We performed a comparison between BMC Helix ITSM and SCSM 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."The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"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."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"Technical support has been fine."
"The versatility and customizability of the product is what I like most."
"It's a very integrated solution."
"The most valuable features of BMC Helix ITSM are the ease to use and integration."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"It is a simple solution that is easy to configure."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"Many more features than other comparable products."
"It is quite scalable."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"The solution is quite easy to integrate with other Microsoft products."
"BMC Helix ITSM should improve its price."
"The search feature and the dashboard could both be improved."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"Some parts of the solutions are using the old interface."
"There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view."
"Encountered issues with scalability and stability."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."
"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."
"The price of this solution is high and it needs to be cheaper."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"The user interface needs to be improved."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"Mobile application integration would be an improvement."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while SCSM is ranked 11th in IT Service Management (ITSM) with 23 reviews. BMC Helix ITSM is rated 8.0, while SCSM is rated 7.0. 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 SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Salesforce Service Cloud, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BeyondTrust Remote Support and Freshservice. See our BMC Helix ITSM vs. SCSM report.
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