We performed a comparison between BMC Helix ITSM and OrbusInfinity based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."It has the power to automatize several different tasks in the ITSM world."
"Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
"The versatility and customizability of the product is what I like most."
"With service requests, we have been able to give visibility to the business users."
"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."
"Helix is stable."
"The product's initial setup phase was easy."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"The most valuable features are mainly the reporting side of things and the dashboard."
"I like the integration with the Office tools such as Visio and Excel. The integration with Excel helped us to be able to upload data very easily. Integration with Visio helps us to be able to make changes once and have a centralized diagram. We don't have versions of the diagram. This integration with the Office tools is very useful."
"Log in process is unnecessarily complicated."
"There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"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."
"It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."
"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."
"Needs less infrastructure requirements."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"The refresh cycles for our dashboards could be better. I keep complaining about that. The refresh is supposed to be once a day, but I would love it if it was real-time so that if I make a change to the data in iServer, I should see those changes immediately reflected in the dashboards. They use Power BI, and it seems they've scheduled their refresh to be once a day, which is not that good for us."
"We found a few issues with importing data and all the manipulation of data, especially when it came to the BI side of things because it utilized a particular template to be able to get certain reports. The user administrators could not manipulate it to get the right reports."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while OrbusInfinity is ranked 22nd in IT Service Management (ITSM) with 2 reviews. BMC Helix ITSM is rated 8.0, while OrbusInfinity is rated 8.0. 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 OrbusInfinity writes "Cost-effective, integrates with the Office tools, and allows us to articulate all entities across the enterprise on one platform". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas OrbusInfinity is most compared with iServer, LeanIX, Ardoq and ServiceNow.
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