We performed a comparison between BMC Helix ITSM, OpenText Service Manager [EOL], and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM).
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"The digital workplace is appealing."
"The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"The solution can perform well for large-sized companies."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"Technical support is pretty good."
"The solution is simple to set up."
"Service Manager's best features are flexibility and customizability."
"Its flexibility and ease of customization are its most valuable features."
"Service Manager does what it should, but it's quite outdated."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."
"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."
"Straightforward tool."
"ServiceNow is a very powerful tool that can perform a lot of different functions."
"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."
"It facilitates the monitoring of major incidents and provides insights into the effort expended to resolve each incident."
"The most valuable features of the solution are the ease of use and the sensor for ticketing systems."
"It has more extensive features as compared to the other competitors."
"In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do."
"If you stick to the out-of-the-box solution, it's an easy setup."
"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."
"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."
"It takes a long-time to plan and deploy the on-premise solution."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"Needs less infrastructure requirements."
"They could be more responsive to feedback from their community board."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"Service Manager would be improved with access to automation."
"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."
"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 needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"Customization can be difficult at times because scripting is often required."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"The installation and deployment of ServiceNow can be a bit challenging. One major issue I've encountered is that ServiceNow doesn't provide the same mobile responsiveness or features that we used to enjoy with other tools. For example, with Splunk, our response times were about five minutes, and we could manage alerts and incidents directly from our mobile devices."
"It should enhance its offerings by providing the chance to obtain course certifications at an affordable fee."
"The ability to embed help information onto the screens."
"They need to be providing vendors and implementation partners with materials and guidance on implementation."
"I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear."
"The reporting, which also includes dashboards, needs to be improved, and there should also be the ability to turn on and off portions of Project Management. Currently, as soon as you install the new version, you've got to go back there and make all the tweaks. There should be just a configuration file that goes to the new version. The Project Management module does not leverage the knowledge base the way it should, and there is no built-in ability to get to the articles. Resource management should be easier. It would be amazing if they can make resource management a little bit more graphical. There are other solutions that I've seen where resource management was a more visual experience."
"There is room for improvement in price."
"Needs additional software titles and easier normalization."
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