We performed a comparison between BMC Helix ITSM, Serviceaide ChangeGear , and vRealize Business for Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"The solution can perform well for large-sized companies."
"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."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"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 solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"The most valuable feature is that it has a very easy and adaptive look and feel, compared with some other cloud solutions."
"The flexibility is the product's most valuable feature."
"The most valuable feature is the metering capability."
"The tool helps us to monitor the services provided to customers as a cloud provider. The product is a monitoring solution that helps customers pay for their utilization of services."
"This solution has made us aware that we are over-provisioning our virtual machines."
"The most valuable feature is that it allows us to compare the billing between the clouds."
"I like the integration with other applications or vendors."
"It doesn't take long to develop an automation blueprint. You need about half an hour, and then you can install or deploy it on several systems. That was our first great advantage in the project because we urgently needed to deploy across many different systems."
"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."
"They could be more responsive to feedback from their community board."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"The interface isn't that great."
"It takes a long-time to plan and deploy the on-premise solution."
"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."
"They should add some of the bolt-ons into the initial setup, such as chat."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"There are some kinks to resolve with the Web GUI user interface, as it freezes at times."
"The solution's private cloud is much too expensive."
"If you haven't established a vSphere cluster and you only have a single server to integrate, you can't deploy any service."
"It would be a good idea for VMware to be compatible with the most popular orchestration tools in the market."
"The pricing model is complicated and would be more predictable if it were simplified."
"The product needs some investment in configuration. I would like to see better and more optimized configuration in the tool's future releases."
"The knowledge base is not available for the engineers, which is something that needs to be improved."
"I would like it if they could provide their customers with more qualified support."
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