We performed a comparison between BMC Helix ITSM and ManageEngine ServiceDesk Plus 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."It's one of the top solutions on the market for ITSM capabilities."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"It has centralized all work orders and help desk ticket tracking."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"We have seen year over year customer satisfaction improvement for the last five years."
"Our Change Management and Incident Management processes have been greatly improved."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others."
"It's stable."
"Incident Management is a good feature."
"The most valuable feature is the ticketing system which is working well."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB."
"The GUI is very good."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"BMC Helix ITSM should have an easy-to-use user interface."
"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."
"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."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"Support could be more skilled. We are wasting too much of our time debugging."
"Log in process is unnecessarily complicated."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved."
"ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"The solution’s reporting could be improved."
"I think asset management took a hit recently."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"The UI for the app needs improvement."
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BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. BMC Helix ITSM is rated 8.0, while ManageEngine ServiceDesk Plus 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 ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, Freshdesk, IBM Maximo and IFS Cloud Platform, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, Zoho Desk and SCSM. See our BMC Helix ITSM vs. ManageEngine ServiceDesk Plus report.
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