We performed a comparison between BMC Helix ITSM and Serviceaide ChangeGear 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 solution can scale."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"In general, for incident management, it's okay."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"We have seen year over year customer satisfaction improvement for the last five years."
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"We reduced many paper processes to electronic driven forms. It helps us a lot in tracking and managing."
"The most valuable features are the simplicity and the in-duty features."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"BMC Helix ITSM should have an easy-to-use user interface."
"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."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"It takes a long-time to plan and deploy the on-premise solution."
"It needs to be more comfortable for the end-user."
"It has created more layers of bureaucracy."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
Earn 20 points
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Serviceaide ChangeGear is ranked 31st in Help Desk Software. BMC Helix ITSM is rated 8.0, while Serviceaide ChangeGear is rated 7.6. 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 Serviceaide ChangeGear writes "Reduced the Service Desk effectiveness compared to the product we were using". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus and Freshdesk, whereas Serviceaide ChangeGear is most compared with ServiceNow and Zoho Desk. See our BMC Helix ITSM vs. Serviceaide ChangeGear report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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