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 way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"The solution can scale."
"It's one of the top solutions on the market for ITSM capabilities."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"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."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"There's no problem with the software."
"ManageEngine provides additional modules that we can integrate in the future."
"We not only handle tickets, but also requests from many departments. All are easy to manage."
"The solution is free for up to five users."
"I like that ManageEngine ServiceDesk Plus has everything and can be integrated into a single product like SAP. It has also got operations, helpdesk, MDM, and everything integrated. Multiple products can be integrated into one product. You don't have to go for them separately. I also like that they have many partners in India who can come to the site and complete installations."
"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
"I like how it can be integrated and expanded with other ManageEngine products."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"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."
"They could be more responsive to feedback from their community board."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"Support could be more skilled. We are wasting too much of our time debugging."
"The search feature and the dashboard could both be improved."
"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's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"The product needs to allow for implementation for other departments besides the IT help desk."
"The self-service feature for end users and the knowledge base need to be improved."
"When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved."
"Offers very limited customizations."
"The solution, overall, is expensive."
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
"Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful."
"The documentation could be improved."
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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 Ivanti Neurons for ITSM, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, Zoho Desk and SCSM. See our BMC Helix ITSM vs. ManageEngine ServiceDesk Plus report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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