BMC Helix ITSM and Cherwell Service Management compete in the IT Service Management category. BMC Helix ITSM seems to have the upper hand due to better user reviews regarding pricing and support, while Cherwell excels in feature robustness.
Features: BMC Helix ITSM enhances efficiency with automation, predictive capabilities, and integration with third-party applications. Cherwell Service Management provides extensive customization options, a flexible workflow engine, and call logging and escalation features that are user-friendly.
Room for Improvement: BMC Helix ITSM could improve in initial setup complexity, flexibility in customizations, and user interface simplicity. Cherwell Service Management might benefit from shorter deployment timelines, enhanced base-level features without customization, and cost-effective integrations with other platforms.
Ease of Deployment and Customer Service: BMC Helix ITSM offers a quick cloud-based deployment and responsive customer service, contrasting with Cherwell's flexible but potentially longer timelines due to its on-premises and cloud options. Customer service experiences vary based on these deployment models.
Pricing and ROI: BMC Helix ITSM may have higher initial setup costs but provides strong ROI through operational efficiencies and automation. Cherwell Service Management offers competitive pricing with strong value in customizable solutions, though ROI can differ based on usage scale.
BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.
BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.
Key Features
Some of BMC Helix ITSM’s key features include:
Reviews from Real Users
BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.
A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, 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 customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”
Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. 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.”
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