We performed a comparison between BMC Helix ITSM and IBM Maximo based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"We use the solution's Discovery tool to discover our assets, and we've used the ticketing tool for years."
"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."
"With service requests, we have been able to give visibility to the business users."
"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"We are very thankful to have IBM integrated with our own Legacy cloud-based system"
"The large range of configurability of the product is great, since everyone has a different way of doing things."
"It is configurable, where you can add extra fields to screens and to the database."
"It can be particularly useful for power line operations, enabling linemen in the field to gather information and send it across the country as well as different parts of the world."
"IBM Maximo is the best software for assets management."
"I have found Work Order management the most valuable feature. Additionally, it is a very robust and powerful solution."
"The most valuable feature is asset management maintenance as well as asset management overall."
"We were doing all kinds of paperwork for every type of order and to maintain our assets but with the use of the IBM Maximo application, we can automate a lot of the processes."
"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."
"Adding additional fields does not work very well."
"We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved. During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time."
"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."
"They could be more responsive to feedback from their community board."
"The product's customization capabilities, price, and technical support are areas of concern where improvements are needed."
"Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable."
"The reports need improvement, it is not a good functioning tool."
"It needs full-service visibility. There are a lot of things that are hard for users to find out. For example, the Service Catalog is not too friendly. You really have to know what you're looking for."
"Maximo is a big system, so the initial setup is complex."
"It was very slow due to the lagging issues. So that was kind of frustrating, considering how slow it was while functioning."
"You can get lost using the application"
"The pricing model of the solution has room for improvement as well as the after-sales support."
"I feel that the interface is a little too complicated with a large number of fields to enter."
"The initial setup was complex, because it is a complex product."
"It's not user-friendly. It could use shortcuts for frequently requested services."
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while IBM Maximo is ranked 1st in Enterprise Asset Management with 23 reviews. BMC Helix ITSM is rated 8.0, while IBM Maximo is rated 8.0. 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 IBM Maximo writes "Work order management and scalability enables the businesses' needs to be met". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IFS Cloud Platform, whereas IBM Maximo is most compared with ServiceNow, NetSuite ERP, JIRA Service Management, ABB Ability Asset Suite EAM and Infor CloudSuite EAM.
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