We performed a comparison between BMC Helix ITSM and OpenText Service Manager [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"Our Change Management and Incident Management processes have been greatly improved."
"BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."
"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."
"Technical support is pretty good."
"It helps to register things, to see the changing parts, and to correlate incidents."
"It gives us better understanding and control of service management."
"We can have all our requests and incidents registered in one system."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"Service Manager gives us a single system where everything is centralized in one base."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"It has created more layers of bureaucracy."
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."
"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."
"Needs less infrastructure requirements."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."
"Customization can be difficult at times because scripting is often required."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"Their end-user interface and technical support features could be improved."
"The interface could be better."
"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."
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BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while OpenText Service Manager [EOL] is ranked 12th in IT Service Management (ITSM) with 48 reviews. BMC Helix ITSM is rated 8.0, while OpenText Service Manager [EOL] is rated 7.2. 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 OpenText Service Manager [EOL] writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and IBM Maximo.
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