We performed a comparison between BMC Helix ITSM and Cherwell Service Management based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."It has been instrumental in aligning our service desk with the ITIL fundamentals and continuously improving the operating metrics of that area."
"Currently, the Service Catalog has the most value to it. Mainly, because we are able to offer IT functionality to non-IT people."
"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"Smart Reporting makes it easy to create/publish views for tables, so our customers can easily create their own reports."
"The product's initial setup phase was easy."
"The digital workplace is appealing."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"With service requests, we have been able to give visibility to the business users."
"The most valuable features are problem management and change management."
"The dashboard is very useful to get a quick overview of current tasks."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The dashboard and the reporting functionality are the solution's most valuable features."
"All our activities are carried out in the one place."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"The dashboard can be better."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"The Approval Central system needs to be refreshed."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"BMC Helix ITSM could improve by having a cloud version. They are working on it which is a good thing because their competitors, such as ServiceNow, already provide cloud services."
"The interface isn't that great."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"Access is only available if we're on VPN."
"The stability, specifically in the on-premises deployment model, could be improved."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Cherwell Service Management is ranked 18th in Help Desk Software with 6 reviews. BMC Helix ITSM is rated 8.0, while Cherwell Service Management is rated 7.2. 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 Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Cherwell Service Management is most compared with ServiceNow, Ivanti Neurons for ITSM and JIRA Service Management.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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