We performed a comparison between BMC Helix ITSM and OpenText Service Manager [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM).
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"It has centralized all work orders and help desk ticket tracking."
"With service requests, we have been able to give visibility to the business users."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"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."
"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"It's a very integrated solution."
"It's easy to scale."
"It gives us better understanding and control of service management."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"It can adapt to any process in the organization."
"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."
"Its flexibility and ease of customization are its most valuable features."
"It helps to register things, to see the changing parts, and to correlate incidents."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"The user experience could be better."
"The search feature and the dashboard could both be improved."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"They could be more responsive to feedback from their community board."
"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."
"It takes a long-time to plan and deploy the on-premise solution."
"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."
"The interface could be better."
"The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."
"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
"I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless."
"Pure cloud-based native functionality is lacking."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
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BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while OpenText Service Manager [EOL] is ranked 12th in IT Service Management (ITSM) with 48 reviews. BMC Helix ITSM is rated 8.0, while OpenText Service Manager [EOL] is rated 7.2. 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 OpenText Service Manager [EOL] writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and IBM Maximo.
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