We performed a comparison between BMC Helix ITSM and Clarity SM 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 most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"The most valuable features are the simplicity and the in-duty features."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"The most valuable features I have found to be the activity logs and 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 product's initial setup phase was easy."
"In general, for incident management, it's okay."
"It is the most stable product in the market."
"We especially like the look of xFlow. That looks very personal, so they can keep track of how things are going with their ticket, if it has been worked on, what the status of it is. It seems to be a little more user friendly. The user can see more from a distance right away."
"It also provides the front end for the employees too. It's pretty basic, but it gives them the means to reach out to IT so they don't have to pick up the phones."
"The solution's back-end architecture is very good for end users."
"You can customize it and make it work to the client's needs."
"The use, from administrative stance, is pretty simple; and even from an analyst and employee's stances. It's an easy to use system, as far as ticketing systems go, because some of them can be really inundating and complex."
"The most valuable fractures of Clarity SM are its ease of use and security. I have been highly satisfied. We've been able to integrate it with email and an SMS gateway for the purposes of notifications. That works very well."
"The new xFlow interface that was introduced for Level 1 analysts really helps the them to achieve the best and fastest result for their users/customers."
"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
"It needs to be more comfortable for the end-user."
"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."
"The documentation could improve in BMC Helix ITSM."
"In the next release, I would like to see AI used for classification or categorization."
"The interface is one major complaint about this product."
"I would like to see the API cleaned up."
"The API is very, very bad so we developed our own."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
"There are some issues regarding the knowledge base and the configuration manager."
"The upgrade was pretty complex."
"The user interface is just boring. I'd like to see a more interactive UI, from the end-user perspective, and from the analyst's perspective. I would like a product that looks like it was developed maybe in 2015, or at least 2012."
"The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while Clarity SM is ranked 18th in IT Service Management (ITSM) with 107 reviews. BMC Helix ITSM is rated 8.0, while Clarity SM is rated 7.8. 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 Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, ManageEngine ServiceDesk Plus and Agiloft ITSM ITIL Service Desk Suite. See our BMC Helix ITSM vs. Clarity SM report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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