We performed a comparison between BMC Helix ITSM, ServiceNow, 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)."Our Change Management and Incident Management processes have been greatly improved."
"It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"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."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"Helix is stable."
"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."
"It provides a good user experience."
"The subsequent chain of tasks, I believe, is valuable."
"Good stable and scalable solution."
"It allows us to filter the data, create graphs, and get detailed reports."
"The solution integrates well with other products."
"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."
"The most valuable features of the solution are the ease of use and the sensor for ticketing systems."
"If it is a high priority, they will respond very quickly. If it is a low priority issue, it might take some time, some three or four days. I would rate the technical support as a 10 out of 10."
"We have found change management and CMDB to be very useful."
"The way the dashboard works with the main orchestrator to combine different types of cloud providers is helpful."
"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."
"The product provides excellent daily reports."
"The flexibility is the product's most valuable feature."
"This solution has made us aware that we are over-provisioning our virtual machines."
"The most valuable feature is the metering capability."
"The most valuable feature is that it allows us to compare the billing between the clouds."
"Support could be better."
"In the next release, I would like to see AI used for classification or categorization."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"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."
"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."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
"A new user does need training or time to learn the solution before jumping in. It was very hard in the beginning to understand everything. I couldn't find the models I needed at the time."
"The customer service of the product right now isn't very good. It's an aspect they really need to improve."
"For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow."
"We do a lot of relatively advanced stuff for the size that we are, but ServiceNow itself is so big and to some extent, there is a significant amount of complexity that you have, a big learning curve I would say, in order to really get on board."
"Integration capabilities can improve."
"The high price is a huge barrier in Portugal."
"The customization that we are doing for the needs of our organization are difficult to do and could be improved."
"If you have advanced questions, technical support often doesn't know the answer."
"The pricing model is complicated and would be more predictable if it were simplified."
"I would like to have an easy way of modifying the reference data that is used for the purposes of estimating the total billing."
"If you haven't established a vSphere cluster and you only have a single server to integrate, you can't deploy any service."
"It's not always easy to find the information you need. You must have a lot of technical experience to find the right location for what you're implementing within the program."
"The knowledge base is not available for the engineers, which is something that needs to be improved."
"The solution's private cloud is much too expensive."
"It would be a good idea for VMware to be compatible with the most popular orchestration tools in the market."
"Better integration with other VMware toolsets would be beneficial."
