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."MyIT is simple to use and its mobility is a big plus for our on the go users."
"It's a very integrated solution."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"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."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"Our Change Management and Incident Management processes have been greatly improved."
"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 solution's back-end architecture is very good for end users."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"There is a lot of flexibility in the system. There has not yet been a case where we've had people come to us and say, "Hey, can you guys do this?" and we can't. Some of it is obviously a little bit more complicated at times, but the flexibility in the system provides a lot."
"The in-service catalog is quite useful."
"The value for the clients is that you can save information in the application and get reports with that information."
"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."
"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."
"I would also love to see consistency across all consoles."
"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."
"Adding additional fields does not work very well."
"The reports need improvement, it is not a good functioning tool."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"The Approval Central system needs to be refreshed."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"Compared to some of the other products, I think we are bit behind."
"More user experience in the look and feel of the application. "
"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."
"They should enhance the service desk manager's service point function to be more customizable."
"They need to improve the High Availability, and the native integration between CA Service Desk Manager, CA Process Automation, CA Service Catalog and CA Unified Self-Service."
"The API is very, very bad so we developed our own."
"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."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
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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