We performed a comparison between BMC Helix ITSM and Clarity SM 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 ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"Our Change Management and Incident Management processes have been greatly improved."
"It has centralized all work orders and help desk ticket tracking."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"It has the power to automatize several different tasks in the ITSM world."
"With service requests, we have been able to give visibility to the business users."
"It's one of the top solutions on the market for ITSM capabilities."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow."
"The solution's back-end architecture is very good for end users."
"Scalability is very good. We have scaled to more users and more functionality."
"We especially like the look of xFlow. That looks very personal, so they can keep track of how things are going with their ticket, if it has been worked on, what the status of it is. It seems to be a little more user friendly. The user can see more from a distance right away."
"The tool itself is valuable as a result of all its features combined. Therefore, I have found that there is no feature more valuable than another."
"The view it provides into who's doing the work."
"It also provides the front end for the employees too. It's pretty basic, but it gives them the means to reach out to IT so they don't have to pick up the phones."
"The new xFlow interface that was introduced for Level 1 analysts really helps the them to achieve the best and fastest result for their users/customers."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"The interface is somewhat dated as compared to technologies in use today."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"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."
"The interface isn't that great."
"Encountered issues with scalability and stability."
"The user interface is just boring. I'd like to see a more interactive UI, from the end-user perspective, and from the analyst's perspective. I would like a product that looks like it was developed maybe in 2015, or at least 2012."
"Ease of support and upgrades need much improvement."
"On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"Report solutions are a little short."
"They should enhance the service desk manager's service point function to be more customizable."
"The upgrade was pretty complex."
"There are some issues regarding the knowledge base and the configuration manager."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 21 reviews while Clarity SM is ranked 23rd in Help Desk Software with 4 reviews. BMC Helix ITSM is rated 8.0, while Clarity SM is rated 7.8. The top reviewer of BMC Helix ITSM writes "Reliable with a good front end and very robust". On the other hand, the top reviewer of Clarity SM writes "Allows for customization of the service desk manager". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Clarity SM is most compared with ServiceNow, JIRA Service Management, SymphonyAI IT Service Management, OpenText Service Management Automation X (SMAX) and BeyondTrust Remote Support. See our BMC Helix ITSM vs. Clarity SM report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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