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."Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"I like the single sign-on and that administrators can customize."
"Initial, out-the-box setup was easy with no problems."
"The product's initial setup phase was easy."
"It has the power to automatize several different tasks in the ITSM world."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"Our Change Management and Incident Management processes have been greatly improved."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"Scalability-wise, I rate the solution a nine or ten out of ten since it is an extremely scalable solution that can be used for various use cases with thousands of users."
"The workflow of the solution is very good."
"The most valuable features of IFS Applications in the latest version are the new user Arena interface. It's from Apps 9, but it brings more flexibility in usage, especially around different devices, such as mobile usage, which doesn't restrict you from using a computer. We are it for the HR side, and it's proving quite good. It has a new modern feel to it similar to a standard cloud application which enhances the user experience."
"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."
"There tends not to be a massive weakness in the product itself, as weaknesses can quickly be resolved in the next patch or the next release."
"One of our favorite features is the "Info-Zone", which provides operational intelligence in flight and in context to guide both business users and support teams to productivity."
"All the modules are valuable in their own right, but everything has to go through the ERP. IFS has done an excellent job integrating the various modules to complete these processes. My expertise is in the finance module, but I have used the other verticals. It's an all-around good product."
"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."
"The amount of software issues are still too big, even considering the complexity of the tool."
"BMC Helix ITSM should have an easy-to-use user interface."
"Needs less infrastructure requirements."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"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."
"Support could be more skilled. We are wasting too much of our time debugging."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
"There were initial difficulties when I started using the application."
"The solution's initial setup process was complex...The technical support my company receives from the implementation partners of the solution is not that great."
"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."
"The user interface can be improved. When you're clicking through the screens, there are some icons or symbols that really need updating and would be more useful and noticeable if they are aesthetically pleasing."
"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."
"Some kind of bot assistance, some kind of artificial intelligence to help people solve the problems, would be interesting."
"Technical support could be improved."
"It would be ideal if, in the future, the product could incorporate IoT and blockchain elements. We'd like to explore more of these types of features going forward."
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 BeyondTrust Remote Support, whereas IFS Cloud Platform is most compared with SAP ERP, SAP S/4HANA, Oracle E-Business Suite and Microsoft Dynamics 365 Business Central. See our BMC Helix ITSM vs. IFS Cloud Platform report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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