Compare BMC Helix ITSM vs. Clarity SM

BMC Helix ITSM is ranked 7th in IT Service Management (ITSM) with 2 reviews while Clarity SM is ranked 6th in IT Service Management (ITSM) with 7 reviews. BMC Helix ITSM is rated 8.6, while Clarity SM is rated 7.8. The top reviewer of BMC Helix ITSM writes "Helpful linking of parent and child tickets, and automatically calculates SLA". On the other hand, the top reviewer of Clarity SM writes "Good IT lifecycle management and BI functionality". BMC Helix ITSM is most compared with ServiceNow, BMC Remedyforce and JIRA Service Desk, whereas Clarity SM is most compared with ServiceNow, ManageEngine ServiceDesk Plus and JIRA Service Desk. See our BMC Helix ITSM vs. Clarity SM report.
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BMC Helix ITSM Logo
13,955 views|8,578 comparisons
Clarity SM Logo
3,717 views|1,680 comparisons
Most Helpful Review
Find out what your peers are saying about BMC Helix ITSM vs. Clarity SM and other solutions. Updated: May 2020.
419,360 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
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.Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues.

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Time sheets are a powerful tool.As of late, I really like the BI functions.The most valuable features are the requests and incident tracking.The in-service catalog is quite useful.XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts.The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow.It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information.It helps when you have an incident or performing a problem change management process.

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Cons
To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming.We have experienced outages, because some other customers did something on the same cluster that we share.It has created more layers of bureaucracy.

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Report solutions are a little short.The CA products integrate well together but I would like to see better integration with third-party solutions.When I am reviewing an incident, sometimes there is too much information on the same screen and it is difficult to discern what is of value.The cost of this solution is too high, which is why we're leaving.Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome.The monitoring tool is in need of improvement.The interface for the users is a bit old-fashioned and not user-friendly.We would like the CMDB to be populated automatically. At the moment, everything is manually created.

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Ranking
Views
13,955
Comparisons
8,578
Reviews
2
Average Words per Review
353
Avg. Rating
8.5
Views
3,717
Comparisons
1,680
Reviews
6
Average Words per Review
439
Avg. Rating
8.0
Top Comparisons
Compared 72% of the time.
Compared 6% of the time.
Compared 5% of the time.
Compared 52% of the time.
Compared 9% of the time.
Also Known As
Remedy ITSM, Remedy, Helix RemedyCA Service Desk Manager,Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
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BMC
Broadcom
Overview
BMC Remedy is an innovative service management platform built natively for mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization more productive. Simple to use and powerful enough to manage the most advanced digital enterprises, Remedy can be delivered from the BMC cloud or your own data center.

Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.

Learn More: https://www.ca.com/us/products...

Offer
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Sample Customers
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford UniversityBanco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
Top Industries
REVIEWERS
Financial Services Firm25%
Comms Service Provider13%
Government13%
Manufacturing Company13%
VISITORS READING REVIEWS
Software R&D Company45%
Comms Service Provider8%
Government8%
Manufacturing Company6%
REVIEWERS
Healthcare Company27%
Financial Services Firm21%
Government8%
Consumer Goods Company4%
VISITORS READING REVIEWS
Software R&D Company33%
Comms Service Provider11%
Insurance Company8%
Media Company8%
Find out what your peers are saying about BMC Helix ITSM vs. Clarity SM and other solutions. Updated: May 2020.
419,360 professionals have used our research since 2012.
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.