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."The most valuable features of BMC Helix ITSM are the ease to use and integration."
"The most valuable features are the simplicity and the in-duty features."
"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."
"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."
"The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"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."
"Self-service interface means people can check their own tickets."
"The most valuable features are the requests and incident tracking."
"It has a good GUI interface."
"The value for the clients is that you can save information in the application and get reports with that information."
"We centralized our knowledge from various sources into one source of truth that is continually updated."
"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."
"Some parts of the solutions are using the old interface."
"Adding additional fields does not work very well."
"The search feature and the dashboard could both be improved."
"It needs to be more comfortable for the end-user."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"It takes a long-time to plan and deploy the on-premise solution."
"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
"The upgrade was pretty complex."
"It doesn't yet have the ability to integrate with other products."
"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."
"We would like to see them integrate more of a service catalog, which is more of an Amazon-type fill in your bucket, then sign in, once you decide what you want."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"The SDM administration and customisation needS deep information about architecture and vendor support continuously."
"There are some issues regarding the knowledge base and the configuration manager."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
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), BeyondTrust Remote Support 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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