We performed a comparison between BMC Helix ITSM and Serviceaide ChangeGear 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 versatility and customizability of the product is what I like most."
"It has the power to automatize several different tasks in the ITSM world."
"The product's initial setup phase was easy."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"The user experience could be better."
"BMC Helix ITSM should improve its price."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is 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."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"In the next release, I would like to see AI used for classification or categorization."
"Log in process is unnecessarily complicated."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
Earn 20 points
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while Serviceaide ChangeGear is ranked 30th in IT Service Management (ITSM). BMC Helix ITSM is rated 8.0, while Serviceaide ChangeGear is rated 7.6. 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 Serviceaide ChangeGear writes "Reduced the Service Desk effectiveness compared to the product we were using". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Agiloft Service Desk Suite, whereas Serviceaide ChangeGear is most compared with ServiceNow. See our BMC Helix ITSM vs. Serviceaide ChangeGear report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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