated solution."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"The versatility and customizability of the product is what I like most."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"It can adapt to any process in the organization."
"It's pretty well-structured in modules."
"Technical support is pretty good."
"Service Manager does what it should, but it's quite outdated."
"It helps to register things, to see the changing parts, and to correlate incidents."
"Its flexibility and ease of customization are its most valuable features."
"The solution is simple to set up."
"Service Manager gives us a single system where everything is centralized in one base."
"Encountered issues with scalability and stability."
"We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved. During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"It needs to be more comfortable for the end-user."
"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."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"The dashboard can be better."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
"I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless."
"The solution does not interface well with other products and is difficult to implement."
"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."
"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."
More OpenText Service Manager [EOL] Pricing and Cost Advice →
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while OpenText Service Manager [EOL] is ranked 12th in IT Service Management (ITSM) with 48 reviews. BMC Helix ITSM is rated 8.0, while OpenText Service Manager [EOL] 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 [EOL] 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 IBM Maximo, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and IBM Maximo.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
We monitor all IT Service Management (ITSM) 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.
