We performed a comparison between BMC Helix ITSM and Symantec ServiceDesk [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"The solution has good capabilities for analytics."
"BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."
"With service requests, we have been able to give visibility to the business users."
"The versatility and customizability of the product is what I like most."
"I like the single sign-on and that administrators can customize."
"I have found the overall features useful, it is intuitive and integrated."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"Support could be better."
"Support could be more skilled. We are wasting too much of our time debugging."
"The user experience could be better."
"It takes a long-time to plan and deploy the on-premise solution."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"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."
"Log in process is unnecessarily complicated."
"The web services could improve with Symantec ServiceDesk. They are sometimes slow and are down sometimes."
Earn 20 points
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Symantec ServiceDesk [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software. BMC Helix ITSM is rated 8.0, while Symantec ServiceDesk [EOL] is rated 8.0. 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 Symantec ServiceDesk [EOL] writes "Intuitive design, well integrated, and reliable". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Symantec ServiceDesk [EOL] is most compared with .
See our list of best Help Desk Software vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.