We performed a comparison between BMC Helix ITSM, Clarity SM, 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 most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"The versatility and customizability of the product is what I like most."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"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."
"I like the single sign-on and that administrators can customize."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"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."
"It has allowed us to be more efficient in our problem and change management processes and procedures."
"Solution is scalable. It does work. We can modify it up better to make it the way we want it to work. We have implemented it for larger and smaller companies."
"You can customize it and make it work to the client's needs."
"Scalability is very good. We have scaled to more users and more functionality."
"Logging every action in Service Desk Manager (SDM)."
"The database and the power that is driven behind the database."
"We centralized our knowledge from various sources into one source of truth that is continually updated."
"Clarity is flexible to implement and integrate. It gives the developer or consultant a broad space to work and customize based on what the customers want."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"The reports need improvement, it is not a good functioning tool."
"Adding additional fields does not work very well."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
"The search feature and the dashboard could both be improved."
"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."
"BMC Helix ITSM should improve its price."
"We would like more information about all the configurations that we have on our infrastructure side."
"It doesn't yet have the ability to integrate with other products."
"They should enhance the service desk manager's service point function to be more customizable."
"More user experience in the look and feel of the application. "
"There are some issues regarding the knowledge base and the configuration manager."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"The interface for the users is a bit old-fashioned and not user-friendly."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
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