We performed a comparison between BMC Helix ITSM, SCSM, and Serviceaide ChangeGear based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"The solution has good capabilities for analytics."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"I like the single sign-on and that administrators can customize."
"In general, for incident management, it's okay."
"MyIT is simple to use and its mobility is a big plus for our on the go users."
"The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"It is one of the most stable solutions in the market."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"The most valuable feature is the reporting of incidents."
"The call logging is the solution's most valuable feature. It's very easy to use."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"The interface is somewhat dated as compared to technologies in use today."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"The reports need improvement, it is not a good functioning tool."
"Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy."
"We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved. During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time."
"The documentation could improve in BMC Helix ITSM."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"The configuration could be easier."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"Mobile application integration would be an improvement."
"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 logs and reporting-related features of the product have certain shortcomings where improvements are required."
"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."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
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