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 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."
"The solution has good capabilities for analytics."
"With service requests, we have been able to give visibility to the business users."
"The digital workplace is appealing."
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"We have seen year over year customer satisfaction improvement for the last five years."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"It has centralized all work orders and help desk ticket tracking."
"Time sheets are a powerful tool."
"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."
"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."
"The use, from administrative stance, is pretty simple; and even from an analyst and employee's stances. It's an easy to use system, as far as ticketing systems go, because some of them can be really inundating and complex."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"Modules of integrated ITIL managers."
"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."
"We can search open and closed cases to find what we have done in other incidents."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"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."
"The interface is one major complaint about this product."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"Support could be better."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"The UI needs to be upgraded."
"The product needs to have a better user experience in the interface and mobile functionality."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
"We would like more information about all the configurations that we have on our infrastructure side."
"The API is very, very bad so we developed our own."
"It doesn't yet have the ability to integrate with other products."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"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."
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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