We performed a comparison between BMC Helix ITSM, ManageEngine SupportCenter Plus, 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."Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"The solution has good capabilities for analytics."
"The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"Improved our organization with better customer experience and reporting abilities."
"The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline."
"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 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."
"We have found the reporting in this product to be very useful."
"The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like."
"The product is very scalable and stable when used as a help desk once it is built out."
"The most valuable features are the ITIL compliance and billing."
"ServiceNow is very easy to set up."
"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."
"You can scale the solution."
"Great that it's knowledge-based and you can use the flows in ServiceNow."
"We consider the integration capabilities of the solution with other tools to be a valuable feature."
"It is easily configurable and has a good developer society online, available for any issues from the backend."
"The most recent addition of SAM Premium is a game changer for many organizations."
"We used ServiceNow for change management, release management, and event management."
"The Approval Central system needs to be refreshed."
"Log in process is unnecessarily complicated."
"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"The interface isn't that great."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"The reports need improvement, it is not a good functioning tool."
"Some parts of the solutions are using the old interface."
"The tech support is terrible and that seems to be a part of their business plan."
"The product is very difficult to use and configure and requires specialists."
"The business model for the company is to sell low and charge for customization, education or expertise."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"I would like to see some kind of project management or portfolio management in a future version."
"There is no cloud-based version and it would be helpful if it were available."
"There is room for improvement in price."
"There should be fewer clicks and faster integrations between solutions."
"Making a mobile version would be helpful."
"Integration capabilities can improve."
"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."
"Very expensive."
"It's not user-friendly by default, but it can be customized to be customer-friendly."
"I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious."
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