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."It's a very integrated solution."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"The solution can scale."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"We have seen year over year customer satisfaction improvement for the last five years."
"The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information."
"Logging every action in Service Desk Manager (SDM)."
"It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information."
"You can customize it and make it work to the client's needs."
"We can search open and closed cases to find what we have done in other incidents."
"The tool itself is valuable as a result of all its features combined. Therefore, I have found that there is no feature more valuable than another."
"The most valuable fractures of Clarity SM are its ease of use and security. I have been highly satisfied. We've been able to integrate it with email and an SMS gateway for the purposes of notifications. That works very well."
"It allows IT to handle users on a personal basis. It allows IT to have a name and a face, and we interact with the end-users."
"It has helped us to organize a lot of our assets, so we have configuration items to attach to our change management. We can have tickets for change management and set them aside for an approval process."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"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."
"The interface is one major complaint about this product."
"Some parts of the solutions are using the old interface."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"They should add some of the bolt-ons into the initial setup, such as chat."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"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 CA products integrate well together but I would like to see better integration with third-party solutions."
"Although I wasn't involved in the initial setup I have been involved with upgrades. They have been fairly complex. We've had some issues with upgrades where we had to roll back and get some things fixed. Some things that we ended up tracking back to not following directions right, but then other things we've run into issues."
"If I had to choose, it would be more around the user interface than the mobile experience."
"More user experience in the look and feel of the application. "
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"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."
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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