We performed a comparison between BMC Helix ITSM and IFS Cloud Platform 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 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."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"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."
"The product's initial setup phase was easy."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"In general, for incident management, it's okay."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"Individual user profiles that can be configured as templates to minimize data entry."
"Feature-wise, I like the way it provides inventory details...It is a stable solution."
"When it comes to financing, the solution has helped us to concentrate finance functions like accounting processes in one system. This includes about 70 internal entities around the world."
"I like the connectivity and interfaces. In V10, it's easy to modify the interfaces and layouts, but it's becoming more complicated in the cloud. IFS is excellent at asset maintenance and incident management. They have specialized modules for IFS that cover incident and asset management and everything else connected to finance. The reporting in IFS is also easy to use."
"The best feature is the maintenance module, which is essentially an industry-specific workflow designed with a manufacturing module as per industry standards. It's very precise and specific without having complex functionalities. It's straightforward. Field Service Management is definitely a wonderful product that IFS has developed because it caters to field services. The energy and utility sectors can answer their business needs using the software."
"We could quickly understand what was going on and what the customer wanted to do."
"IFS has been completely rebuilt, modernized, and cloud-based so we don't need bulky software installations."
"IFS Applications' best feature is the user-friendly interface that has a .NET Framework application in the front end and an Oracle database and WebLogic middleware."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"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."
"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"The search feature and the dashboard could both be improved."
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."
"They could be more responsive to feedback from their community board."
"The support provided by IFS Applications has room for improvement. I'm based in Poland, and when my company had an issue, finding people from IFS to give my company the support it needed was difficult."
"Some kind of bot assistance, some kind of artificial intelligence to help people solve the problems, would be interesting."
"The next version has already been released, and some of the technical things are a little bit behind the curve in development. This is specifically security, maintenance, security role maintenance, and creation. This is in their new product, called IFS Cloud."
"There are certain digital features that need to be incorporated, such as IOP."
"We have upgraded to the latest version right now. We have issues with the quality. We tried to enroll in their Evergreen program which was meant to help us adopt any service update or anything that the tool’s providers come up with."
"The integration is a bit complex, and post-implementation support services need to be improved. They have a service center based out of Sri Lanka. The support aspect is good, but the response time is a little slower than we anticipated. In the next release, it would be better if Warehouse Management could be improvised. They have a product line that's a data warehouse management system, but it's still premature and requires a bit of enhancement."
"IFS uses Crystal Report mostly, which isn't too user-friendly. Developing reports isn't easy and requires a lot of dev time. Since SAP bought it, Crystal Report has become more complicated to use on IFS. You have a dashboard for reporting that is good, but it's incomplete. Most of our clients use Power BI or some additional tooling for BI."
"IFS Applications can improve the reporting capabilities and increase the speed of feedback time in the IFS Applications. This would help with the overall performance of the solution and provide better experiences for customers."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while IFS Cloud Platform is ranked 7th in Help Desk Software with 29 reviews. BMC Helix ITSM is rated 8.0, while IFS Cloud Platform is rated 7.8. 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 IFS Cloud Platform writes "Robust, customizable, and modern". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and SCSM, whereas IFS Cloud Platform is most compared with SAP ERP, SAP S/4HANA, Oracle E-Business Suite, Microsoft Dynamics 365 Business Central and IBM Maximo. See our BMC Helix ITSM vs. IFS Cloud Platform report.
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