We performed a comparison between BMC Helix ITSM and Cherwell Service Management 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 ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"I like the single sign-on and that administrators can customize."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"It's a very integrated solution."
"It has the power to automatize several different tasks in the ITSM world."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"Improved our organization with better customer experience and reporting abilities."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The most valuable features are problem management and change management."
"All our activities are carried out in the one place."
"The dashboard and the reporting functionality are the solution's most valuable features."
"The dashboard is very useful to get a quick overview of current tasks."
"It has created more layers of bureaucracy."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"Log in process is unnecessarily complicated."
"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"Some parts of the solutions are using the old interface."
"It needs to be more comfortable for the end-user."
"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."
"The stability, specifically in the on-premises deployment model, could be improved."
"Access is only available if we're on VPN."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while Cherwell Service Management is ranked 13th in IT Service Management (ITSM) with 6 reviews. BMC Helix ITSM is rated 8.0, while Cherwell Service Management 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 Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Cherwell Service Management is most compared with ServiceNow and Ivanti Neurons for ITSM. See our BMC Helix ITSM vs. Cherwell Service Management report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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