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."This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"Technical support has been fine."
"The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"In general, for incident management, it's okay."
"Improved our organization with better customer experience and reporting abilities."
"Helix is stable."
"It's fairly easy to use, from a UI standpoint."
"It gives us one central location to know, not only who is contacting us, but what they're contacting us for, what application they're contacting us for."
"The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow."
"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."
"Logging every action in Service Desk Manager (SDM)."
"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."
"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 most valuable features are the requests and incident tracking."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"The search feature and the dashboard could both be improved."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"In the next release, I would like to see AI used for classification or categorization."
"Support could be more skilled. We are wasting too much of our time debugging."
"Ease of support and upgrades need much improvement."
"Compared to some of the other products, I think we are bit behind."
"The monitoring tool is in need of improvement."
"The cost of this solution is too high, which is why we're leaving."
"One area that this product can improve is in the mobile user aspect."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"We just upgraded about a year and half ago and it was painful. We had the testing of the dev environment, and then testing of the production environment, so it was two weekends out of my life. And stuff broke."
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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