BMC Helix ITSM vs Clarity SM comparison

Cancel
You must select at least 2 products to compare!
BMC Logo
8,522 views|4,804 comparisons
Broadcom Logo
713 views|461 comparisons
Comparison Buyer's Guide
Executive Summary

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.
To learn more, read our detailed BMC Helix ITSM vs. Clarity SM Report (Updated: March 2024).
763,955 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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."

More BMC Helix ITSM Pros →

"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."

More Clarity SM Pros →

Cons
"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."

More BMC Helix ITSM Cons →

"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."

More Clarity SM Cons →

Pricing and Cost Advice
  • "Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings."
  • "While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper."
  • "If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost."
  • "It is costly, but it is well worth it."
  • "Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed."
  • "If you are looking for some kind of professional services form the OEM then you would have to purchase that."
  • "It is too expensive for a small business."
  • "It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more."
  • More BMC Helix ITSM Pricing and Cost Advice →

  • "I don't see anyone other than large companies being able to afford this system."
  • "It is a bit expensive, but you definitely get what you pay for. It is worth it!"
  • "Pricing is simple, as it’s per concurrent analysts."
  • "I think pricing of this model is suitable for growing corporations."
  • "Clarity offers a perpetual license. Customers purchase the license once and then pay for maintenance. CA provides a subscription model as well. Both models are available for our customers."
  • "There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM."
  • "The pricing is based on a subscription model."
  • "The solution is quite reasonable compared to other solutions in the market."
  • More Clarity SM Pricing and Cost Advice →

    report
    Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
    763,955 professionals have used our research since 2012.
    Questions from the Community
    Top Answer:It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures Having ITSM and proper knowledge is essential for our work to be acknowledged and… more »
    Top Answer:Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various… more »
    Top Answer:We used to support VMware applications, focusing on distributed applications such as data from ETW, Snowflake, and SAP. Our role involved processing critical data systems through internal mechanics… more »
    Top Answer:It is the most stable product in the market.
    Top Answer:The solution is quite reasonable compared to other solutions in the market.
    Top Answer:They should enhance the service desk manager's service point function to be more customizable. Presently, there are so many limitations in this particular UI. Thus, similar to the existing UI, they… more »
    Ranking
    3rd
    out of 59 in Help Desk Software
    Views
    8,522
    Comparisons
    4,804
    Reviews
    21
    Average Words per Review
    414
    Rating
    7.6
    23rd
    out of 59 in Help Desk Software
    Views
    713
    Comparisons
    461
    Reviews
    4
    Average Words per Review
    366
    Rating
    7.8
    Comparisons
    Also Known As
    Remedy ITSM, Remedy, Helix Remedy
    CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
    Learn More
    Overview

    BMC Helix ITSM is a cutting-edge IT service management platform that leads the service management industry. It is built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. This platform leverages artificial intelligence to automate and streamline various service management processes. In doing so, it will ultimately make your organization more efficient. This simple-to-use platform is capable of handling even your organization’s most advanced management requirements.

    BMC Helix ITSM is a predictive platform that does not simply wait for problems to occur. The advanced analytics software aims to improve your organization’s efficiency by spotting weak areas and then proposing solutions. This platform can improve your resource deployment efficiency by as much as 45% .This is why it is trusted by corporations across a variety of industries.

    Key Features

    Some of BMC Helix ITSM’s key features include:

    • Solves service issues in a way that makes you more efficient. BMC Helix ITSM employs advanced analytic software that searches for areas where your organization can drive efficiencies to provide the best possible service.
    • Groups issues that recur in a way that streamlines both analysis and incident management. It uses artificial intelligence to identify and solve groups of incidents in real time. The AI automates these processes, which can prove both tedious and time-consuming.
    • Securely and seamlessly provides services across multi-cloud environments with “a single pane of glass” interface. This allows you to be highly flexible. You can configure your services in a number of different ways without having to worry that your multi-cloud environment won’t be able to support your service management.
    • The ability to view all of your management data in a way that provides you with clear insights into your system’s management. BMC Helix ITSM enables you to create custom reports and dashboards. This makes it possible for you to see any and all significant trends in your operations and services data.

    Reviews from Real Users

    BMC Helix ITSM’s software stands out among its competitors for a number of reasons. Two of these are the robust activity tracking features and the lightweight nature of the solution.

    A PeerSpot user who is a technical Program Manager and Site Lead at a computer software company notes the nature of Helix’s task tracking when they write, “The most valuable features I have found are the activity logs. Additionally, the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer. The customer can read the notes and are able to know where you are in the procedures and process of fixing the problem for them. It has a good interactive piece for dialogue with customers where you do not have to interact with them personally, but they can do it on their own just by going into that activity log. This is great for the customer to have the ability to find out how things are being progressively taken care of.”

    Another PeerSpot user, who is a Practice Director of Global Infrastructure Services at a computer software company, notes, “Many other tools are similar. I've used these tools and find that they meet my requirements. Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word.”

    Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.

    Learn More: https://www.ca.com/us/products...

    Sample Customers
    Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
    Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
    Top Industries
    REVIEWERS
    Computer Software Company22%
    Manufacturing Company16%
    Comms Service Provider13%
    Financial Services Firm11%
    VISITORS READING REVIEWS
    Computer Software Company17%
    Financial Services Firm13%
    Government9%
    Manufacturing Company6%
    REVIEWERS
    Healthcare Company25%
    Financial Services Firm22%
    Government7%
    Comms Service Provider5%
    VISITORS READING REVIEWS
    Computer Software Company19%
    Financial Services Firm11%
    Manufacturing Company10%
    Real Estate/Law Firm6%
    Company Size
    REVIEWERS
    Small Business22%
    Midsize Enterprise17%
    Large Enterprise61%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise13%
    Large Enterprise70%
    REVIEWERS
    Small Business19%
    Midsize Enterprise14%
    Large Enterprise67%
    VISITORS READING REVIEWS
    Small Business30%
    Midsize Enterprise9%
    Large Enterprise61%
    Buyer's Guide
    BMC Helix ITSM vs. Clarity SM
    March 2024
    Find out what your peers are saying about BMC Helix ITSM vs. Clarity SM and other solutions. Updated: March 2024.
    763,955 professionals have used our research since 2012.

    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.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.