We performed a comparison between BMC Helix ITSM and OpenText Service Manager [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM).
"Improved our organization with better customer experience and reporting abilities."
"The solution has good capabilities for analytics."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"With service requests, we have been able to give visibility to the business users."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"The versatility and customizability of the product is what I like most."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"Technical support is pretty good."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"It helps to register things, to see the changing parts, and to correlate incidents."
"Its flexibility and ease of customization are its most valuable features."
"The initial setup is easy."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"It's easy to scale."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"Support could be better."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"The interface is one major complaint about this product."
"It has created more layers of bureaucracy."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"Their end-user interface and technical support features could be improved."
"The product's technical support services need improvement."
"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"Customization can be difficult at times because scripting is often required."
"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
"The interface could be better."
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BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while OpenText Service Manager [EOL] is ranked 12th in IT Service Management (ITSM) with 48 reviews. BMC Helix ITSM is rated 8.0, while OpenText Service Manager [EOL] is rated 7.2. 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 OpenText Service Manager [EOL] writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and IBM Maximo.
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