We performed a comparison between BMC Helix ITSM and Hornbill Systems Supportworks based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Improved our organization with better customer experience and reporting abilities."
"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."
"BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."
"In general, for incident management, it's okay."
"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."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"With service requests, we have been able to give visibility to the business users."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
"Encountered issues with scalability and stability."
"The interface is one major complaint about this product."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"It takes a long-time to plan and deploy the on-premise solution."
"In the next release, I would like to see AI used for classification or categorization."
"The amount of software issues are still too big, even considering the complexity of the tool."
"There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view."
"It has created more layers of bureaucracy."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
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BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while Hornbill Systems Supportworks is ranked 39th in IT Service Management (ITSM). BMC Helix ITSM is rated 8.0, while Hornbill Systems Supportworks is rated 7.0. 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 Hornbill Systems Supportworks writes "Excels in call logging and call flows but is limited in terms of scalability". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Hornbill Systems Supportworks is most compared with ServiceNow. See our BMC Helix ITSM vs. Hornbill Systems Supportworks report.
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