We performed a comparison between BMC Helix ITSM and IBM Maximo based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"The product's initial setup phase was easy."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"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."
"Technical support has been fine."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"Our Change Management and Incident Management processes have been greatly improved."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"The most powerful features are the database and integration with CMDB."
"There are not many enterprise asset management systems on the market and not many that have the categories that IBM Maximo has."
"Maximo is very stable. We really do not have problem with stability."
"Its capabilities let us organize our work."
"The most valuable features of IBM Maximo are the overall power and interface, and there are a lot of different modules that we use that are helpful. Additionally, it's an integrated solution and it has a lot of capabilities."
"Reliable, very configurable, and it's all integrated in the same database."
"The ability to configure and integrate it with other solutions for ERP."
"IBM Maximo is the best software for assets management."
"It has created more layers of bureaucracy."
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."
"The interface is one major complaint about this product."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"They could be more responsive to feedback from their community board."
"IBM is a big company and they have a lot of products. Level One, the first level of tech support, is the one that is used to stop the tsunami. For everyone, it's always work to get past that."
"Could use some alignment regarding some standards and the tracking of the IT assets. Even though they have all of the information (i.e. where are the assets, who owns the asset, etc.), they were not mapping it to different cyber standards."
"Areas for improvement include: an enhanced Service Catalog on Mobile; Agent intelligence; better dashboards for KPIs."
"Revision management of file attachments."
"Although you can create notifications with Maximo, the configuration and options could be improved."
"The initial setup was complex, because it is a complex product."
"On a scale of one to ten, where ten is easy and one is difficult, I rate the setup process a two since it is very complicated."
"The standard reports that shipped with the package need to be enriched with more advanced reports, especially for the Inventory Management sections."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while IBM Maximo is ranked 1st in Enterprise Asset Management (EAM) with 23 reviews. BMC Helix ITSM is rated 8.0, while IBM Maximo is rated 8.0. 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 IBM Maximo writes "Work order management and scalability enables the businesses' needs to be met". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Zendesk, whereas IBM Maximo is most compared with ServiceNow, JIRA Service Management, ABB Ability Asset Suite EAM, IFS Cloud Platform and Corrigo Enterprise.
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