We performed a comparison between BMC Helix ITSM, Serviceaide ChangeGear , and ServiceNow 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 is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"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."
"Helix is stable."
"Technical support has been fine."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"The solution can perform well for large-sized companies."
"The digital workplace is appealing."
"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."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible."
"In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do."
"One feature of ServiceNow that is important is the workflow engine. From my perspective [as a consultant] the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features."
"It's actually easy to understand."
"Very good incident management, chain management and problem management features."
"Good stable and scalable solution."
"ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."
"There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities."
"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."
"BMC Helix ITSM should have an easy-to-use user interface."
"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."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"Some parts of the solutions are using the old interface."
"The documentation could improve in BMC Helix ITSM."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"The discovery of assets could be improved; right now they only allow for one domain."
"When it comes to changing some of the features, I would like a little more leeway."
"Its stability and pricing need improvement."
"It's not user-friendly by default, but it can be customized to be customer-friendly."
"For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration."
"Very expensive."
"There is a need to learn scripting because as in the case of all the ITSM tools, scripting is needed for customization. If you're not very comfortable with scripting, then you may feel that you cannot do everything in ServiceNow without learning scripting."
"ServiceNow's mobile app should be seamless and it is not right now."
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