Compare BMC Helix ITSM vs. IBM SmartCloud Control Desk

Cancel
You must select at least 2 products to compare!
Most Helpful Review
Find out what your peers are saying about BMC Helix ITSM vs. IBM SmartCloud Control Desk and other solutions. Updated: May 2021.
479,323 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 »

"What I like about the Control Desk is that everything is centralized. You have all the requests in one place, you know which ones are for whom and who is working on them.""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 solution is very easy to work with.""SLA integrations, reports, and integration with other applications are the most valuable.""The solution has been stable."

More IBM SmartCloud Control Desk 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 »

"Overall the user experience, as opposed to the system and databases, could be improved. It does work as it should and it's good, but they should invest more in the user interfaces to be less data oriented and more appealing for the user.""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.""The reporting in relation to updating could be improved upon.""The time calculations can be improved. While working on reports, it was taking the time only in seconds, which was hard for me to work out. While creating some dialogs in the service portal, you have to use certain data types in some fields. It was very tricky to make them work. I was testing a certain type of input, and it didn't work. It didn't show me the domain that the fields have to show. I had to make the change to the database, and only then it worked. It was a tricky thing to make them work with the dialogs. Their technical support can also be improved in terms of response time.""The solution lacks a graphical user interface."

More IBM SmartCloud Control Desk 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.
479,323 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: I don't have any insights on licensing. It's not part of the solution that I handle. I can't comment on the costs or how often we need to pay a licensing fee.
Top Answer: The solution lacks a graphical user interface. They should work to implement one in the future. It's not very easy to make changes. They need to make it easier to adjust items as necessary. The… 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
8th
out of 56 in Help Desk Software
Views
1,058
Comparisons
773
Reviews
5
Average Words per Review
897
Rating
7.6
Popular Comparisons
Also Known As
Remedy ITSM, Remedy, Helix Remedy
SmartCloud Control Desk
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.
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 BMC Helix ITSM
Learn more about IBM SmartCloud Control Desk
Sample Customers
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
St Vincent's Health Australia, Kalibrate Pty. Ltd., Cognizant Technology
Top Industries
REVIEWERS
Computer Software Company18%
Financial Services Firm18%
Manufacturing Company14%
Retailer14%
VISITORS READING REVIEWS
Computer Software Company40%
Comms Service Provider12%
Government9%
Manufacturing Company6%
VISITORS READING REVIEWS
Computer Software Company34%
Comms Service Provider31%
Government9%
Legal Firm9%
Company Size
REVIEWERS
Small Business22%
Midsize Enterprise19%
Large Enterprise59%
No Data Available
Find out what your peers are saying about BMC Helix ITSM vs. IBM SmartCloud Control Desk and other solutions. Updated: May 2021.
479,323 professionals have used our research since 2012.

BMC Helix ITSM is ranked 4th in Help Desk Software with 8 reviews while IBM SmartCloud Control Desk is ranked 8th in Help Desk Software with 5 reviews. BMC Helix ITSM is rated 7.8, while IBM SmartCloud Control Desk is rated 7.6. 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 SmartCloud Control Desk writes "Centralized solution to efficiently take care of customer service calls". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Desk, BMC Remedyforce, ManageEngine ServiceDesk Plus and IBM Maximo, whereas IBM SmartCloud Control Desk is most compared with ServiceNow, JIRA Service Desk and Micro Focus Service Manager. See our BMC Helix ITSM vs. IBM SmartCloud Control Desk report.

See our list of best Help Desk Software 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.