Compare BMC Helix ITSM vs. Clarity SM

Cancel
You must select at least 2 products to compare!
BMC Helix ITSM Logo
12,003 views|7,435 comparisons
Clarity SM Logo
2,405 views|1,102 comparisons
Most Helpful Review
Find out what your peers are saying about BMC Helix ITSM vs. Clarity SM and other solutions. Updated: May 2021.
501,818 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.""In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything.""What I have found to be the most valuable is that it offers the radius deployment package not only to the BMC cloud but also to the public cloud such as Azure.""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.""It's a very integrated solution.""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.""The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer.""It has the power to automatize several different tasks in the ITSM world."

More BMC Helix ITSM Pros »

"The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow.""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 in-service catalog is quite useful.""The most valuable features are the requests and incident tracking.""As of late, I really like the BI functions.""Time sheets are a powerful tool.""Self-service interface means people can check their own tickets."

More Clarity SM Pros »

Cons
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming.""They could be more responsive to feedback from their community board.""In the next release, I would like to see AI used for classification or categorization.""It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better.""It needs to be more comfortable for the end-user.""Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features.""The reports need improvement, it is not a good functioning tool.""Some parts of the solutions are using the old interface."

More BMC Helix ITSM Cons »

"The monitoring tool is in need of improvement.""Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome.""The cost of this solution is too high, which is why we're leaving.""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 CA products integrate well together but I would like to see better integration with third-party solutions.""Report solutions are a little short.""It doesn't yet have the ability to integrate with other products."

More Clarity SM Cons »

Pricing and Cost Advice
"If you are looking for some kind of professional services form the OEM then you would have to purchase that.""It is too expensive for a small business.""It is not very expensive and not very cheap. It is somewhere in-between. Some of the features are more expensive. There are also additional costs. If you want to use most of the features, you need to pay more.""I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."

More BMC Helix ITSM Pricing and Cost Advice »

Information Not Available
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
501,818 professionals have used our research since 2012.
Questions from the Community
Top Answer: : There is several difference between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
Top Answer: It has the power to automatize several different tasks in the ITSM world.
Top Answer: Some parts of the solution are using the old interface — the contracts and contract management part of the solution. It needs to mature a little further in order to become more user-friendly. BMC has… more »
Top Answer: Self-service interface means people can check their own tickets.
Top Answer: I'm not so involved on the commercial side of things but I believe the cost could be improved. I'm not sure if it's a currency exchange rate issue but we are in Africa so it's quite expensive.
Top Answer: We would love to see it integrating with other products like Splunk for log collection, integration to SMS facilities. It requires some effort for developers to get some of the things working because… more »
Ranking
4th
out of 56 in Help Desk Software
Views
12,003
Comparisons
7,435
Reviews
7
Average Words per Review
541
Rating
7.9
10th
out of 56 in Help Desk Software
Views
2,405
Comparisons
1,102
Reviews
7
Average Words per Review
507
Rating
7.9
Popular Comparisons
Also Known As
Remedy ITSM, Remedy, Helix Remedy
CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
Learn More
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
Learn more about BMC Helix ITSM
Learn more about Clarity SM
Sample Customers
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Banco 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
Computer Software Company18%
Financial Services Firm18%
Retailer14%
Manufacturing Company14%
VISITORS READING REVIEWS
Computer Software Company40%
Comms Service Provider12%
Government9%
Manufacturing Company6%
REVIEWERS
Healthcare Company28%
Financial Services Firm21%
Government8%
Comms Service Provider4%
VISITORS READING REVIEWS
Computer Software Company29%
Comms Service Provider16%
Financial Services Firm7%
Insurance Company7%
Company Size
REVIEWERS
Small Business22%
Midsize Enterprise19%
Large Enterprise59%
REVIEWERS
Small Business18%
Midsize Enterprise16%
Large Enterprise65%
Find out what your peers are saying about BMC Helix ITSM vs. Clarity SM and other solutions. Updated: May 2021.
501,818 professionals have used our research since 2012.

BMC Helix ITSM is ranked 4th in Help Desk Software with 8 reviews while Clarity SM is ranked 10th in Help Desk Software with 7 reviews. BMC Helix ITSM is rated 7.8, while Clarity SM is rated 7.8. The top reviewer of BMC Helix ITSM writes "Lacking report functionality, complex to operate, but useful interactive activity logs". On the other hand, the top reviewer of Clarity SM writes "Saves us time and money with a great self-service interface". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Desk, BMC Remedyforce, ManageEngine ServiceDesk Plus and Symphony SUMMIT IT Management Suite, whereas Clarity SM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Desk and Serviceaide Intelligent Service Management. 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.

We monitor all Help Desk Software 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.