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."With service requests, we have been able to give visibility to the business users."
"Initial, out-the-box setup was easy with no problems."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"It provides a good user experience."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"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 view it provides into who's doing the work."
"The value for the clients is that you can save information in the application and get reports with that information."
"The database and the power that is driven behind the database."
"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."
"As of late, I really like the BI functions."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"The most valuable features are the requests and incident tracking."
"The documentation could improve in BMC Helix ITSM."
"Encountered issues with scalability and stability."
"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"The reports need improvement, it is not a good functioning tool."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"We would like more information about all the configurations that we have on our infrastructure side."
"The product needs to have a better user experience in the interface and mobile functionality."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"I would like to see the API cleaned up."
"Compared to some of the other products, I think we are bit behind."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"Clarity tech support has gotten worse since Broadcom acquired CA Technologies. We're not getting the support we've come to expect as a large enterprise. Clarity's support needs to improve, or it's going to lose market share."
"Just little technical tweaks here and there. Like more options. For example "Organization." We wanted that to be available inside the change order, as well as the ticket and the request. And that's not available."
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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