We performed a comparison between BMC Helix ITSM and Cherwell Service Management 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."What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"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."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"It's one of the top solutions on the market for ITSM capabilities."
"With service requests, we have been able to give visibility to the business users."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"The dashboard is very useful to get a quick overview of current tasks."
"All our activities are carried out in the one place."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"The dashboard and the reporting functionality are the solution's most valuable features."
"The most valuable features are problem management and change management."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"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."
"Adding additional fields does not work very well."
"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."
"It has created more layers of bureaucracy."
"It needs to be more comfortable for the end-user."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"The search feature and the dashboard could both be improved."
"The stability, specifically in the on-premises deployment model, could be improved."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"Access is only available if we're on VPN."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while Cherwell Service Management is ranked 13th in IT Service Management (ITSM) with 6 reviews. BMC Helix ITSM is rated 8.0, while Cherwell Service Management is rated 7.2. 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 Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Cherwell Service Management is most compared with ServiceNow. See our BMC Helix ITSM vs. Cherwell Service Management report.
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