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BMC Helix ITSM vs Clarity SM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

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

ROI

Sentiment score
6.5
Challenges in assessing ROI exist, but stability, automation, and improved processes offer value despite licensing and integration concerns.
Sentiment score
8.5
Clarity SM yields satisfactory ROI; larger organizations benefit more, but simpler tasks might incur unnecessary costs, with limited data available.
 

Customer Service

Sentiment score
6.3
BMC Helix ITSM support varies by tier, with premium offering quick service, while others face delays and inconsistency.
Sentiment score
7.0
Clarity SM's customer and technical support receives mixed reviews, praised for knowledge but criticized for inconsistent and slow resolutions.
There are issues with misrouting and a preference for email rather than direct communication via phone calls.
 

Scalability Issues

Sentiment score
7.6
BMC Helix ITSM efficiently scales for large enterprises, offering flexibility and robust performance with some complexity in customization.
Sentiment score
7.1
Clarity SM efficiently scales for thousands, adapting to various environments and processes, proving reliable for large enterprises.
The product's scalability is adequate for us, yet its complex customization sometimes restricts extensive adaptability.
 

Stability Issues

Sentiment score
7.3
BMC Helix ITSM is generally stable and reliable, with high user ratings despite occasional architecture-dependent issues.
Sentiment score
7.3
Clarity SM offers stable performance with improved reliability, though larger deployments face challenges; system configuration is crucial.
Over the past five years, we have experienced no major issues or downtime during upgrades.
 

Room For Improvement

BMC Helix ITSM needs enhanced user-friendliness, customization, performance, integration, and support to address complexity and user concerns.
Clarity SM requires updates in scalability, UI modernization, integration, reporting, mobile experience, customization, stability, and comprehensive documentation.
BMC Helix ITSM is difficult for us to customize, and most customizations require vendor support, which leads to extra costs.
We lack access to a sandbox for in-house development, which was very helpful for hands-on work with new features.
 

Setup Cost

Enterprise users find BMC Helix ITSM costly, yet its robust features provide value, suggesting analysis and negotiation for cost efficiency.
Enterprise buyers find Clarity SM pricing competitive but express concerns about cost management and prefer its flexible licensing models.
The pricing of BMC Helix ITSM and its implementation costs are quite high, including subscription and maintenance costs per year.
 

Valuable Features

BMC Helix ITSM excels in flexibility, integration, automation, and reporting, enabling efficient IT service management and reduced resolution times.
Clarity SM offers robust ticket management, seamless integration, customization, automation, and ITSM support, enhancing security, scalability, and user satisfaction.
Resolution time has decreased significantly since implementing the self-service portal.
These features are crucial as we complete the implementation and maintain data accuracy in the CMDB.
 

Categories and Ranking

BMC Helix ITSM
Ranking in Help Desk Software
4th
Ranking in IT Service Management (ITSM)
4th
Average Rating
8.0
Reviews Sentiment
6.7
Number of Reviews
78
Ranking in other categories
No ranking in other categories
Clarity SM
Ranking in Help Desk Software
26th
Ranking in IT Service Management (ITSM)
28th
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of April 2025, in the IT Service Management (ITSM) category, the mindshare of BMC Helix ITSM is 11.4%, down from 13.3% compared to the previous year. The mindshare of Clarity SM is 1.0%, down from 1.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Fairoz Gadad - PeerSpot reviewer
Development team is quick to address bugs or shortcomings in their product
BMC's technical support team needs to improve. Right now, the problem over here is we are not getting the exact answers on time. Their engineers are mainly based in the US or Israel, and we get comprehensive dedicated support. Some of the Indian customer service representatives are also outstanding. Unfortunately, in the past six months or seven months, I've been getting brand-new engineers. Either they're not entirely aware of most cases, or they don't know how to troubleshoot further. So for any product to be stable and work correctly, BMC must ensure that customer service is excellent. Even though if your product is a hundred percent, we'll have problems marketing it to our customers.
Türker Kara - PeerSpot reviewer
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…
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Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
15%
Government
9%
Manufacturing Company
8%
Computer Software Company
16%
Financial Services Firm
15%
Manufacturing Company
8%
Government
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?
In User Group sessions held by BMC in India, I mentioned the challenges with vast documentation, making it difficult to find the right information quickly. The recent move to a new platform is bene...
What is your primary use case for BMC Helix ITSM?
I am currently working as a BMC Remedy developer. I have been working for over ten years on the BMC platform. My company uses BMC Helix ITSM for IT service management processes.
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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
 

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: April 2025.
849,190 professionals have used our research since 2012.