We performed a comparison between BMC Helix ITSM and Clarity SM 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."In general, for incident management, it's okay."
"Technical support has been fine."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"It provides a good user experience."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"The versatility and customizability of the product is what I like most."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"It is the most stable product in the market."
"Self-service interface means people can check their own tickets."
"Time sheets are a powerful tool."
"The solution's back-end architecture is very good for end users."
"We especially like the look of xFlow. That looks very personal, so they can keep track of how things are going with their ticket, if it has been worked on, what the status of it is. It seems to be a little more user friendly. The user can see more from a distance right away."
"The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management."
"We centralized our knowledge from various sources into one source of truth that is continually updated."
"The in-service catalog is quite useful."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"Support could be more skilled. We are wasting too much of our time debugging."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"The user experience could be better."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"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."
"The Approval Central system needs to be refreshed."
"The SDM administration and customisation needS deep information about architecture and vendor support continuously."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"Nowadays every person is used to an interface that is more user-friendly and this one is not so user-friendly maybe due to the fact that, if you need to let people customize everything, sometimes you lose out on a clean user experience."
"Although I wasn't involved in the initial setup I have been involved with upgrades. They have been fairly complex. We've had some issues with upgrades where we had to roll back and get some things fixed. Some things that we ended up tracking back to not following directions right, but then other things we've run into issues."
"Report solutions are a little short."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
"They should enhance the service desk manager's service point function to be more customizable."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Clarity SM is ranked 23rd in Help Desk Software with 107 reviews. BMC Helix ITSM is rated 8.0, while Clarity SM 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 Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, ManageEngine ServiceDesk Plus and Agiloft ITSM ITIL Service Desk Suite. See our BMC Helix ITSM vs. Clarity SM report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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