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."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."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"The digital workplace is appealing."
"BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"The most valuable features are the simplicity and the in-duty features."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"The solution can perform well for large-sized companies."
"Ability to write macros, which can in turn trigger some condition or could be conditioned to basically trigger notifications, the workflow desk, or web calls. It is huge benefit to customize it."
"The UI is very user-friendly."
"We have decreased training and talk time, and all those good stats, just by reusing information, not reinventing it, every time we get a call."
"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."
"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."
"We can search open and closed cases to find what we have done in other incidents."
"It helps when you have an incident or performing a problem change management process."
"We are benefiting by being able to put time to what our technicians are doing."
"The interface is one major complaint about this product."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"The Approval Central system needs to be refreshed."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"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."
"BMC Helix ITSM should have an easy-to-use user interface."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"It doesn't yet have the ability to integrate with other products."
"The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process."
"The product needs to have a better user experience in the interface and mobile functionality."
"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."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"The monitoring tool is in need of improvement."
"More user experience in the look and feel of the application. "
"The SDM administration and customisation needS deep information about architecture and vendor support continuously."
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, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) 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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