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 Help Desk Software."Improved our organization with better customer experience and reporting abilities."
"The most valuable features are the simplicity and the in-duty features."
"It's one of the top solutions on the market for ITSM capabilities."
"Initial, out-the-box setup was easy with no problems."
"It provides a good user experience."
"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."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"It's easy to scale."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"It's pretty well-structured in modules."
"It helps to register things, to see the changing parts, and to correlate incidents."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"Service Manager's best features are flexibility and customizability."
"The initial setup is easy."
"The solution is simple to set up."
"ServiceNow has been implemented to streamline team workflows across different departments in our company. Users, including traveling leaders, were able to approve requests and authorize additional rights through the mobile platform."
"The analytics - we like to keep track of how much work everyone is doing."
"It is robust and very user-friendly."
"The pricing of the product is quite good. It's not too expensive."
"ServiceNow is easy to use."
"I have found the workflows and integration the most valuable in this solution."
"It's great for keeping everyone informed in the company - not just IT. Everyone becomes aware of change requests and incidents so the entire company is on the same page."
"The most valuable features of the solution are the ease of use and the sensor for ticketing systems."
"They could be more responsive to feedback from their community board."
"Support could be more skilled. We are wasting too much of our time debugging."
"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."
"Log in process is unnecessarily complicated."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"BMC Helix ITSM should have an easy-to-use user interface."
"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."
"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."
"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."
"The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."
"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."
"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."
"I don't see anything lacking."
"Pure cloud-based native functionality is lacking."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"Service Manager would be improved with access to automation."
"There should be fewer clicks and faster integrations between solutions."
"The ability to embed help information onto the screens."
"The discovery of assets could be improved; right now they only allow for one domain."
"If you have advanced questions, technical support often doesn't know the answer."
"One thing I don't care for is the reporting and the way it functions."
"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."
"Local solutions have lower costs."
"The interface is not user-friendly."
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