We performed a comparison between BMC Helix ITSM and SCSM based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"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."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"I like the single sign-on and that administrators can customize."
"We have seen year over year customer satisfaction improvement for the last five years."
"The product's initial setup phase was easy."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"The call logging is the solution's most valuable feature. It's very easy to use."
"This solution is easy to use."
"The most requested feature from our customers is the helpdesk ticketing system."
"This product has helped our organization by allowing people to connect with each other."
"It is a simple solution that is easy to configure."
"The solution is quite easy to integrate with other Microsoft products."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"Log in process is unnecessarily complicated."
"The Approval Central system needs to be refreshed."
"The dashboard can be better."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"They should add some of the bolt-ons into the initial setup, such as chat."
"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."
"The search feature and the dashboard could both be improved."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"Mobile application integration would be an improvement."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
"We would like to see a web-based interface that works on mobile devices."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while SCSM is ranked 11th in IT Service Management (ITSM) with 23 reviews. BMC Helix ITSM is rated 8.0, while SCSM is rated 7.0. 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 SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Salesforce Service Cloud, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BeyondTrust Remote Support and Freshservice. See our BMC Helix ITSM vs. SCSM report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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