BMC Helix ITSM and Zendesk compete in the IT service management domain. BMC Helix ITSM is preferred for its comprehensive ITIL coverage and customization capabilities, while Zendesk's straightforward setup and ease of use provide it an advantage for companies seeking quick deployment.
Features: BMC Helix ITSM provides in-depth customization and extensive ITIL process coverage with modules like incident and change management. Its strong integration capabilities make it valuable for diverse business needs. Users appreciate its scalability and adaptability across various environments. Zendesk focuses on user-friendly design and integrates well with multiple channels such as social media and chat, which boosts customer engagement. It offers a straightforward ticket management system and a robust self-service community platform that enhances user interaction.
Room for Improvement: BMC Helix ITSM needs to modernize its interface and improve cloud management. Its complex reporting and debugging processes also require enhancement, as well as simplifying user access and migration solutions. Zendesk could refine its ticket merging process and enhance reporting functionalities. The platform can benefit from better integration options and macro applications while also addressing the high costs associated with enterprise-level deployment.
Ease of Deployment and Customer Service: BMC Helix ITSM offers versatile deployment options including on-premises and various cloud environments. However, customer service experiences differ, with some users desiring higher-tier support. Zendesk's deployment is praised for its simplicity in public and hybrid clouds, coupled with generally responsive customer service. Still, users seek more consistent agent expertise in complex issue resolution.
Pricing and ROI: BMC Helix ITSM is viewed as a high-cost solution, but users recognize the ROI due to its comprehensive features. Its complex licensing can be a challenge. Zendesk has competitive pricing, yet some users find it expensive at the enterprise level. It demonstrates a clear ROI through improved efficiency and customer satisfaction, but requires strategic planning to manage agent licenses effectively.
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.”
Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.
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