We performed a comparison between BMC Helix ITSM and Motadata ServiceOps based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information."
"With service requests, we have been able to give visibility to the business users."
"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."
"Technical support has been fine."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"The solution can perform well for large-sized companies."
"The documentation for beginners is easily available online and very useful."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"The documentation could improve in BMC Helix ITSM."
"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."
"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 to make customizable/configurable article templates in the Knowledge Management."
"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"We have noticed that sometimes we have a delay in action on technical support issues due to time differences."
Earn 20 points
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while Motadata ServiceOps is ranked 34th in IT Service Management (ITSM). BMC Helix ITSM is rated 8.0, while Motadata ServiceOps is rated 6.0. 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 Motadata ServiceOps writes "Responsive technical support and an easy initial setup but needs better asset management". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Motadata ServiceOps is most compared with ServiceNow.
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