We performed a comparison between BMC Helix ITSM and SCSM 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 Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"The solution can scale."
"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"It provides a good user experience."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"I've used SCSM a lot, and its features are valuable."
"It is quite scalable."
"The solution offers good productivity at a low price point."
"It is a simple solution that is easy to configure."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"Encountered issues with scalability and stability."
"Support could be better."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"Log in process is unnecessarily complicated."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"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."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"They need more integration with open-source products."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"Once we had an issue with a desktop download that would not open."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while SCSM is ranked 11th in IT Service Management (ITSM) with 23 reviews. BMC Helix ITSM is rated 8.0, while SCSM is rated 7.0. 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 SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Salesforce Service Cloud, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BeyondTrust Remote Support and Freshservice. See our BMC Helix ITSM vs. SCSM report.
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