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)."The workflow is very good, as well as customizable."
"When we met with the Alemba vFire from Australia, it was a good discussion and they have a good feature roadmap."
"Incident Management is the most valuable feature of the solution."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"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."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues."
"It's one of the top solutions on the market for ITSM capabilities."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"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 product should improve its ability to integrate with third-party tools."
"The reporting needs to be improved."
"In the next release, I would like to see AI used for classification or categorization."
"The reports need improvement, it is not a good functioning tool."
"Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."
"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."
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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