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."In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"It's one of the top solutions on the market for ITSM capabilities."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management."
"The flexibility and being able to connect to multiple products are valuable. It allows to use it the way we want to use it versus the way it came out of the box."
"It's fairly easy to use, from a UI standpoint."
"It improves our service delivery process. We're more efficient. We're leveraging the ticketing system, which is always more efficient, so we can measure and improve."
"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."
"It is easy to tell what needs fixing and the priority of things."
"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."
"It has created more layers of bureaucracy."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."
"They could be more responsive to feedback from their community board."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"Encountered issues with scalability and stability."
"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."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"Improvements would include simplification in the user interface, being more expandable, better documentation. The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated."
"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."
"The upgrade was pretty complex."
"Nowadays every person is used to an interface that is more user-friendly and this one is not so user-friendly maybe due to the fact that, if you need to let people customize everything, sometimes you lose out on a clean user experience."
"The cost of this solution is too high, which is why we're leaving."
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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