We performed a comparison between BMC Helix ITSM and IBM Maximo based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"We have seen year over year customer satisfaction improvement for the last five years."
"The solution has good capabilities for analytics."
"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."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"Technical support has been fine."
"The most valuable feature is asset management maintenance as well as asset management overall."
"We were able to scale perfectly."
"The incident management feature is good because it allows you to keep track of and classify issues."
"Work order management and scalability enables the businesses' needs to be met."
"The most valuable feature is the ability to correct maintenance."
"The most valuable features are the ability to create work orders and preventative maintenance."
"Preventive maintenance management."
"We can manage, organize, and track incidents, claims, jobs, tasks, preventive and corrective maintenance, locations, and assets."
"They should add some of the bolt-ons into the initial setup, such as chat."
"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."
"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."
"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"In the next release, I would like to see AI used for classification or categorization."
"Encountered issues with scalability and stability."
"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 latest version is slow due to the power it requires."
"The pricing model of the solution has room for improvement as well as the after-sales support."
"The standard reports that shipped with the package need to be enriched with more advanced reports, especially for the Inventory Management sections."
"It needs full-service visibility. There are a lot of things that are hard for users to find out. For example, the Service Catalog is not too friendly. You really have to know what you're looking for."
"IBM Maximo can improve the financial support and financial application, to make it more similar to an ERP as opposed to an EAM. Overall they can improve the financial processes."
"It was very slow due to the lagging issues. So that was kind of frustrating, considering how slow it was while functioning."
"On a scale of one to ten, where ten is easy and one is difficult, I rate the setup process a two since it is very complicated."
"Areas for improvement include: an enhanced Service Catalog on Mobile; Agent intelligence; better dashboards for KPIs."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while IBM Maximo is ranked 1st in Enterprise Asset Management with 23 reviews. BMC Helix ITSM is rated 8.0, while IBM Maximo is rated 8.0. 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 IBM Maximo writes "Work order management and scalability enables the businesses' needs to be met". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IFS Cloud Platform, whereas IBM Maximo is most compared with ServiceNow, NetSuite ERP, JIRA Service Management, ABB Ability Asset Suite EAM and Infor CloudSuite EAM.
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