We performed a comparison between BMC Helix ITSM and IFS Cloud Platform 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."Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"It has the power to automatize several different tasks in the ITSM world."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"The most valuable features are the simplicity and the in-duty features."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"A high level of ERP can be handled in IFS."
"Some of the strengths are Enterprise Management Solutions and the series of Management solutions which is number one in Gartner's report and has been for the last five years."
"IFS has been completely rebuilt, modernized, and cloud-based so we don't need bulky software installations."
"What I like about IFS Applications is that it's easier to use and implement than SAP. I also like that the IFS Applications team is more flexible than the SAP team."
"The most valuable features of IFS Applications in the latest version are the new user Arena interface. It's from Apps 9, but it brings more flexibility in usage, especially around different devices, such as mobile usage, which doesn't restrict you from using a computer. We are it for the HR side, and it's proving quite good. It has a new modern feel to it similar to a standard cloud application which enhances the user experience."
"All the modules are valuable in their own right, but everything has to go through the ERP. IFS has done an excellent job integrating the various modules to complete these processes. My expertise is in the finance module, but I have used the other verticals. It's an all-around good product."
"The financial posting controls are quite handy. The user interface is really friendly, highly flexible, and pretty intuitive for end users."
"Feature-wise, I like the way it provides inventory details...It is a stable solution."
"The interface is one major complaint about this product."
"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."
"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."
"Needs less infrastructure requirements."
"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
"Support could be better."
"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"It would be ideal if, in the future, the product could incorporate IoT and blockchain elements. We'd like to explore more of these types of features going forward."
"IFS Applications can improve the reporting capabilities and increase the speed of feedback time in the IFS Applications. This would help with the overall performance of the solution and provide better experiences for customers."
"The solution's initial setup process was complex...The technical support my company receives from the implementation partners of the solution is not that great."
"We would like to see AI-driven CSI functions built into the tool that would allow us to quickly tie our improvement goals to metrics and activities, so Assyst will suggest the next steps to help us get closer to our goals."
"The integration is a bit complex, and post-implementation support services need to be improved. They have a service center based out of Sri Lanka. The support aspect is good, but the response time is a little slower than we anticipated. In the next release, it would be better if Warehouse Management could be improvised. They have a product line that's a data warehouse management system, but it's still premature and requires a bit of enhancement."
"IFS uses Crystal Report mostly, which isn't too user-friendly. Developing reports isn't easy and requires a lot of dev time. Since SAP bought it, Crystal Report has become more complicated to use on IFS. You have a dashboard for reporting that is good, but it's incomplete. Most of our clients use Power BI or some additional tooling for BI."
"The solution needs to improve its documentation and user-friendliness."
"Some kind of bot assistance, some kind of artificial intelligence to help people solve the problems, would be interesting."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while IFS Cloud Platform is ranked 7th in Help Desk Software with 29 reviews. BMC Helix ITSM is rated 8.0, while IFS Cloud Platform 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 IFS Cloud Platform writes "Robust, customizable, and modern". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and SCSM, whereas IFS Cloud Platform is most compared with SAP ERP, SAP S/4HANA, Oracle E-Business Suite and Microsoft Dynamics 365 Business Central. See our BMC Helix ITSM vs. IFS Cloud Platform report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.