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."In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"It's one of the top solutions on the market for ITSM capabilities."
"The solution can scale."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"It is a simple solution that is easy to configure."
"The call logging is the solution's most valuable feature. It's very easy to use."
"I've used SCSM a lot, and its features are valuable."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"It is quite scalable."
"It is one of the most stable solutions in the market."
"The solution is quite easy to integrate with other Microsoft products."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"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."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy."
"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."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"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."
"The documentation could improve in BMC Helix ITSM."
"In the next release, I would like to see AI used for classification or categorization."
"The price of this solution is high and it needs to be cheaper."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."
"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."
"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."
"They need more integration with open-source products."
"Mobile application integration would be an improvement."
"The configuration could be easier."
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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