We performed a comparison between BMC Helix ITSM and Cherwell Service Management 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."Technical support has been fine."
"The solution can perform well for large-sized companies."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"The versatility and customizability of the product is what I like most."
"The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"The digital workplace is appealing."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"All our activities are carried out in the one place."
"The dashboard is very useful to get a quick overview of current tasks."
"The dashboard and the reporting functionality are the solution's most valuable features."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"The most valuable features are problem management and change management."
"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."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"Support could be more skilled. We are wasting too much of our time debugging."
"BMC Helix ITSM should have an easy-to-use user interface."
"It needs to be more comfortable for the end-user."
"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."
"The documentation could improve in BMC Helix ITSM."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"Access is only available if we're on VPN."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"The stability, specifically in the on-premises deployment model, could be improved."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while Cherwell Service Management is ranked 13th in IT Service Management (ITSM) with 6 reviews. BMC Helix ITSM is rated 8.0, while Cherwell Service Management 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 Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Cherwell Service Management is most compared with ServiceNow and Ivanti Neurons for ITSM. See our BMC Helix ITSM vs. Cherwell Service Management report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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