We performed a comparison between BMC Helix ITSM and Serviceaide ChangeGear 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."Technical support has been fine."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"With service requests, we have been able to give visibility to the business users."
"The solution can perform well for large-sized companies."
"It's a very integrated solution."
"The solution has good capabilities for analytics."
"Our Change Management and Incident Management processes have been greatly improved."
"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"It needs to be more comfortable for the end-user."
"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."
"The documentation could improve in BMC Helix ITSM."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"They should add some of the bolt-ons into the initial setup, such as chat."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"It takes a long-time to plan and deploy the on-premise solution."
"I would like to see the BMC add advanced DWP features and customization to the standard package. Furthermore, BMC does not have any leverage for non-IT services, so it would be nice if BMC could integrate something like HR Change Management into ITSM itself."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
Earn 20 points
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while Serviceaide ChangeGear is ranked 29th in IT Service Management (ITSM). BMC Helix ITSM is rated 8.0, while Serviceaide ChangeGear is rated 7.6. 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 Serviceaide ChangeGear writes "Reduced the Service Desk effectiveness compared to the product we were using". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and Agiloft Service Desk Suite, whereas Serviceaide ChangeGear is most compared with ServiceNow. See our BMC Helix ITSM vs. Serviceaide ChangeGear report.
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