BMC Helix ITSM and Microsoft SCSM are IT Service Management solutions, with BMC Helix ITSM leading in complex environments due to its robust customization and comprehensive ITIL process coverage, while SCSM excels in integrating with Microsoft products.
Features: BMC Helix ITSM offers automated orchestration, smart reporting, and rich integration features, providing flexibility and scalability. SCSM stands out for its seamless integration with Microsoft’s ecosystem, along with essential ITSM functionalities, allowing straightforward use with Microsoft software.
Room for Improvement: BMC Helix ITSM users desire a more modern UI and improved integration options, as its complex customization can affect usability. For SCSM, enhancements in the self-service portal, mobile support, and easier customization and reporting tools are highlighted as necessary improvements.
Ease of Deployment and Customer Service: Both solutions offer various deployment models, but BMC Helix ITSM provides greater flexibility. BMC's customer service has varied feedback, with some delays reported, whereas SCSM’s support benefits from existing Microsoft ecosystem familiarity, though timely help can still be an issue for some users.
Pricing and ROI: BMC Helix ITSM, while considered expensive, offers a good ROI for businesses needing complex features, with floating licenses and additional third-party tools serving to manage costs. SCSM is cost-effective for organizations using Microsoft technology, often included within Microsoft enterprise agreements, though the complexity of licensing and integration costs can be a concern.
BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.
BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.
Key Features
Some of BMC Helix ITSM’s key features include:
Reviews from Real Users
BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.
A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”
Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.”
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