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."We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"The solution can scale."
"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."
"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."
"The solution has good capabilities for analytics."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"Our users access it via the web. We have external and internal sources, and we're now introducing the mobile app portion so our computer engineers can respond to tickets remotely."
"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."
"The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works."
"The in-service catalog is quite useful."
"It helps when you have an incident or performing a problem change management process."
"Modules of integrated ITIL managers."
"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."
"It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information."
"BMC Helix ITSM should have an easy-to-use user interface."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"The interface is one major complaint about this product."
"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."
"Support could be better."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"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."
"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"If I had to choose, it would be more around the user interface than the mobile experience."
"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."
"I would like to see the API cleaned up."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
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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