We performed a comparison between BMC Helix ITSM, Serviceaide ChangeGear , and SysAid based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"It has the power to automatize several different tasks in the ITSM world."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."
"In general, for incident management, it's okay."
"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."
"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."
"The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us."
"The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model."
"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."
"The solution can scale."
"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."
"SysAid is more user-friendly, and its configuration is easier than other tools."
"The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow."
"It takes a long-time to plan and deploy the on-premise solution."
"SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"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."
"It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"Needs less infrastructure requirements."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"We would like them to approve the security functionalities, e.g., management security features."
"SysAid has fewer AI features compared to other tools."
"There is a learning curve for the users."
"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."
"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"Currently, SysAid does not have a mobile application."
"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."
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