We performed a comparison between BMC Helix ITSM, N-able MSP 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.
"The product's initial setup phase was easy."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"The solution can perform well for large-sized companies."
"We have seen year over year customer satisfaction improvement for the last five years."
"The solution can scale."
"It provides a good user experience."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"I like that you can do all the things with it. You can patch, and you can run the scheduled tasks. You can remote in, upload files, and download files. You can log onto a computer PowerShell, or command prompt, without having to log into RDP. I also like its ease of use."
"This is a premier product and it has been around for a long time."
"I am impressed with the tool's integration with our mail system."
"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 solution's initial setup process is easy."
"Simplicity of Change Manager."
"We can keep track of incidences. There is a bucket where we keep all our information, and it enables communication between stakeholders. It helps us collaborate with each other."
"The analytics - we like to keep track of how much work everyone is doing."
"This solution is a single-storage for our user community to submit help desk tickets."
"It offers ready-built automation and simpler configuration for workflows."
"I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good."
"The reports need improvement, it is not a good functioning tool."
"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 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."
"It takes a long-time to plan and deploy the on-premise solution."
"The amount of software issues are still too big, even considering the complexity of the tool."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"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."
"The tool needs to improve its customization of the user interface."
"Its reporting is lousy and bad. It is not as good as it should be. There is too much work involved to get what you want. Most times, you have to call them to customize some stuff. I just don't like that part. They need to work on their reporting. They have a way to go."
"What I would like to see is a simplified solution that is packaged better, where you can easily implement or turn on the functionality that you need."
"The interface requires an upgrade."
"The installation and deployment of ServiceNow can be a bit challenging. One major issue I've encountered is that ServiceNow doesn't provide the same mobile responsiveness or features that we used to enjoy with other tools. For example, with Splunk, our response times were about five minutes, and we could manage alerts and incidents directly from our mobile devices."
"The utilization of AI in ServiceNow needs enhancement."
"Like all other IaaS, PaaS, and SaaS subscription cloud providers, ServiceNow is constantly improving by building new capabilities to expand the breadth and depth of its offerings while increasing its activities with partners to build more capabilities."
"It should include information on navigating various user interfaces for creating diverse requests directed to different teams."
"Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential."
"The customer service of the product right now isn't very good. It's an aspect they really need to improve."
"We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition."
