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."Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"The solution has good capabilities for analytics."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"Helix is stable."
"It's a very integrated solution."
"The solution can perform well for large-sized companies."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
"The search feature and the dashboard could both be improved."
"The user experience could be better."
"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."
"They could be more responsive to feedback from their community board."
"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."
"Needs less infrastructure requirements."
"The reports need improvement, it is not a good functioning tool."
"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.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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