We performed a comparison between BMC Helix ITSM 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 solution can perform well for large-sized companies."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"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."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"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."
"I like the single sign-on and that administrators can customize."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"Initial, out-the-box setup was easy with no problems."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"The reports need improvement, it is not a good functioning tool."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."
"Encountered issues with scalability and stability."
"The documentation could improve in BMC Helix ITSM."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
Earn 20 points
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Serviceaide ChangeGear is ranked 31st in Help Desk Software. BMC Helix ITSM is rated 8.0, while Serviceaide ChangeGear 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 Serviceaide ChangeGear writes "Reduced the Service Desk effectiveness compared to the product we were using". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Serviceaide ChangeGear is most compared with ServiceNow and Zoho Desk.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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