We performed a comparison between BMC Helix ITSM and Serviceaide ChangeGear 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."The versatility and customizability of the product is what I like most."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"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"
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"It has centralized all work orders and help desk ticket tracking."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"It's one of the top solutions on the market for ITSM capabilities."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"Support could be more skilled. We are wasting too much of our time debugging."
"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."
"The dashboard can be better."
"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."
"The search feature and the dashboard could both be improved."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"The interface is somewhat dated as compared to technologies in use today."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
Earn 20 points
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while Serviceaide ChangeGear is ranked 30th in IT Service Management (ITSM). BMC Helix ITSM is rated 8.0, while Serviceaide ChangeGear is rated 7.6. 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 Serviceaide ChangeGear writes "Reduced the Service Desk effectiveness compared to the product we were using". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Agiloft Service Desk Suite, whereas Serviceaide ChangeGear is most compared with ServiceNow. See our BMC Helix ITSM vs. Serviceaide ChangeGear report.
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