We performed a comparison between BMC Helix ITSM, Serviceaide ChangeGear , and vRealize Business for Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"Provides a clean front-end for our users to log requests and has rich ITSM functionality."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"It has centralized all work orders and help desk ticket tracking."
"The solution has good capabilities for analytics."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"I like the integration with other applications or vendors."
"The most valuable feature is that it allows us to compare the billing between the clouds."
"The product provides excellent daily reports."
"The most valuable feature is that it has a very easy and adaptive look and feel, compared with some other cloud solutions."
"This solution has made us aware that we are over-provisioning our virtual machines."
"The tool helps us to monitor the services provided to customers as a cloud provider. The product is a monitoring solution that helps customers pay for their utilization of services."
"The most valuable feature is the metering capability."
"The way the dashboard works with the main orchestrator to combine different types of cloud providers is helpful."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"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."
"The search feature and the dashboard could both be improved."
"They should add some of the bolt-ons into the initial setup, such as chat."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"It has created more layers of bureaucracy."
"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."
"The pricing model is complicated and would be more predictable if it were simplified."
"It would be a good idea for VMware to be compatible with the most popular orchestration tools in the market."
"The solution's private cloud is much too expensive."
"The product needs some investment in configuration. I would like to see better and more optimized configuration in the tool's future releases."
"I would like it if they could provide their customers with more qualified support."
"The knowledge base is not available for the engineers, which is something that needs to be improved."
"If you haven't established a vSphere cluster and you only have a single server to integrate, you can't deploy any service."
"Better integration with other VMware toolsets would be beneficial."
Earn 20 points
