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 IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
"Improved our organization with better customer experience and reporting abilities."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"In general, for incident management, it's okay."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"The solution can perform well for large-sized companies."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"The solution's back-end architecture is very good for end users."
"When users have a problem, they report using Service Desk and it is very useful for this."
"The initial setup is pretty straightforward."
"Scalability is very good. We have scaled to more users and more functionality."
"It also provides the front end for the employees too. It's pretty basic, but it gives them the means to reach out to IT so they don't have to pick up the phones."
"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."
"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."
"It has created more layers of bureaucracy."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"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."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"It needs to be more comfortable for the end-user."
"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."
"They could be more responsive to feedback from their community board."
"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."
"More user experience in the look and feel of the application. "
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"The monitoring tool is in need of improvement."
"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."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"It doesn't yet have the ability to integrate with other products."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
"Report solutions are a little short."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while Clarity SM is ranked 18th in IT Service Management (ITSM) 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, ManageEngine ServiceDesk Plus and Agiloft ITSM ITIL Service Desk Suite. See our BMC Helix ITSM vs. Clarity SM report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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