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 general, for incident management, it's okay."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"Improved our organization with better customer experience and reporting abilities."
"With service requests, we have been able to give visibility to the business users."
"It provides a good user experience."
"It has the power to automatize several different tasks in the ITSM world."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"We are benefiting by being able to put time to what our technicians are doing."
"The database and the power that is driven behind the database."
"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 most valuable features are the requests and incident tracking."
"Right now, we are starting to be dependent on the CMDB a lot."
"It's fairly easy to use, from a UI standpoint."
"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."
"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."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"It has created more layers of bureaucracy."
"Support could be more skilled. We are wasting too much of our time debugging."
"Encountered issues with scalability and stability."
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."
"It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"BMC Helix ITSM should improve its price."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
"It doesn't yet have the ability to integrate with other products."
"The cost of this solution is too high, which is why we're leaving."
"Report solutions are a little short."
"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."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"They should enhance the service desk manager's service point function to be more customizable."
"The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process."
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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