Alexander StegnienkoITSM Architect at SiBIS
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"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."
"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."
"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."
"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."
"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."
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.
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