We performed a comparison between BMC Helix ITSM, Samanage, 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."MyIT is simple to use and its mobility is a big plus for our on the go users."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"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."
"It provides a good user experience."
"We have seen year over year customer satisfaction improvement for the last five years."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"Helix is stable."
"It has the power to automatize several different tasks in the ITSM world."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"The solution has a great filtering feature."
"It's actually easy to understand."
"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."
"I find the incident management part to be the most valuable. That's how the service desk tracks tickets."
"The solution's initial setup process is easy."
"It's a very low-code platform, and it's simple. The user experience is also really good."
"SPM and ITSM features are the most helpful."
"For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise."
"In my experience, ServiceNow's most valuable feature is its flexibility. If you have a DevOps or development team, you can customize it to meet your specific needs. The tool's dashboard categorizes incidents, making managing it much easier."
"They could be more responsive to feedback from their community board."
"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"The dashboard can be better."
"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."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"The system shuts down about once a month which is frustrating."
"The setting up process is not quite easy. It's quite difficult."
"Making a mobile version would be helpful."
"An area for improvement would be the accessibility of downloaded and compressed files."
"Data access is a bit difficult, where you sometimes wish you had a relational database for some queries. The flexibility of data access in general is a bit on the low end. Of course, there is flexibility in some ways, but when I need a certain combination of data for some report, it can become a challenge."
"Creating service catalog forms could be made easier."
"It's too complicated and there are too many options."
"The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations."
"It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users."
"The contract module is quite rudimentary and doesn't support contract line items."