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BMC Helix ITSM vs Clarity SM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024
 

Categories and Ranking

BMC Helix ITSM
Ranking in Help Desk Software
4th
Ranking in IT Service Management (ITSM)
3rd
Average Rating
8.0
Number of Reviews
76
Ranking in other categories
No ranking in other categories
Clarity SM
Ranking in Help Desk Software
21st
Ranking in IT Service Management (ITSM)
20th
Average Rating
7.8
Number of Reviews
107
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the IT Service Management (ITSM) category, the mindshare of BMC Helix ITSM is 13.6%, up from 12.4% compared to the previous year. The mindshare of Clarity SM is 1.2%, up from 1.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

RajkumarK - PeerSpot reviewer
Nov 21, 2023
The leading service management platform for delivering intelligent, user-centric experiences
We used to support VMware applications, focusing on distributed applications such as data from ETW, Snowflake, and SAP. Our role involved processing critical data systems through internal mechanics and IT processes, primarily managed by the application support group.  We employed services to…
Türker Kara - PeerSpot reviewer
Feb 24, 2023
Quite good back-end architecture for end users but the API is very, very bad
Our company uses the solution for system, program, service request, change, and knowledge-based management.  We perform CMD authorizations and use a lot of integrations for our in-house or third-party applications. We also use Salesforce automations and Microsoft orchestrations.  We have about…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"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."
"You can customize it and make it work to the client's needs."
"The flexibility and being able to connect to multiple products are valuable. It allows to use it the way we want to use it versus the way it came out of the box."
"It gives us one central location to know, not only who is contacting us, but what they're contacting us for, what application they're contacting us for."
"We have decreased training and talk time, and all those good stats, just by reusing information, not reinventing it, every time we get a call."
"the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind."
"We centralized our knowledge from various sources into one source of truth that is continually updated."
"It has allowed us to be more efficient in our problem and change management processes and procedures."
"The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works.​"
 

Cons

"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"BMC Helix ITSM should improve its price."
"The dashboard can be better."
"Support could be more skilled. We are wasting too much of our time debugging.​"
"The interface isn't that great."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"The amount of software issues are still too big, even considering the complexity of the tool."
"There are some issues regarding the knowledge base and the configuration manager."
"Improvements would include simplification in the user interface, being more expandable, better documentation. The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions."
"The user interface is just boring. I'd like to see a more interactive UI, from the end-user perspective, and from the analyst's perspective. I would like a product that looks like it was developed maybe in 2015, or at least 2012."
"The product needs to have a better user experience in the interface and mobile functionality.​"
"It doesn't yet have the ability to integrate with other products."
"Although I wasn't involved in the initial setup I have been involved with upgrades. They have been fairly complex. We've had some issues with upgrades where we had to roll back and get some things fixed. Some things that we ended up tracking back to not following directions right, but then other things we've run into issues."
 

Pricing and Cost Advice

"If you are looking for some kind of professional services form the OEM then you would have to purchase that."
"While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper."
"It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."
"Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed."
"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
"It is too expensive for a small business."
"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."
"BMC is a little bit cheaper than ServiceNow, but BMC doesn't have the same capabilities in its entry-level product at the moment. The basic version does not have the DWP features that most of our customers are requesting."
"I think pricing of this model is suitable for growing corporations."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"Pricing is simple, as it’s per concurrent analysts."
"I don't see anyone other than large companies being able to afford this system."
"There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM."
"The pricing is based on a subscription model."
"The solution is quite reasonable compared to other solutions in the market."
"Clarity offers a perpetual license. Customers purchase the license once and then pay for maintenance. CA provides a subscription model as well. Both models are available for our customers."
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Top Industries

By visitors reading reviews
Computer Software Company
17%
Financial Services Firm
13%
Government
8%
Manufacturing Company
8%
Computer Software Company
16%
Financial Services Firm
14%
Manufacturing Company
11%
Real Estate/Law Firm
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about BMC Helix ITSM?
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 depart...
What needs improvement with BMC Helix ITSM?
The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident m...
What is your primary use case for BMC Helix ITSM?
We majorly use the solution for user ticket management, incident management, and event management.
What do you like most about Clarity SM?
It is the most stable product in the market.
What is your experience regarding pricing and costs for Clarity SM?
The solution is quite reasonable compared to other solutions in the market.
What needs improvement with Clarity SM?
They should enhance the service desk manager's service point function to be more customizable. Presently, there are so many limitations in this particular UI. Thus, similar to the existing UI, they...
 

Also Known As

Remedy ITSM, Remedy, Helix Remedy
CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
 

Learn More

 

Overview

 

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
Find out what your peers are saying about BMC Helix ITSM vs. Clarity SM and other solutions. Updated: October 2024.
814,649 professionals have used our research since 2012.