We performed a comparison between BMC Helix ITSM and Serviceaide ChangeGear 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."In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"Initial, out-the-box setup was easy with no problems."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"It is suitable for the present circumstances, providing reliability and adhering to the necessary procedures. Having ITSM and proper knowledge is essential for our work to be acknowledged and effectively contribute to the team's efforts. Utilizing ITSM ensures that our work, especially in chat windows and events from application support, is duly acknowledged. This is crucial for handling high-level events (HLEs) and maintaining accurate records. The system facilitates easy tracking, enabling managers and higher-ups to gather data for appraisals and other purposes efficientl"
"The versatility and customizability of the product is what I like most."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy."
"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."
"I would also love to see consistency across all consoles."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"The Approval Central system needs to be refreshed."
"There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency."
"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 solution needs to improve its reporting features. The user interface needs a lot of improvements."
Earn 20 points
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while Serviceaide ChangeGear is ranked 30th in IT Service Management (ITSM). BMC Helix ITSM is rated 8.0, while Serviceaide ChangeGear is rated 7.6. 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 Serviceaide ChangeGear writes "Reduced the Service Desk effectiveness compared to the product we were using". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus and Freshdesk, whereas Serviceaide ChangeGear is most compared with ServiceNow and Zoho Desk. See our BMC Helix ITSM vs. Serviceaide ChangeGear report.
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