We performed a comparison between BMC Helix ITSM, Spiceworks, and TeamSupport based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"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."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"It has centralized all work orders and help desk ticket tracking."
"I like the single sign-on and that administrators can customize."
"The digital workplace is appealing."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"It's easy to understand."
"Helpdesk and inventory are both equally valuable, and they form the true core of the product."
"Spiceworks is generic and free."
"Spiceworks' dashboard allows you to drill down to the notes, where I can take an inventory of the network and see the devices I need to monitor."
"The solution can find all asset details automatically, whether it's a Mac address, computer name, IP address, models, etc. It's very helpful."
"Tickets by e-mail, with actions by hastag."
"The most valuable features are the inventory and personalization."
"The nice thing about Spiceworks is always it's free. Monitoring of printers for low toner. Finding machines that have low memory or low hard disk space."
"The two most valuable features are the portal and reporting."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"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."
"Adding additional fields does not work very well."
"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."
"In the next release, I would like to see AI used for classification or categorization."
"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"It would be nice to have remote access to the solution via a tablet. They also need remote control from a PC. Right now, to complete the technical support process, you have to have a tool to access the PC, and check the problems."
"I would like to see more information when drilling down into access permissions, assignments management, or tagging. When I click a note or a device, I should be able to see more details about the router and modem. For example, I want to see the version, downtime, availability, latency, etc. I should have easy access to everything about our assets at a glance."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
"They've also tried to integrate it with social logins, like Twitter and LinkedIn, and that type of login authentication has no place in a corporate application."
"With Spiceworks, like, when I open the websites, I have to Zoom in. I need to zoom in on those websites sometimes because it makes it horrible to use."
"Sometimes, it can be difficult to integrate what you need."
"Once a device was recognized on the network, Spiceworks never got rid of it even after you took it off the network. You had to go in and manually remove it."
"There are a lot of disadvantages to Spiceworks because it's not an agent-based solution."
"It needs better integration with other tools like Jira."
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