We performed a comparison between BMC Helix ITSM and ManageEngine ServiceDesk Plus based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"It's one of the top solutions on the market for ITSM capabilities."
"The solution can scale."
"It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"
"In general, for incident management, it's okay."
"I rate the solution a ten out of ten for scalability."
"The solution is free for up to five users."
"I like the catalog features and workflow. I also like the knowledge space."
"I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"The workflow automation is the most valuable feature of this solution."
"The tool's most valuable feature is task creation. The tickets get timestamps as well."
"Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface."
"It takes a long-time to plan and deploy the on-premise solution."
"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."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
"The amount of software issues are still too big, even considering the complexity of the tool."
"The documentation could improve in BMC Helix ITSM."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"We'd like to have more integration into other platforms."
"Improvement is needed in the Software Assets Management functionality."
"The solution, overall, is expensive."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"The product's asset management tool needs improvement."
"The product needs to allow for implementation for other departments besides the IT help desk."
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BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. BMC Helix ITSM is rated 8.0, while ManageEngine ServiceDesk Plus is rated 8.0. 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 ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, Freshdesk, IBM Maximo and Zendesk, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, SCSM and Zoho Desk. See our BMC Helix ITSM vs. ManageEngine ServiceDesk Plus report.
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