We performed a comparison between Alemba vFire and BMC Helix ITSM based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."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."
"The workflow is very good, as well as customizable."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"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 Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"It provides a good user experience."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"The product's initial setup phase was easy."
"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."
"The product should improve its ability to integrate with third-party tools."
"It needs to be more comfortable for the end-user."
"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."
"In the next release, I would like to see AI used for classification or categorization."
"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."
"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."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
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.
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