We performed a comparison between BMC Helix ITSM and IFS Cloud Platform based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The versatility and customizability of the product is what I like most."
"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."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"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 solution can perform well for large-sized companies."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"The main reason for the ERP project was to bring together our fourteen sites, which had until then worked in separate silos."
"The product is quite flexible."
"The solution overall is very versatile and flexible, especially compared to other products."
"I like the connectivity and interfaces. In V10, it's easy to modify the interfaces and layouts, but it's becoming more complicated in the cloud. IFS is excellent at asset maintenance and incident management. They have specialized modules for IFS that cover incident and asset management and everything else connected to finance. The reporting in IFS is also easy to use."
"Feature-wise, I like the way it provides inventory details...It is a stable solution."
"A high level of ERP can be handled in IFS."
"The most valuable feature is the distribution module."
"IFS Applications is an all-in-one solution for finance, accounting, and production."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"Adding additional fields does not work very well."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"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."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"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."
"Support could be more skilled. We are wasting too much of our time debugging."
"The interface is somewhat dated as compared to technologies in use today."
"We have upgraded to the latest version right now. We have issues with the quality. We tried to enroll in their Evergreen program which was meant to help us adopt any service update or anything that the tool’s providers come up with."
"There should be some improvements in the predefined templates in IFS Applications."
"IFS uses Crystal Report mostly, which isn't too user-friendly. Developing reports isn't easy and requires a lot of dev time. Since SAP bought it, Crystal Report has become more complicated to use on IFS. You have a dashboard for reporting that is good, but it's incomplete. Most of our clients use Power BI or some additional tooling for BI."
"The next version has already been released, and some of the technical things are a little bit behind the curve in development. This is specifically security, maintenance, security role maintenance, and creation. This is in their new product, called IFS Cloud."
"The solution's initial setup process was complex...The technical support my company receives from the implementation partners of the solution is not that great."
"Customization needs to be improved."
"I'm a business analyst, so I do a lot of customer-facing work. I take calls from businesses I have to troubleshoot. One thing that bugs me is the error messages you get from IFS. If I get an error message, I have to dig to find the cause because, often, the error message doesn't precisely describe the problem. It'll hint about where the problem lies, but you have to work to find the root cause. It doesn't help in my situation. You expect an error message to point to the field or what is causing the issue."
"The integration is a bit complex, and post-implementation support services need to be improved. They have a service center based out of Sri Lanka. The support aspect is good, but the response time is a little slower than we anticipated. In the next release, it would be better if Warehouse Management could be improvised. They have a product line that's a data warehouse management system, but it's still premature and requires a bit of enhancement."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while IFS Cloud Platform is ranked 7th in Help Desk Software with 29 reviews. BMC Helix ITSM is rated 8.0, while IFS Cloud Platform 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 IFS Cloud Platform writes "Robust, customizable, and modern". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and SCSM, whereas IFS Cloud Platform is most compared with SAP ERP, SAP S/4HANA, Oracle E-Business Suite and Microsoft Dynamics 365 Business Central. See our BMC Helix ITSM vs. IFS Cloud Platform report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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