We performed a comparison between BMC Helix ITSM and SCSM 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."The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information."
"The digital workplace is appealing."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"With service requests, we have been able to give visibility to the business users."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"It is a simple solution that is easy to configure."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"I've used SCSM a lot, and its features are valuable."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"It is quite scalable."
"Many more features than other comparable products."
"The dashboard can be better."
"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."
"Support could be better."
"Encountered issues with scalability and stability."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"It takes a long-time to plan and deploy the on-premise solution."
"Adding additional fields does not work very well."
"BMC Helix ITSM should improve its price."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"The price of this solution is high and it needs to be cheaper."
"Mobile application integration would be an improvement."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"They need more integration with open-source products."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. BMC Helix ITSM is rated 8.0, while SCSM is rated 7.0. 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 SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Salesforce Service Cloud, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BeyondTrust Remote Support and Freshservice. See our BMC Helix ITSM vs. SCSM report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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