BMC Helix ITSM and Clarity SM compete in the IT service management category. BMC Helix ITSM appears to have the upper hand due to its robust ITIL support and flexible customization features, but Clarity SM stands out with its strong integration with CA products and ease of use.
Features: BMC Helix ITSM is known for its strong ITIL process support, flexible customization platform, and seamless third-party integration. Additionally, it offers advanced automation capabilities and comprehensive reporting features. Clarity SM excels in integration with CA products, providing scalability and a user-friendly service catalog, alongside process automation features.
Room for Improvement: BMC Helix ITSM can improve in its traditional interface, optimizing mobile tools, and simplifying the upgrade path. Users also suggest enhancements in cloud management and integration tools. Meanwhile, Clarity SM could benefit from an improved user interface for a better user experience and enhanced integration with third-party tools. It also faces challenges in customization flexibility and market competitiveness in real-time reporting.
Ease of Deployment and Customer Service: BMC Helix ITSM offers various deployment models, including on-premises, private, and hybrid cloud, providing flexibility for diverse needs. Despite mixed reviews of its customer service related to support levels, its deployment options are broad. Clarity SM emphasizes on-premises deployment with limited public cloud options. Its customer service is seen as consistent but constrained by fewer deployment models.
Pricing and ROI: BMC Helix ITSM is perceived as cost-effective yet expensive, especially for smaller businesses. Despite this, its robust features justify its pricing and deliver strong ROI potential. Clarity SM is also considered costly, generally suitable for large enterprises. Although it offers flexible licensing, it struggles with high costs compared to cloud-based competitors.
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.”
Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.
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