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."What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"Improved our organization with better customer experience and reporting abilities."
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"The solution can scale."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"I like the single sign-on and that administrators can customize."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"We are benefiting by being able to put time to what our technicians are doing."
"Clarity is flexible to implement and integrate. It gives the developer or consultant a broad space to work and customize based on what the customers want."
"The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow."
"It allows IT to handle users on a personal basis. It allows IT to have a name and a face, and we interact with the end-users."
"the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind."
"XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts."
"It helps when you have an incident or performing a problem change management process."
"The view it provides into who's doing the work."
"Adding additional fields does not work very well."
"The user experience could be better."
"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."
"We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved. During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."
"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"When I am reviewing an incident, sometimes there is too much information on the same screen and it is difficult to discern what is of value."
"We would like more information about all the configurations that we have on our infrastructure side."
"The SDM administration and customisation needS deep information about architecture and vendor support continuously."
"One area that this product can improve is in the mobile user aspect."
"Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"We went from 12.1 to 14, so there was a lot involved in it. The issues we had were migration issues, getting our information from one place to the next and making sure everything was as everyone needed."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Clarity SM is ranked 23rd in Help Desk Software with 107 reviews. BMC Helix ITSM is rated 8.0, while Clarity SM is rated 7.8. 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 Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". 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, OpenText Service Management Automation X (SMAX), SymphonyAI IT Service Management and IBM Maximo. 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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