We performed a comparison between Alemba vFire and BMC Helix ITSM based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The workflow is very good, as well as customizable."
"Incident Management is the most valuable feature of the solution."
"When we met with the Alemba vFire from Australia, it was a good discussion and they have a good feature roadmap."
"Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time."
"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 reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"It's a very integrated solution."
"It has the power to automatize several different tasks in the ITSM world."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"The most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information."
"The product should improve its ability to integrate with third-party tools."
"We had issues with the user interface, the way it was structured wasn't that user-friendly. The chat features could improve. For example, in change management, all the chat discussions can be done via ServiceNow. We are using two separate solutions, such as Teams, to chat, and the Alemba vFire tool to process."
"The reporting needs to be improved."
"BMC Helix ITSM should have an easy-to-use user interface."
"When BMC Helix ITSM did some upgrades it caused some issues. They have fixed some of the problems but more improvement is needed."
"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."
"Support could be more skilled. We are wasting too much of our time debugging."
"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."
"The Approval Central system needs to be refreshed."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
"We have experienced outages, because some other customers did something on the same cluster that we share."
Alemba vFire is ranked 27th in IT Service Management (ITSM) with 3 reviews while BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews. Alemba vFire is rated 7.4, while BMC Helix ITSM is rated 8.0. The top reviewer of Alemba vFire writes "Fulfills all IT management needs, simple setup, but could be more user-friendly". On the other hand, the top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". Alemba vFire is most compared with ServiceNow and JIRA Service Management, whereas BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo. See our Alemba vFire vs. BMC Helix ITSM report.
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