"It has the power to automatize several different tasks in the ITSM world."
"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"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."
"Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
"The digital workplace is appealing."
"It's a very integrated solution."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"The pricing of the product is quite good. It's not too expensive."
"ServiceNow was the first true enterprise to service management platform."
"We have found change management and CMDB to be very useful."
"It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents."
"The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs."
"It enables us to meet SLAs, track issues across the environment, and report those issues."
"It is robust and very user-friendly."
"ServiceNow is easy to use."
"Some parts of the solutions are using the old interface."
"Log in process is unnecessarily complicated."
"They could be more responsive to feedback from their community board."
"The reports need improvement, it is not a good functioning tool."
"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."
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."
"In the next release, I would like to see AI used for classification or categorization."
"It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."
"There is inherent complexity with this tool because of the number of things that it can do."
"We find it good in general. Obviously, there are areas of improvement for every capability. As they evolve more, if they keep on adding more intelligence into the capabilities, it will improve. The improvement areas are more integration across the landscape and more intelligence for the overall capability of the solution."
"The solution could improve by being more stable."
"The licensing needs to be divided into tiers in order to attract lower-level users."
"Their cloud management is also not that great compared to other products."
"Integration capabilities can improve."
"Creating service catalog forms could be made easier."
"An area for improvement would be the accessibility of downloaded and compressed files."
BMC Helix ITSM is ranked 4th in Help Desk Software with 13 reviews while ServiceNow is ranked 1st in Help Desk Software with 73 reviews. BMC Helix ITSM is rated 7.6, while ServiceNow is rated 8.2. The top reviewer of BMC Helix ITSM writes "Lacking report functionality, complex to operate, but useful interactive activity logs". On the other hand, the top reviewer of ServiceNow writes "Solid, highly scalable, and has got all the features, but needs better reporting, a graphical interface for resource management, and the ability to turn on and off portions of Project Management". BMC Helix ITSM is most compared with JIRA Service Management, ManageEngine ServiceDesk Plus, IBM Maximo, SCSM and Cherwell Service Management, whereas ServiceNow is most compared with Microsoft PowerApps, Pega BPM, ManageEngine ServiceDesk Plus, JIRA Service Management and Appian. See our BMC Helix ITSM vs. ServiceNow report.
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