Compare BMC Helix ITSM vs. IBM SmartCloud Control Desk

BMC Helix ITSM is ranked 3rd in Help Desk Software with 14 reviews while IBM SmartCloud Control Desk is ranked 17th in Help Desk Software with 2 reviews. BMC Helix ITSM is rated 8.6, while IBM SmartCloud Control Desk is rated 8.6. The top reviewer of BMC Helix ITSM writes "Full-featured, gave us incident/event management, based on monitors in our environment". On the other hand, the top reviewer of IBM SmartCloud Control Desk writes "Helpful tool for support, tickets, and system monitoring ". BMC Helix ITSM is most compared with ServiceNow, BMC Remedyforce and JIRA Service Desk, whereas IBM SmartCloud Control Desk is most compared with ServiceNow, JIRA Service Desk and BMC Helix ITSM. See our BMC Helix ITSM vs. IBM SmartCloud Control Desk report.
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Most Helpful Review
Find out what your peers are saying about BMC Helix ITSM vs. IBM SmartCloud Control Desk and other solutions. Updated: November 2019.
383,162 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
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.We can search open and closed cases to find what we have done in other incidents.Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable.The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management.the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind.

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Smart IT and the phone app are easily the most valuable features in reporting and tracking ongoing issues.Having all the processes, fields, and settings already setup out-of-the-box, thus minimizing implementation time.The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier.MyIT is simple to use and its mobility is a big plus for our on the go users.The MyIT product has given our end users a much better perception of Remedy and made the product look more fluid. This has made people more likely to log calls rather than do work offline.Improved our organization with better customer experience and reporting abilities.The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great.The way you can customize this product to adapt to the process the customer is already using is what sets this apart from other ITSM products out there. This helps customers to adapt to the tool pretty quickly.

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The brand name is the most valuable aspect of this solution for me. It's IBM. It's a global company that supports this product, it's not something open source or something like that.The most valuable are its flexibility and agility. It's quick to change it, to adapt it to your needs. That's the most important for us.

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Cons
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.We would like more information about all the configurations that we have on our infrastructure side.Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement).I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half.The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help.

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We have experienced outages, because some other customers did something on the same cluster that we share.It has created more layers of bureaucracy.Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy.If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture.Support could be more skilled. We are wasting too much of our time debugging.​The amount of software issues are still too big, even considering the complexity of the tool.Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years.SmartIT could include PR. This would help us greatly in bridging the gap between Remedy's views and SmartIT.

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Support has been the biggest problem for us. I understand that because we use the product of a global company, some changes are not quick to deploy.It could use more facility or flexibility for reporting, and business intelligence in the tool.

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Pricing and Cost Advice
Information Not Available
It is costly, but it is well worth it.Just make sure you really sit down and look at what you will be using per user, therefore you will not be surprised with a big bill. You do not want every user having every license, it really is not needed.Please always get the latest quote from a BMC partner or from BMC. Check for the latest offerings.While purchasing, try to negotiate on per user licensing costs, associated maintenance, and purchase 20% more then what you think you should have. Bulk is always cheaper.If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost.

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Top Comparisons
Compared 74% of the time.
Compared 6% of the time.
Compared 5% of the time.
Also Known As
Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service InsightRemedy ITSM, Remedy, Helix RemedySmartCloud Control Desk
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CA (A Broadcom Company)
BMC
IBM
Overview

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...

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.IBM Control Desk on Cloud offer an access to a user friendly self-service, automated service management, and seamlessly-integrated, best-practice based service desk capabilities. IBM Control Desk provides the IT service management (ITSM) needed to simplify support of users and infrastructure. It also offers a unified IT asset and service management software provides a common control center for managing business processes for both digital and physical assets and enables control, governance and compliance to applications, endpoints and assets to protect critical data and prevent outages. Control Desk is IT Infrastructure Library (ITIL)-compliant, accessible through mobile devices and integrates with social media and development tools.
Offer
Learn more about CA Service Desk Manager
Learn more about BMC Helix ITSM
Learn more about IBM SmartCloud Control Desk
Sample Customers
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, StefaniniBrookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford UniversitySt Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology
Top Industries
REVIEWERS
Healthcare Company29%
Financial Services Firm20%
Government8%
Pharma/Biotech Company4%
VISITORS READING REVIEWS
Software R&D Company31%
Insurance Company10%
Comms Service Provider9%
Financial Services Firm9%
REVIEWERS
Financial Services Firm27%
Manufacturing Company13%
Government13%
Comms Service Provider13%
VISITORS READING REVIEWS
Software R&D Company37%
Manufacturing Company10%
Comms Service Provider8%
Financial Services Firm8%
No Data Available
Find out what your peers are saying about BMC Helix ITSM vs. IBM SmartCloud Control Desk and other solutions. Updated: November 2019.
383,162 professionals have used our research since 2012.
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.
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