We performed a comparison between BMC Helix ITSM and IBM Maximo based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."The solution has good capabilities for analytics."
"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."
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"Technical support has been fine."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"With service requests, we have been able to give visibility to the business users."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"It's one of the top solutions on the market for ITSM capabilities."
"IBM Maximo is the best software for assets management."
"IBM Maximo is a very strong and powerful tool in the market…Scalability-wise, I rate the solution a ten out of ten."
"I have found Work Order management the most valuable feature. Additionally, it is a very robust and powerful solution."
"The ability to configure and integrate it with other solutions for ERP."
"The large range of configurability of the product is great, since everyone has a different way of doing things."
"The Preventive Maintenance feature, especially in its inspection routines and KPI abilities, is valuable."
"The most powerful features are the database and integration with CMDB."
"Its capabilities let us organize our work."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"Encountered issues with scalability and stability."
"There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency."
"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."
"The documentation could improve in BMC Helix ITSM."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"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."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"The initial setup was complex, because it is a complex product."
"The solution is not stable. We can have one day when it is stable and another day it is not. Sometimes it crashes or becomes very slow, and there are times we are not even able to download all the databases. Without the database, we cannot work on that application. These are the small glitches, and stability issues we are facing."
"Maximo is a big system, so the initial setup is complex."
"The standard reports that shipped with the package need to be enriched with more advanced reports, especially for the Inventory Management sections."
"Areas for improvement include: an enhanced Service Catalog on Mobile; Agent intelligence; better dashboards for KPIs."
"I feel that the interface is a little too complicated with a large number of fields to enter."
"Could use some alignment regarding some standards and the tracking of the IT assets. Even though they have all of the information (i.e. where are the assets, who owns the asset, etc.), they were not mapping it to different cyber standards."
"Areas for improvement would be the user interface and support for Arabic. They could also be more customer-oriented."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while IBM Maximo is ranked 1st in Enterprise Asset Management (EAM) with 23 reviews. BMC Helix ITSM is rated 8.0, while IBM Maximo 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 IBM Maximo writes "Work order management and scalability enables the businesses' needs to be met". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Zendesk, whereas IBM Maximo is most compared with ServiceNow, JIRA Service Management, ABB Ability Asset Suite EAM, IFS Cloud Platform and Corrigo Enterprise.
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