We performed a comparison between BMC Helix ITSM and Clarity SM 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 most valuable features of BMC Helix ITSM are the collaboration, integrated with the help of another solution called Entity. We can do all the integration and receive an automatic ticket with the help of email. We are able to receive SMS alerts to clients and end users. Every step of the ticket is generated and we are able to resolve and close them. It's very helpful to have the ability to inform the user with detailed information."
"With service requests, we have been able to give visibility to the business users."
"In general, for incident management, it's okay."
"The solution has good capabilities for analytics."
"Automatic orchestration is the most valuable. The feature for designating some cases or incidents to the right PM for resolution, first call resolution, and change management are also important. The self-service feature and knowledge base resolutions are helping the customers in resolving issues rather than opening tickets."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
"Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"When users have a problem, they report using Service Desk and it is very useful for this."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"Modules of integrated ITIL managers."
"We can search open and closed cases to find what we have done in other incidents."
"Right now, we are starting to be dependent on the CMDB a lot."
"The in-service catalog is quite useful."
"The most valuable fractures of Clarity SM are its ease of use and security. I have been highly satisfied. We've been able to integrate it with email and an SMS gateway for the purposes of notifications. That works very well."
"It gives us one central location to know, not only who is contacting us, but what they're contacting us for, what application they're contacting us for."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"They should add some of the bolt-ons into the initial setup, such as chat."
"The initial setup of BMC Helix ITSM is complex because it has different integrations with other tools. Additionally, it needs to be integrated with the active directory and have different databases. The environment will dictate how difficult the process is."
"The notifications that the solution is providing are very helpful, they should keep improving them for the future."
"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."
"In the next release, I would like to see AI used for classification or categorization."
"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."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process."
"I would like to see the API cleaned up."
"The cost of this solution is too high, which is why we're leaving."
"The product needs to have a better user experience in the interface and mobile functionality."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"We would like to see them integrate more of a service catalog, which is more of an Amazon-type fill in your bucket, then sign in, once you decide what you want."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Clarity SM is ranked 23rd in Help Desk Software with 107 reviews. BMC Helix ITSM is rated 8.0, while Clarity SM 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 Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo. See our BMC Helix ITSM vs. Clarity SM report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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