We performed a comparison between BMC Helix ITSM, OpenText Service Manager, and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
"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."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"Helix is stable."
"The product's initial setup phase was easy."
"It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"The most valuable features are the simplicity and the in-duty features."
"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."
"The initial setup is easy."
"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."
"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."
"It gives us better understanding and control of service management."
"We can have all our requests and incidents registered in one system."
"Service Manager's best features are flexibility and customizability."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"It's easy to scale."
"It's easy to integrate. For instance, yesterday we closed the integration with SAP for the IP business management module to manage the forecast of projects. We created an interface between ServiceNow and SAP to control projects for accounting and on the forecast of the project. It was really easy. We don't have any problems with ServiceNow at the moment. As a company, they are improving constantly."
"The most recent addition of SAM Premium is a game changer for many organizations."
"There are many expansions available."
"Very good incident management, chain management and problem management features."
"You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports."
"The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks."
"It facilitates the monitoring of major incidents and provides insights into the effort expended to resolve each incident."
"The flow designer feature of ServiceNow has had the biggest impact on our productivity because it has helped me reduce manual efforts by creating automation and robotics."
"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."
"BMC Helix ITSM should improve its price."
"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 dashboard can be better."
"The user experience could be better."
"Encountered issues with scalability and stability."
"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."
"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
"Their end-user interface and technical support features could be improved."
"Pure cloud-based native functionality is lacking."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"I don't see anything lacking."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"Most people are discussing UIs, but I'm a developer. I would say 80-90% of the people would appreciate that, that's easy for them, but from a developer perspective, it's hard for me, because for me it's clunky"
"Creating service catalog forms could be made easier."
"The utilization of AI in ServiceNow needs enhancement."
"Needs additional software titles and easier normalization."
"I have a problem with the way the solution's price is calculated."
"There is inherent complexity with this tool because of the number of things that it can do."
"There is a need to learn scripting because as in the case of all the ITSM tools, scripting is needed for customization. If you're not very comfortable with scripting, then you may feel that you cannot do everything in ServiceNow without learning scripting."
"When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user."
