We performed a comparison between BMC Helix ITSM and Serviceaide ChangeGear based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"With service requests, we have been able to give visibility to the business users."
"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."
"Technical support has been fine."
"The versatility and customizability of the product is what I like most."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"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."
"Log in process is unnecessarily complicated."
"The interface is somewhat dated as compared to technologies in use today."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency."
"Needs less infrastructure requirements."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
Earn 20 points
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Serviceaide ChangeGear is ranked 31st in Help Desk Software. BMC Helix ITSM is rated 8.0, while Serviceaide ChangeGear is rated 7.6. 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 Serviceaide ChangeGear writes "Reduced the Service Desk effectiveness compared to the product we were using". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Serviceaide ChangeGear is most compared with ServiceNow and Zoho Desk.
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