We performed a comparison between BMC Helix ITSM and OpenText Service Manager [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."It provides a good user experience."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"It's one of the top solutions on the market for ITSM capabilities."
"Our Change Management and Incident Management processes have been greatly improved."
"It has the power to automatize several different tasks in the ITSM world."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."
"It's pretty well-structured in modules."
"It helps to register things, to see the changing parts, and to correlate incidents."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"It gives us better understanding and control of service management."
"The solution is simple to set up."
"It has created more layers of bureaucracy."
"It needs to be more comfortable for the end-user."
"The reports need improvement, it is not a good functioning tool."
"The interface isn't that great."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"The user experience could be better."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."
"The product's technical support services need improvement."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
"Their end-user interface and technical support features could be improved."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
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BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while OpenText Service Manager [EOL] is ranked 12th in IT Service Management (ITSM) with 48 reviews. BMC Helix ITSM is rated 8.0, while OpenText Service Manager [EOL] is rated 7.2. 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 OpenText Service Manager [EOL] writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and IBM Maximo.
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