BMC Helix ITSM and Spiceworks are notable products in the IT service management category. BMC Helix ITSM appears to have the upper hand with its comprehensive ITIL process coverage and robust customization, catering to larger business needs with scalability and flexibility.
Features: BMC Helix ITSM offers extensive ITIL process capabilities, robust customization options, and smart reporting to enhance IT service delivery. It integrates seamlessly with CMDB and supports incident, change, and problem management. Spiceworks is renowned for its ease of use as a free helpdesk and inventory management solution for SMBs, providing network scanning and asset management capabilities without the financial burden.
Room for Improvement: BMC Helix ITSM could enhance the user experience, streamline customization, and improve cloud management and documentation. Its traditional UI and performance issues are noted by users. Spiceworks could address stability issues, expand ticketing features, and improve network inventory and automated workflows, with the non-agent-based design limiting discovery quality.
Ease of Deployment and Customer Service: BMC Helix ITSM offers various deployment options such as on-premises, hybrid, and cloud, but these can be complex to set up. Customer service has mixed reviews, with premium support earning praise. Spiceworks provides simple on-premises deployment suited for smaller operations, supported by a community-driven customer service model that is generally well-received.
Pricing and ROI: BMC Helix ITSM is viewed as costly yet provides significant ROI due to its robust functionalities and stability. Spiceworks, being free, offers exceptional value for SMBs, making it a cost-effective entry-level option, although it lacks BMC Helix ITSM's comprehensive feature set.
There are issues with misrouting and a preference for email rather than direct communication via phone calls.
The product's scalability is adequate for us, yet its complex customization sometimes restricts extensive adaptability.
Over the past five years, we have experienced no major issues or downtime during upgrades.
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.
The pricing of BMC Helix ITSM and its implementation costs are quite high, including subscription and maintenance costs per year.
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.
Additionally, it is free software.
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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