We performed a comparison between BMC Helix ITSM, SCSM, and Serviceaide ChangeGear based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The digital workplace is appealing."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"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 use this tool for managing tickets, other employee related services, and reporting purposes."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"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."
"The product's initial setup phase was easy."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"The reporting is very good."
"The solution offers good productivity at a low price point."
"It is one of the most stable solutions in the market."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"Many more features than other comparable products."
"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."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"Support could be better."
"Log in process is unnecessarily complicated."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"Adding additional fields does not work very well."
"The interface is one major complaint about this product."
"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."
"They could be more responsive to feedback from their community board."
"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."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"Mobile application integration would be an improvement."
"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."
"Once we had an issue with a desktop download that would not open."
"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."
"Resources for understanding compliance and relative compliance need to be made available."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
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