We performed a comparison between BMC Helix ITSM and Clarity SM based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."We use this tool for managing tickets, other employee related services, and reporting purposes."
"We have seen year over year customer satisfaction improvement for the last five years."
"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."
"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"
"It provides a good user experience."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"The flexibility and being able to connect to multiple products are valuable. It allows to use it the way we want to use it versus the way it came out of the box."
"We centralized our knowledge from various sources into one source of truth that is continually updated."
"The database and the power that is driven behind the database."
"It allows IT to handle users on a personal basis. It allows IT to have a name and a face, and we interact with the end-users."
"The most valuable fractures of Clarity SM are its ease of use and security. I have been highly satisfied. We've been able to integrate it with email and an SMS gateway for the purposes of notifications. That works very well."
"The solution's back-end architecture is very good for end users."
"It is the most stable product in the market."
"The view it provides into who's doing the work."
"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."
"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."
"The search feature and the dashboard could both be improved."
"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 dashboard can be better."
"The interface isn't that great."
"BMC Helix ITSM should improve its price."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"I would like to see the API cleaned up."
"There are some issues regarding the knowledge base and the configuration manager."
"More user experience in the look and feel of the application. "
"If I had to choose, it would be more around the user interface than the mobile experience."
"The upgrade was pretty complex."
"Nowadays every person is used to an interface that is more user-friendly and this one is not so user-friendly maybe due to the fact that, if you need to let people customize everything, sometimes you lose out on a clean user experience."
"The monitoring tool is in need of improvement."
"Ease of support and upgrades need much improvement."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while Clarity SM is ranked 18th in IT Service Management (ITSM) with 107 reviews. BMC Helix ITSM is rated 8.0, while Clarity SM is rated 7.8. 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 Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, ManageEngine ServiceDesk Plus and Agiloft ITSM ITIL Service Desk Suite. See our BMC Helix ITSM vs. Clarity SM report.
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