We performed a comparison between BMC Helix ITSM and IBM Maximo based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."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."
"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"It has the power to automatize several different tasks in the ITSM world."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"The solution can scale."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"The most valuable features are the ability to create work orders and preventative maintenance."
"They have a real strength of tracking the asset itself along with the condition of the asset, the maintenance of the asset and who has access to the asset, etc."
"We are very thankful to have IBM integrated with our own Legacy cloud-based system"
"We were doing all kinds of paperwork for every type of order and to maintain our assets but with the use of the IBM Maximo application, we can automate a lot of the processes."
"Provides great flexibility."
"There are not many enterprise asset management systems on the market and not many that have the categories that IBM Maximo has."
"The incident management feature is good because it allows you to keep track of and classify issues."
"IBM Maximo is the best software for assets management."
"Needs less infrastructure requirements."
"Some parts of the solutions are using the old interface."
"We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved. During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time."
"They should add some of the bolt-ons into the initial setup, such as chat."
"It has created more layers of bureaucracy."
"Support could be more skilled. We are wasting too much of our time debugging."
"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."
"It needs to be more comfortable for the end-user."
"You can get lost using the application"
"Could use some alignment regarding some standards and the tracking of the IT assets. Even though they have all of the information (i.e. where are the assets, who owns the asset, etc.), they were not mapping it to different cyber standards."
"Maximo is a big system, so the initial setup is complex."
"Revision management of file attachments."
"It was very slow due to the lagging issues. So that was kind of frustrating, considering how slow it was while functioning."
"It needs full-service visibility. There are a lot of things that are hard for users to find out. For example, the Service Catalog is not too friendly. You really have to know what you're looking for."
"The interface is not very easy or user-friendly and is in need of improvement."
"The initial setup was complex, because it is a complex product."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while IBM Maximo is ranked 1st in Enterprise Asset Management (EAM) with 23 reviews. BMC Helix ITSM is rated 8.0, while IBM Maximo is rated 8.0. 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 IBM Maximo writes "Work order management and scalability enables the businesses' needs to be met". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Zendesk, whereas IBM Maximo is most compared with ServiceNow, JIRA Service Management, ABB Ability Asset Suite EAM, IFS Cloud Platform and Corrigo Enterprise.
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