We performed a comparison between BMC Helix ITSM and SolarWinds Service Desk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."The versatility and customizability of the product is what I like most."
"We have seen year over year customer satisfaction improvement for the last five years."
"Technical support has been fine."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"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."
"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."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"The solution is very stable."
"They should add some of the bolt-ons into the initial setup, such as chat."
"Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy."
"The interface isn't that great."
"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."
"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."
"The reports need improvement, it is not a good functioning tool."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"The integration with other applications can use improvement because, for example, it was nearly impossible to integrate SolarWinds Service Desk with monday.com because we had to get an add-on from Zapier."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while SolarWinds Service Desk is ranked 16th in IT Service Management (ITSM) with 1 review. BMC Helix ITSM is rated 8.0, while SolarWinds Service Desk is rated 9.0. 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 SolarWinds Service Desk writes "A robust solution to automate and manage incidents and requests". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas SolarWinds Service Desk is most compared with Samanage.
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