We performed a comparison between BMC Helix ITSM and SCSM based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"It provides a good user experience."
"It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"
"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."
"It's one of the top solutions on the market for ITSM capabilities."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"This solution is easy to use."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"The solution offers good productivity at a low price point."
"The most valuable feature is the reporting of incidents."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"Many more features than other comparable products."
"The reporting is very good."
"The interface isn't that great."
"The interface is one major complaint about this product."
"BMC Helix ITSM should have an easy-to-use user interface."
"They could be more responsive to feedback from their community board."
"The dashboard can be better."
"BMC Helix ITSM should improve its price."
"It takes a long-time to plan and deploy the on-premise solution."
"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."
"The user interface needs to be improved."
"The price of this solution is high and it needs to be cheaper."
"They need more integration with open-source products."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. BMC Helix ITSM is rated 8.0, while SCSM is rated 7.0. 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 SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and TOPdesk, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BeyondTrust Remote Support and Freshservice. See our BMC Helix ITSM vs. SCSM report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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