We performed a comparison between BMC Helix ITSM and Cherwell Service Management based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
"Helix is stable."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"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 is very useful to get a quick overview of current tasks."
"The most valuable features are problem management and change management."
"The dashboard and the reporting functionality are the solution's most valuable features."
"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."
"Support could be more skilled. We are wasting too much of our time debugging."
"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."
"Adding additional fields does not work very well."
"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."
"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 dashboard can be better."
"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."
"The stability, specifically in the on-premises deployment model, could be improved."
"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."
"Application service mapping, GRC, SecOps, and things like that need improvement."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Cherwell Service Management is ranked 19th in Help Desk Software 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 and Ivanti Neurons for ITSM.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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