We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"In BMC, you can do absolutely anything. You can customize, you can configure, and you can customize and develop pretty much anything."
"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."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"The standards and the framework that it follows are most valuable. It has an ITIL and out-of-the-box framework."
"It has the power to automatize several different tasks in the ITSM world."
"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."
"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."
"The most powerful features are the database and integration with CMDB."
"We are very thankful to have IBM integrated with our own Legacy cloud-based system"
"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."
"The incident management feature is good because it allows you to keep track of and classify issues."
"The reports need improvement, it is not a good functioning tool."
"They could be more responsive to feedback from their community board."
"Some parts of the solutions are using the old interface."
"They should add some of the bolt-ons into the initial setup, such as chat."
"In the next release, I would like to see AI used for classification or categorization."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"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."
"Log in process is unnecessarily complicated."
"I feel that the interface is a little too complicated with a large number of fields to enter."
"The solution is not stable. We can have one day when it is stable and another day it is not. Sometimes it crashes or becomes very slow, and there are times we are not even able to download all the databases. Without the database, we cannot work on that application. These are the small glitches, and stability issues we are facing."
"You can get lost using the application"
"The interface is not very easy or user-friendly and is in need of improvement."
"If you are looking for some kind of professional services form the OEM then you would have to purchase that."
"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."
"It is too expensive for a small business."
"I am not sure the exact price we pay for the solution but I know it is in the high seven-figure amount annually."
"BMC is a little bit cheaper than ServiceNow, but BMC doesn't have the same capabilities in its entry-level product at the moment. The basic version does not have the DWP features that most of our customers are requesting."
"I do not know about the price of the solution. However, this has been an expensive project overall."
BMC Helix ITSM is ranked 5th in IT Service Management (ITSM) with 12 reviews while IBM Maximo is ranked 2nd in Enterprise Asset Management with 4 reviews. BMC Helix ITSM is rated 7.6, while IBM Maximo is rated 6.6. 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 IBM Maximo writes "A great solution for enhancing an asset's lifecycle". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, SCSM and Cherwell Service Management, whereas IBM Maximo is most compared with ServiceNow, Oracle Enterprise Asset Management, JIRA Service Management, ABB Ability Asset Suite EAM and JD Edwards EnterpriseOne Asset Lifecycle Management.
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.