We performed a comparison between BMC Helix ITSM and IFS Cloud Platform based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"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."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"It has the power to automatize several different tasks in the ITSM world."
"Helix is stable."
"It provides a good user experience."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"A high level of ERP can be handled in IFS."
"Scalability-wise, I rate the solution a nine or ten out of ten since it is an extremely scalable solution that can be used for various use cases with thousands of users."
"The solution overall is very versatile and flexible, especially compared to other products."
"The product is quite flexible."
"One of our favorite features is the "Info-Zone", which provides operational intelligence in flight and in context to guide both business users and support teams to productivity."
"Having a young talented programmer, during the six years of use, we were able to save around 75 000 EUR preparing simple modifications using customization rather than ordering them in IFS / Partner."
"The most valuable features of IFS Applications are their intuitiveness and ease of use. The navigations are also straightforward, which makes it easy to train users. The feedback I always receive is that it is very user-friendly."
"The best feature is the maintenance module, which is essentially an industry-specific workflow designed with a manufacturing module as per industry standards. It's very precise and specific without having complex functionalities. It's straightforward. Field Service Management is definitely a wonderful product that IFS has developed because it caters to field services. The energy and utility sectors can answer their business needs using the software."
"They could be more responsive to feedback from their community board."
"It takes a long-time to plan and deploy the on-premise solution."
"It's expensive, particularly in the emerging market where you see a lot of customers that have a budget crunch over issues."
"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."
"BMC Helix ITSM should improve its price."
"It needs a more organic workflow, so every field you create is labeled throughout the stack. BMC has a few products that they try to bundle together. Generally, that solution works. BMC should take a step back and think about the overall solution—not only ITSM but also CTI Integration along with chat. They have all that, but it's not an end-to-end holistic solution with the added reporting analytics."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"Maybe it could be more simplified and easier to change the reporting point of view, like from a different vendor to another."
"The next version has already been released, and some of the technical things are a little bit behind the curve in development. This is specifically security, maintenance, security role maintenance, and creation. This is in their new product, called IFS Cloud."
"Sometimes from the sales perspective, clients don't always fully understand how large a task or a project they're getting involved in when they decide, "We're going to switch across to IFS." They could probably do a little bit more, maybe around preparing people for these projects."
"The user interface can be improved. When you're clicking through the screens, there are some icons or symbols that really need updating and would be more useful and noticeable if they are aesthetically pleasing."
"Some kind of bot assistance, some kind of artificial intelligence to help people solve the problems, would be interesting."
"I'm a business analyst, so I do a lot of customer-facing work. I take calls from businesses I have to troubleshoot. One thing that bugs me is the error messages you get from IFS. If I get an error message, I have to dig to find the cause because, often, the error message doesn't precisely describe the problem. It'll hint about where the problem lies, but you have to work to find the root cause. It doesn't help in my situation. You expect an error message to point to the field or what is causing the issue."
"IFS Applications can improve the reporting capabilities and increase the speed of feedback time in the IFS Applications. This would help with the overall performance of the solution and provide better experiences for customers."
"The integration is a bit complex, and post-implementation support services need to be improved. They have a service center based out of Sri Lanka. The support aspect is good, but the response time is a little slower than we anticipated. In the next release, it would be better if Warehouse Management could be improvised. They have a product line that's a data warehouse management system, but it's still premature and requires a bit of enhancement."
"An area for improvement would be transactions, which can be tedious to complete as the process is very complex."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while IFS Cloud Platform is ranked 8th in Help Desk Software with 29 reviews. BMC Helix ITSM is rated 8.0, while IFS Cloud Platform is rated 7.8. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of IFS Cloud Platform writes "Robust, customizable, and modern". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and PagerDuty Operations Cloud, whereas IFS Cloud Platform is most compared with SAP ERP, SAP S/4HANA, Oracle E-Business Suite, Microsoft Dynamics 365 Business Central and Microsoft Dynamics AX. See our BMC Helix ITSM vs. IFS Cloud Platform report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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