We performed a comparison between BMC Helix ITSM and Samanage based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."
"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"Technical support has been fine."
"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."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"The solution has a great filtering feature."
"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."
"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."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"BMC Helix ITSM should have an easy-to-use user interface."
"There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"It needs to be more comfortable for the end-user."
"The dashboard can be better."
"The setting up process is not quite easy. It's quite difficult."
"The system shuts down about once a month which is frustrating."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Samanage is ranked 25th in Help Desk Software with 3 reviews. BMC Helix ITSM is rated 8.0, while Samanage is rated 7.6. 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 Samanage writes "Detects incidents quickly, improves our SLA performance and solves issues faster". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Samanage is most compared with ServiceNow, SolarWinds Service Desk and Freshservice.
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