We performed a comparison between BMC Helix ITSM and ManageEngine ServiceDesk Plus 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."The product's initial setup phase was easy."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"It provides a good user experience."
"The solution has good capabilities for analytics."
"Technical support has been fine."
"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 workflow automation is the most valuable feature of this solution."
"The solution is free for up to five users."
"Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface."
"It's stable."
"The most valuable feature of ManageEngine ServiceDesk Plus is change management."
"I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others."
"When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated."
"I like how it can be integrated and expanded with other ManageEngine products."
"The search feature and the dashboard could both be improved."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"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."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"The user experience could be better."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"Log in process is unnecessarily complicated."
"I would also love to see consistency across all consoles."
"The UI for the app needs improvement."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."
"Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature."
"Security could be better. It would be better if ManageEngine ServiceDesk Plus had really good defense products like BlackBerry. I can recommend BlackBerry for the defense part, but not the other things. For example, before we switched over to ManageEngine ServiceDesk Plus, we had issues with mobiles switching off cameras, and now it doesn't happen at all."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product."
"When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved."
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BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. BMC Helix ITSM is rated 8.0, while ManageEngine ServiceDesk Plus 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 ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, Freshdesk, IBM Maximo and Ivanti Neurons for ITSM, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, Zoho Desk and SCSM. See our BMC Helix ITSM vs. ManageEngine ServiceDesk Plus report.
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