We performed a comparison between BMC Helix ITSM, ServiceNow, 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)."Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"With service requests, we have been able to give visibility to the business users."
"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."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"The solution can scale."
"The most valuable feature is that this is a Cloud solution."
"We consider the integration capabilities of the solution with other tools to be a valuable feature."
"ServiceNow was the first true enterprise to service management platform."
"Easy to integrate with third-party applications."
"Very good incident management, chain management and problem management features."
"I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows."
"I prefer ServiceNow to the competition because of its ease of use, installation and configuration."
"It allows us to filter the data, create graphs, and get detailed reports."
"The most valuable feature is the metering capability."
"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 way the dashboard works with the main orchestrator to combine different types of cloud providers is helpful."
"I like the integration with other applications or vendors."
"It doesn't take long to develop an automation blueprint. You need about half an hour, and then you can install or deploy it on several systems. That was our first great advantage in the project because we urgently needed to deploy across many different systems."
"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 that it allows us to compare the billing between the clouds."
"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."
"We have experienced outages, because some other customers did something on the same cluster that we share."
"There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency."
"The documentation could improve in BMC Helix ITSM."
"It takes a long-time to plan and deploy the on-premise solution."
"Encountered issues with scalability and stability."
"I would also love to see consistency across all consoles."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"The interface requires an upgrade."
"Local solutions have lower costs."
"For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow."
"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."
"For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration."
"Its setup is tough. It takes a lot of knowledge and a lot of experience."
"The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations."
"A new user does need training or time to learn the solution before jumping in. It was very hard in the beginning to understand everything. I couldn't find the models I needed at the time."
"I would like it if they could provide their customers with more qualified support."
"There are some kinks to resolve with the Web GUI user interface, as it freezes at times."
"I would like to have an easy way of modifying the reference data that is used for the purposes of estimating the total billing."
"The solution's private cloud is much too expensive."
"It's not always easy to find the information you need. You must have a lot of technical experience to find the right location for what you're implementing within the program."
"Better integration with other VMware toolsets would be beneficial."
"The product needs some investment in configuration. I would like to see better and more optimized configuration in the tool's future releases."
"If you haven't established a vSphere cluster and you only have a single server to integrate, you can't deploy any service."
